IT Service Management Training Specialist

Job Description

PRIMARY

PURPOSE:

The IT Service Management Training Specialist is responsible for supporting the development, delivery, and continuous improvement of onboarding and training programs for IT Service Management employees. The Specialist develops, maintains, and updates training materials; delivers structured small‑group and one‑on‑one training sessions; and evaluates training effectiveness through feedback and performance outcomes. The role collaborates with documentation staff, leadership, and subject matter experts to ensure training content accurately reflects current tools, processes, and service management standards, supporting consistent, high‑quality service delivery.

The position is located in Tampa, Florida, within the university’s Information Technology department.

New Hire Instruction and Onboarding Delivery (40%):

• Provide structured onboarding and initial instruction for new hires in alignment with the New Employee Onboarding Roadmap.
• Deliver training in administrative processes such as time and attendance and leave procedures, operational tasks including trouble‑ticket creation and management, and core ITSM systems and tools such as Jira, Confluence, and Beyond Trust.
• Guide trainees through required learning goals and evaluate competency through exercises such as test tickets and observed workflows, providing feedback and approval as required.

Training Content Development and Maintenance (20%):

• Participate in the ongoing development, review, and maintenance of training content and materials.
• Collaborate with the team and stakeholders to identify gaps, address deficiencies, and incorporate updates or new components as processes, tools, or service models evolve.
• Ensure training materials align with documented procedures and onboarding requirements.

Coordination, Planning and Work Management (20%):

• Plan and coordinate training activities, establish and meet delivery timelines, and provide regular progress updates.
• Maintain transparency of work through project management, issue tracking, and collaboration tools to track training readiness and onboarding progress.

Quality Assurance and Compliance Support (20%):

• Validate that training materials and onboarding activities accurately reflect current processes, tools, and organizational standards.
• Collaborate with internal and external subject matter experts to ensure training content remains accurate, consistent, and aligned with institutional requirements and service management best practices.
• Identify errors or omissions and initiate updates through established documentation and ticketing processes.

MINIMUM QUALIFICATIONS: High school diploma or equivalent and 1‑2 years of related experience. Appropriate college coursework or vocational/technical training may substitute an equivalent rate for required experience.

TECHNICAL

SKILLS:

• Learning management systems (Oracle HR, Saba)
• eLearning authoring tools (Articulate Rise 360)
• Technical writing and documentation
• ITSM tools (Jira Service Management)
• Identity and directory tools (Active Directory, Microsoft Entra )
• Microsoft 365 applications (Teams, SharePoint, Excel)
• Data analysis and reporting for training effectiveness

INDUSTRY KNOWLEDGE:

• Understanding of higher education IT environments and how universities deliver technology services.
• Familiarity with IT Service Management practices such as incident and request management and experience using learning management systems to deliver and track training.
• Knowledge of accessibility and ADA compliance requirements for training content.
• Knowledge of data privacy standards such as FERPA and general security practices.

IT

COMPETENCIES:

• Growth Mindset:
  Takes ownership of personal growth, embraces continuous learning, and views challenges as opportunities.
• Communication:
  Uses appropriate communication styles for diverse audiences, listens, and asks questions to develop understanding.
• Collaboration:
  
  Works with others to achieve common goals, fosters mutual respect, and builds on collective strengths.
• Client Obsession:
  Focuses on meeting client needs and maintaining trust.
• Ownership:
  Takes responsibility and proactively influences areas within…