A ServiceNow Trainer is responsible for educating individuals and teams on how to effectively use the ServiceNow platform. They design, develop, and deliver training programs, covering topics such as IT service management (ITSM), workflows, and automation. Trainers may conduct in-person or virtual and train the trainer sessions; create training materials; and assess learner progress. Their goal is to ensure users can efficiently utilize ServiceNow to improve business processes.
Primary Responsibilities
Facilitate live (virtual and in‑person) ServiceNow training for technical and non‑technical audiences.
Deliver targeted training on new features, portals, workflows, and catalog items.
Produce and maintain high‑quality training videos, instructor guides, reference guides, and job aids.
Identify training gaps using customer feedback and Knowledge Article trends, and recommend improvements.
Maintain training materials in both digital and print formats to support broad accessibility.
Ensure training programs evolve to meet new requirements by identifying and implementing efficiency and effectiveness enhancements.
Collaborate with product owners, developers, and stakeholders to ensure training aligns with new releases and platform enhancements.
Qualifications
Hands on experience using the ServiceNow platform
3+ years facilitating tailored in person, virtual and train the trainer training
3+ years drafting user documentation (Knowledge Articles, user guides, process guides, job aids)
Strong verbal and written communication skills for training diverse audiences
Ability to simplify complex technical concepts into accessible training materials
Experience collaborating with cross functional teams to refine training requirements and content
Possess excellent customer service skills
Ability to multi-task and self-assign work in a fast-paced environment.
Understanding of ITIL foundation or ITIL certified.
Deliverables
Develop a training curriculum to include module-by-module breakdown with learning objectives, prerequisites, and outcomes and suggested session length and sequence for each module.
Create training materials that include PowerPoint/Google Slides decks with visuals and examples, hands-on exercise guides and lab instructions (where appropriate), video tutorials for complex workflows or configurations and cheat sheets for quick reference.
Design a Performance Analytics training package to include step-by-step guide to creating dashboards and widgets; sample datasets/mock scenarios for practice; and best practices for data visualization and reporting.
Generate a Train-the-Trainer Program
Provide Post-Training Support in the form of Q&A session recordings or FAQs, follow-up email or portal access for learners, feedback collection and analysis for future updates.
Centralize library of all training assets (Confluence, SharePoint, or LMS) with version control and change logs for updates.