Summary: The Instructional Designer will develop and deliver educational materials to enhance understanding of Service Management processes within the organization. Reporting to the Service Management Education Lead, the role involves collaboration with various departments to tailor training programs and provide ongoing support. The position is contract-based for six months with the possibility of extension and requires a hybrid working arrangement. Candidates must demonstrate relevant experience and skills in Service Management education and design.

Key Responsibilities:

• Develop Educational Materials: Create engaging presentations, manuals, videos, and online modules that support the implementation of Service Management processes.
• Facilitate Webinars and Courses: Conduct educational sessions tailored for employees at all levels, ensuring a thorough understanding of Service Management concepts, tools, and best practices.
• Customise Educational Programmes: Tailor training programmes to meet the specific needs of different departments and job roles, fostering relevant learning experiences.
• Provide Ongoing Support: Offer continuous support and guidance to staff as they adopt Service Management practices in their daily work routines.
• Monitor Effectiveness: Evaluate the impact of educational programmes through assessments, feedback, and performance metrics, making adjustments to enhance learning outcomes.
• Stay Updated on Trends: Keep abreast of the latest trends and best practices in Service Management to ensure our educational content remains current and relevant.
• Collaborate with Stakeholders: Work closely with leaders, project managers, and process owners to align educational initiatives with organisational goals.
• Promote Continuous Improvement: Encourage a culture of learning and improvement by inviting staff feedback and participation in training opportunities.

Key Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in Service Management implementation and education, preferably in a large organisation.
• Strong understanding of Service Management frameworks such as ITIL and SAFe, with practical application knowledge.
• Excellent communication and presentation skills, capable of simplifying complex concepts for diverse audiences.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Proficiency in animation/video editing software (e.g., Final Cut Pro, Camtasia, Storyline 360).
• Experience designing and implementing Guided Tours and Embedded Help within ServiceNow.
• Familiarity with advanced ServiceNow modules like Governance, Risk and Compliance or HR Service Delivery.
• Experience with the ServiceNow platform, focusing on Now Assist, Virtual Agent, and generative AI.
• Proficiency in Learning Management Systems and Learning Experience Platforms (e.g., Udemy Business).
• Certification in IT Service Management (e.g., ITIL Foundation) is highly desirable.

Salary (Rate): £80,000

City: London

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: Mid-Level

Industry: IT