ITSM Training & Enablement Lead

This is a hybrid position location in Miami Lakes, FL.

JOB SUMMARY

The ITSM Training & Enablement Lead establishes and executes the enterprise ITSM education, adoption, and governance enablement program. This role translates ITSM strategies, policies, process standards, and continual improvement priorities into practical training, communications, job aids, workshops, and reinforcement activities that improve process adoption, data quality, service performance, and audit readiness.

The role partners with ITSM process owners, ITSM stakeholders, and IT partners to develop role-based enablement for front end resolvers, team leaders, managers, and process stakeholders. Initial focus includes improving Change and Incident record quality, including impacted Configuration Items, risk and impact information, categorization, implementation details, resolution information, and other data required to support governance and reporting.

This position supports audit and regulatory readiness by maintaining training evidence, and repeatable education controls. The role reinforces adherence to approved policies and procedures, helps identify recurring compliance or data quality gaps, and supports the ITSM Service Optimization Manager in sustaining process improvements and reducing operational risk caused by inconsistent process execution.

This position reports to the ITSM Service Optimization Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develops and executes an enterprise ITSM training and enablement program aligned to ITSM priorities, process maturity goals, governance requirements, and Continual Service Improvement initiatives.
• Creates role-based learning paths, onboarding materials, training content, workshops, job aids, communications, and knowledge content for ITSM processes.
• Delivers ITSM training through remote and in-person sessions, workshops, demonstrations, skill assessments, and reinforcement activities.
• Provides education and enablement across ITSM processes, including Change, Major Incident, Incident, Problem, Request, Knowledge, Service Desk Operations, CMDB, Asset Management, ServiceNow capabilities, and related governance functions such as Observability, Contract Management, Time Tracking. Develops related online training content with quizzes to confirm understanding.
• Translates technical, process, governance, and control requirements into clear guidance for technical and nontechnical audiences.
• Partners with ITSM process owners to communicate policies, procedures, role expectations, process changes, and control requirements.
• Drives adoption of new or revised workflows, automation, AI capabilities, self-service tools, ServiceNow enhancements, and ITSM modernization initiatives.
• Reinforces expectations for complete and accurate ITSM records, including Configuration Items, affected services, risk, impact, approvals, categorization, resolution details, root cause, and vendor involvement.
• Performs regular reviews of ITSM records to measure data quality, past training effectiveness, and adherence to established processes and procedures.
• Uses data quality findings, audit observations, adoption metrics, and stakeholder feedback to create targeted coaching, training, and remediation plans.
• Maintains training evidence, content versions, completion records, review dates, acknowledgments, and remediation documentation to support audit readiness.
• Develops and maintains standard operating procedures, templates, checklists, quick-reference materials, and knowledge content.
• Identifies opportunities to improve forms, workflows, user experience, knowledge content, communications, automation, and controls.
• Builds effective relationships with ITSM process owners, ITSM stakeholders, and IT partners.
• Other duties and special projects may be assigned.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

SUPERVISORY RESPONSIBILITIES

• This position does not initially have direct supervisory responsibilities.
• Leads cross-functional training and enablement initiatives through influence, facilitation, collaboration, and subject matter expertise.
• Coordinates work performed by process owners, subject matter experts, training partners, vendors, contractors, and other contributors involved in developing or delivering ITSM education.
• Provides coaching and constructive guidance related to ITSM process execution, data quality, documentation, and adoption.

QUALIFICATIONS

Education

• Bachelor's degree in Information Technology, Business Administration, Education, Organizational Development, Communications, or a related field, or equivalent professional experience.

Experience

• 5+ years of experience in Information Technology, IT Service Management, process management, governance, training, enablement, organizational change management, or a related discipline.
• 3+ years of experience working with ITSM processes such as Change, Incident, Problem, Request, Knowledge, Service Desk, Configuration Management, or Asset Management.
• 3+ years of experience developing or delivering organizational training, technical education, process enablement, or enterprise communications.
• Experience developing training and educational materials, including online content, for multiple audience types and levels of technical knowledge.
• Experience using metrics, reporting, assessments, quality reviews, or audit findings to identify performance, adoption, compliance, or data quality gaps.
• Experience partnering with process owners, technical teams, vendors, and stakeholders across organizational boundaries.
• Strong working knowledge of the ServiceNow platform and its workflows
• Working knowledge of continued learning principles, instructional design practices, organizational change management methods, and technology operations preferred.

Licenses and Certifications

• ITIL Foundation certification preferred.
• ServiceNow certification or relevant platform training is a plus.
• Certification in instructional design, adult learning, training delivery, organizational change management, process improvement, Prosci, Lean, Agile, COBIT, KCS, or similar discipline is a plus but not required.

Knowledge, Skills, and Abilities

• Excellent written, verbal, technical communication, facilitation, and presentation skills.
• Ability to translate complex technical, process, governance, and control requirements into clear, concise, and actionable educational content.
• Strong analytical skills with the ability to interpret process metrics, quality findings, audit observations, and stakeholder feedback.
• Strong understanding of ITSM governance and the importance of complete, accurate, and reliable service management data.
• Ability to design engaging learning experiences for technical and nontechnical audiences.
• Strong interpersonal, collaboration, influence, and relationship-building skills.
• Strong self-starter with the ability to work autonomously, manage competing priorities, and lead multiple initiatives.
• Ability to collaborate effectively with internal partners, external parties, vendors, and stakeholders at all organizational levels.

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.