Process and Technical Trainer

We are seeking a dynamic and experienced Process and Technical Trainer to join our team at Bell Techlogix. The primary responsibility of this role is to design, develop, and deliver training programs for our employees focused on Client and Internal Processes, ITIL practices, Technical Troubleshooting, and ITSM platforms like ServiceNow and Salesforce. The trainer will also actively participate in client transitions to understand and meet client-specific training requirements.

Key Responsibilities:

• Develop and deliver training programs that cover the following:
• Client-specific Processes and Procedures
• Internal Processes
• ITIL principles and best practices
• Technical Troubleshooting Basic, Advanced and Expert Level Training
• Training for Cross-Functional Teams
• Effective utilization of ITSM platforms, including ServiceNow and Salesforce.
• Collaborate with client transition teams to gather and analyze client-specific training needs, ensuring alignment with client objectives and requirements.
• Create training materials, including presentations, manuals, and e-learning modules, tailored to the specific needs of employees and clients.
• Conduct training sessions through various formats, including classroom training, virtual sessions, and on-the-job coaching.
• Conduct training across multiple delivery units including but not limited to Service Desk, Cross Functional Teams, Deskside Support, Cloud and Infrastructure Teams
• Monitor and assess employee performance and training effectiveness, making necessary adjustments to training programs.
• Stay up-to-date with industry trends, ITIL framework updates, and changes in ITSM platforms to incorporate relevant updates into training materials.
• Administer certifications and assessments to validate employee knowledge and skills.
• Collaborate with Subject Matter Experts (SMEs) and technical teams to ensure training content is accurate and up-to-date.
• Provide feedback and recommendations for process improvement and training enhancements.

Requirements:

• Bachelor&aposs degree in Information Technology, Computer Science, or a related field.
• ITIL Foundation certification is required, and ITIL Intermediate/Expert certification is a plus.
• Demonstrated expertise in Technical Troubleshooting and ITSM platforms, such as ServiceNow and Salesforce.
• Proven experience in developing and delivering training programs, preferably in an ITIL Managed Services environment.
• Strong communication, presentation, and interpersonal skills.
• Ability to adapt to changing requirements and a fast-paced work environment.
• Technical Certifications (e.g: CompTIA A+, Network +, CCNA, etc.) will be a plus.
• Certification in instructional design or training facilitation is a plus.

Bell Techlogixis an equal opportunity employer. We encourage diversity and welcome applications from candidates of all backgrounds.

Note: The above job description is intended to describe the general content of and requirements for the performance of this position. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.