Hiring: ITSM Training & Enablement Lead Company: BankUnited Location: Miami Lakes, FL Job Posted Time: 2026-09-12 13:20:30 Employment Type: Contract / Remote Target Skills & Keywords : Agile, Change Management, Configuration Management, ServiceNow, User Experience About the job 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. •Strong working knowledge of the ServiceNow platform and its workflows •Solid functional working knowledge of continued learning principles, instructional design practices, organizational change management methods, and technology operations preferred. Required Skills: •This position reports to the ITSM Service Optimization Manager. •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. •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. Qualifications: •Bachelor's degree in Information Technology, Business Administration, Education, Organizational Development, Communications, or a related field, or equivalent professional experience. •Excellent written, verbal, technical communication, facilitation, and presentation skills. •Demonstrated capacity 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. •In-depth knowledge of ITSM governance and the importance of complete, accurate, and reliable service management data. •Demonstrated capacity 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. •Demonstrated capacity to collaborate effectively with internal partners, external parties, vendors, and stakeholders at all organizational levels. •Candidates residing in locations within BankUnited's footprint may be given preference. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!