PRIMARY PURPOSE:

The IT Service Management Training Specialist is responsible for supporting the development, delivery, and continuous improvement of onboarding and training programs for IT Service Management employees. The IT Service Management Training Specialist develops, maintains, and updates training materials; delivers structured small-group and one-on-one training sessions; and evaluates training effectiveness through feedback and performance outcomes. The IT Service Management Training Specialist collaborates with documentation staff, leadership, and subject matter experts to ensure training content accurately reflects current tools, processes, and service management standards, and supports consistent, high-quality service delivery.

ORGANIZATIONAL SUMMARY:

Located in the vibrant and diverse Tampa Bay region of Florida’s gulf coast, the University of South Florida (USF) is a Preeminent State Research University with campuses in Tampa, St. Petersburg and Sarasota-Manatee. Rated as one of the top places to live in the U.S., Tampa Bay offers a high quality of life, year-round sunshine, and easy access to top-rated entertainment. USF is one of the nation’s largest public universities, serving more than 50,000 students with an annual budget of $1.8 billon. Over the past five years, USF has been the fastest-rising university in the nation, public or private, on the U.S. News and World Report's list of best universities, which it ranks as the 44th best public university in America.

USF is proud to be an innovating partner within the Tampa Bay region, listed by Forbes as the top emerging tech city in the country.

USF Information Technology (USF IT) provides technology services and support for the University of South Florida. The IT team, led by the Vice President and CIO, provides the following services: Administrative Services, Client Support, Communication Services, Teaching and Learning, Analytics and Reporting, Mobile and Web Services, Consulting Services, Cybersecurity Service and Research Technologies. For more information, please visit: Information Technology | University of South Florida (usf.edu).

ADDITIONAL INFO FOR APPLICANTS: The selected candidate must have current work authorization in the United States. This position is not eligible for Visa Sponsorship.

USF offers GREAT BENEFITS to full time employees!!

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation Days
• Paid Sick Days
• 11 Paid Holidays
• Various Retirement Options, including 401K employer match
• Tuition Assistance (available for yourself, spouse, partner or dependent)

For more information about your total compensation package and other USF benefits, please visit: Work at USF

PRIMARY DUTIES:

40% New Hire Instruction and Onboarding Delivery:

• Provides structured onboarding and initial instruction for new hires in alignment with the New Employee Onboarding Roadmap.
• Delivers training in administrative processes (e.g., time and attendance, leave procedures), operational tasks (e.g., creating and managing trouble tickets, use of web phone and collaboration tools), and core ITSM systems and tools (e.g., Jira, Confluence, Beyond Trust, IT Knowledge Base, IAM tools).
• Guides trainees through required learning goals and evaluates competency through exercises such as test tickets and observed workflows, providing feedback and approval as required.

20% Training Content Development and Maintenance:

• Participates in the ongoing development, review, and maintenance of training content and materials.
• Works collaboratively with the team and stakeholders to identify gaps, address deficiencies, and incorporate updates or new components into training modules as processes, tools, or service models evolve.
• Ensures training materials align with documented procedures and onboarding requirements

20% Coordination, Planning and Work Management:

• Collaborate with the team and managers to plan and coordinate training activities, establish and meet delivery timelines, and provide regular progress updates.
• Maintains transparency of work through project management, issue tracking, and collaboration tools to track training readiness, onboarding progress, and outstanding issues related to training delivery and content.

20% Quality Assurance and Compliance Support:

• Supports quality assurance and compliance by validating that training materials and onboarding activities accurately reflect current processes, tools, and organizational standards.
• Collaborates with internal and external subject matter experts and stakeholders as needed to ensure training content remains accurate, consistent, and aligned with institutional requirements and service management best practices.
• Identifies errors or omissions and initiates updates through established documentation and ticketing processes.

MINIMUM QUALIFICATIONS:

This position requires a high school diploma or equivalent, and 1-2 years of related experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.

TECHNICAL SKILLS:

• Learning management systems (Oracle HR, Saba)
• eLearning authoring tools (Articulate Rise 360)
• Technical writing and documentation
• ITSM tools (Jira Service Management)
• Identity and directory tools (Active Directory, Microsoft Entra ID)
• Microsoft 365 applications (Teams, SharePoint, Excel)
• Data analysis and reporting for training effectiveness

INDUSTRY KNOWLEDGE:

• Understanding of higher education IT environments and how universities deliver technology services to students, faculty, and staff.
• Familiarity with IT Service Management (ITSM) practices, such as incident and request management, is important, along with experience using learning management systems to deliver and track training.
• An understanding of accessibility and ADA compliance requirements for training content.
• Knowledge of data privacy standards such as FERPA and general security practices.

IT COMPETENCIES:

• Growth Mindset: Takes ownership of personal growth and embraces the concept that intelligence and talent can be developed through continuous learning. Willing to take on new challenges, and views failure as an opportunity to grow.
• Communication: Comfortable using a broad range of communication styles, and chooses appropriate, effective ways to communicate. Adapts communication style depending on the audience and situation. Listens and asks questions to develop a better understanding.
• Collaboration: Collaborates with others in the pursuit of common missions, visions, values and goals. Fosters a sense of community within and across teams, building on mutual respect, trust, and drawing on the strengths of others.
• Client Obsession: Client focused when creating solutions or solving problems, believing that everything we do is to earn and keep our clients’ trust.
• Ownership: Takes responsibility, accountability and proactively focuses on areas they can directly influence. Understands their role within the team and recognizes that they share the team’s successes and failures.
• Outcome Driven: Focuses on desired results, business outcomes, and how to achieve them. Takes appropriate actions to ensure commitments are met and results achieved.