Job Description Help for Job Description. Opens a new window. 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, ...For full information see follow application link. BankUnited is an Affirmative Action and Equal Opportunity Employer. BankUnited does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.