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ASM Research

ITIL Specialist, Mid

ITIL Foundation plus intermediate or advanced ITIL/ITSM training (such as continual improvement or service operations modules). * Experience conducting formal process audits, health checks, or ...

LanceSoft Inc

Training Specialist

Lexington, MA · On-site

ITIL training experience preferred Prior experience creating training for ServiceNow application highly desirable Prior experience in a global environment preferred Outstanding communication skills ...

eCIFM Solutions Inc.

ServiceNow Trainer

San Ramon, CA · On-site +1

$80K/yr

Understanding of ITIL foundation or ITIL certified. Deliverables * Develop a training curriculum to include module-by-module breakdown with learning objectives, prerequisites, and outcomes and ...

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As of Jul 4, 2026, the average hourly pay for itil trainer in the United States is $25.27, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $28.85 per hour, depending on experience, location, and employer.

What is an ITIL Trainer job?

An ITIL Trainer is responsible for educating individuals and organizations on ITIL (Information Technology Infrastructure Library) best practices. They design and deliver training sessions to help professionals understand IT service management (ITSM) principles and how to apply them in real-world scenarios. ITIL Trainers often prepare candidates for ITIL certification exams, ensuring they grasp key concepts like service strategy, design, transition, operation, and continual improvement. They may work for training organizations, as independent consultants, or within companies to upskill internal teams. Strong communication skills, ITIL expertise, and relevant certifications are essential for this role.

What are the key skills and qualifications needed to thrive in the Itil Trainer position, and why are they important?

To thrive as an ITIL Trainer, you need comprehensive knowledge of ITIL frameworks and best practices, supported by relevant certifications such as ITIL Foundation or higher. Familiarity with training delivery tools (such as Learning Management Systems) and ITSM software is typically required. Strong communication, presentation, and mentoring skills help engage learners and foster understanding. These abilities ensure effective knowledge transfer and empower professionals to implement ITIL principles successfully in their organizations.

What types of organizations typically employ ITIL Trainers, and what is the usual work environment like?

ITIL Trainers are commonly employed by IT consulting firms, corporate training organizations, and large enterprises with dedicated IT service management teams. The work environment can range from classroom or virtual training sessions to on-site workshops with client teams. Trainers regularly collaborate with IT managers, service desk staff, and other stakeholders to ensure training content aligns with organizational goals and current ITSM processes. This role offers the opportunity to work with diverse industries and groups and often involves frequent updates to course material to keep pace with evolving best practices.

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Infographic showing various Itil Trainer job openings in the United States as of June 2026, with employment types broken down into 91% Full Time, 1% Part Time, and 8% Contract. Highlights an 94% Physical, and 6% Remote job distribution, with an average salary of $52,554 per year, or $25.3 per hour.
ITIL Specialist, Mid

ITIL Specialist, Mid

ASM Research

Remote

Full-time

Posted 19 days ago

ASM Research rating

8.6

Company rating: 8.6 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

27th of 207 rated it services

Job description

The ITIL Specialist, Mid leads the design, implementation, and continual refinement of ITIL-aligned service management processes to strengthen the stability, consistency, and performance of IT services. This role assesses current incident, problem, change, request, and release workflows, identifies operational gaps, and produces optimized processes aligned with business objectives, governance frameworks, and federal IT requirements.
Operating at a journeyman level, the specialist collaborates with process owners, service desk teams, operations, and project stakeholders to establish standard procedures, ensure supporting tools are correctly configured, and monitor compliance through KPIs, dashboards, and audits. The position is instrumental in driving continual service improvement across a dynamic federal IT environment.
Key Responsibilities
  • Lead analysis of existing ITSM processes and design future-state workflows for incident, problem, change, request, and release management that follow ITIL best practices and organizational directives.
  • Develop, publish, and maintain high-quality process documentation-including process flows, RACIs, SOPs, and work instructions-to support operational consistency across teams.
  • Define and maintain ITSM KPIs and metrics (e.g., MTTR, change success rate, backlog trends), generate insights from data, and recommend actionable improvements.
  • Act as or support process owner/manager functions by championing process changes, coordinating communications, and ensuring alignment with policies, compliance requirements, and internal controls.
  • Partner with ITSM platform administrators to translate process designs into tool functionality, validate workflow behavior, and support enhancements or automation opportunities.
  • Lead or facilitate process audits, health checks, and compliance reviews; analyze ticket samples, document findings, and drive remediation actions with accountable stakeholders.
  • Support and facilitate root-cause analysis and corrective action planning for major or recurring incidents and problems, ensuring governance adjustments and process changes accompany technical remediation.
  • Provide coaching and knowledge sharing to junior team members and operations staff on ITIL frameworks, process adherence, and continual service improvement techniques.

Required Qualifications
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent relevant experience.
  • 4-7 years of experience in IT service management or IT operations roles with direct responsibility for ITIL-aligned processes (such as incident, problem, or change management).
  • Strong understanding of the ITIL service lifecycle, process interdependencies, and governance frameworks within enterprise IT environments.
  • Demonstrated experience analyzing, designing, and documenting ITSM processes and successfully implementing them into daily operations.
  • Proficiency with incident, problem, and change management tools or enterprise ITSM platforms, including reporting, dashboards, and KPI development.
  • Excellent analytical, communication, and interpersonal skills with the ability to balance multiple initiatives and coordinate across diverse teams.
  • Proven experience analyzing, designing, and documenting ITSM processes and implementing them in an operational environment.
  • Proficiency with problem and incident management tools or broader ITSM platforms, including reporting and KPI development.
  • Excellent problem-solving, analytical, communication, and interpersonal skills, with the ability to manage and prioritize multiple concurrent tasks.
  • Candidates MUST have a current secret security clearance.

Preferred Qualifications
  • Hands-on experience leading one or more ITIL processes (for example, problem or change management) in an enterprise or government IT environment.
  • ITIL Foundation plus intermediate or advanced ITIL/ITSM training (such as continual improvement or service operations modules).
  • Experience conducting formal process audits, health checks, or readiness assessments and presenting findings to leadership.
  • Familiarity with continual service improvement techniques and facilitation of lessons-learned or review sessions.

Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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