Service Desk Trainer

Mexico City, Mexico

Ranked as #12 on Forbes’ List of 25 Fastest Growing Public Tech Companies for 2017, EPAM is committed to providing our global team of over 24,000 people with inspiring careers from day one. EPAMers lead with passion and honesty, and think creatively. Our people are the source of our success and we value collaboration, try to always understand our customers’ business, and strive for the highest standards of excellence. No matter where you are located, you’ll join a dedicated, diverse community that will help you discover your fullest potential.


You are creative, original and a visionary. You think outside of the box. You love innovating, collaborating with colleagues and expanding your skills. If this sounds like you, you should consider joining EPAM as a Service Desk Trainer. Scroll down to learn more about the position’s responsibilities and requirements.


  • Deliver technical training to team members through a combination of blended learning solutions;
  • Meet or exceed quality targets for instructor or facilitator performance;
  • Create and design rapid implementation trainings constantly for complex services and products;
  • Execute and share best practices for ensuring excellence in instructor training and performance;
  • Ensure effective delivery of training and solutions to support the highest competence given the level of knowledge and skills required. Conduct pilot training and provide feedback to adjust materials to better serve team members;
  • Provide feedback about leadership on classroom performance, team member experiences, and recommend actions for improvement;
  • Measure effectiveness of training content and delivery;
  • Work is guided by operational and project objectives;
  • Manage multiple assignments and processes;
  • Determine an approach to project independently;
  • Anticipate and prevent potential problems;
  • Present problem analysis and recommended solutions in a creative and logical manner.


  • At least 3 years of relevant experience as a Trainer in an IT service desk environment;
  • Experience in creation and implementation new workflow instructions, other support service documentation;
  • Must have both the necessary technical knowledge and the real-world experience in the subject matter they are assigned to train;
  • Proven experience generating, reviewing and updating training;
  • Self-managed, able to process abstract concepts and convert to training;
  • Experience teaching, coaching, and/or facilitating in a professional environment;
  • Demonstrated ability to apply adult education principals and theory;
  • Training measurement and evaluation skills;
  • Program management ability;
  • Consulting skills;
  • Organizational diagnostics;
  • Change management;
  • Exceptional soft skills.

Nice to have

  • Mentoring and team building expertise;
  • Deep understanding of Service Desk documentation design standards;
  • Understanding of Scrum main terms (standup, retrospective, backlog, iteration, etc.) and principles;
  • Experience generating training for Service Desk or IT services;
  • Plus technical portfolio of user guides, knowledge base articles or similar;
  • Experience training groups of experts in effective manner;
  • ITIL Foundation certification (v3 or higher).

We offer

  • Career plan and real growth opportunities in the company;
  • Hired directly by EPAM;
  • 100% under payroll;
  • Law benefits (IMSS, INFONAVIT, 15 days December, bonus, 25% vacation bonus, Mexican holidays plus December the 24th and 31st);
  • Major medical expenses insurance;
  • Dental insurance;
  • Life insurance;
  • 13 % employee savings fund;
  • Vacations starting with 10 days plus 2 floating days;
  • 30 days leave for the following purposes: maternity leave/adoption;
  • 5 days for regular paternity leave or adoption;
  • Constant training and certifications;
  • Flexible work schedule;
  • Relaxed dress code;
  • Mobility plan with our other sites (25 countries);
  • Relocation plan within México.