Senior Instructional Designer

Senior Instructional Designer – Service Desk Learning 📍 Location: Calgary, AB (Open to Remote Candidates Across Canada) 📅 Contract: 6 Months (Strong Possibility of Extension) 🏠 Work Arrangement: Remote About the Role Our client is seeking an experienced Senior Instructional Designer to design and develop scalable learning solutions that support Service Desk teams across multiple business areas. This role will transform complex business processes, systems, and subject matter expertise into engaging learning experiences that improve onboarding, capability development, and service quality. Working closely with Service Desk Operations, Service Readiness, Subject Matter Experts, and business stakeholders, you will develop learning programs that enable employees to build confidence, demonstrate competency, and deliver consistent customer support. Key Responsibilities Design end-to-end learning strategies, curricula, and learning paths for onboarding, cross-training, upskilling, and transition readiness. Develop blended learning solutions including instructor-led training, virtual learning, eLearning, videos, microlearning, and scenario-based exercises. Translate complex business processes, SOPs, and workflows into engaging learning content. Create facilitator guides, participant guides, presentations, job aids, knowledge articles, eLearning modules, and assessments. Collaborate with SMEs and operational teams to validate learning content and ensure business alignment. Support train-the-trainer sessions, pilot programs, and continuous improvement initiatives. Measure learning effectiveness and enhance training based on feedback and operational performance. Required Qualifications 10+ years of experience in Instructional Design, Learning Experience Design, or Training Development. Proven experience designing end-to-end learning solutions and blended learning programs. Strong knowledge of adult learning principles and instructional design methodologies. Excellent communication, facilitation, stakeholder management, and content development skills. Ability to simplify complex technical or business processes into practical learning experiences. Preferred Qualifications Experience supporting Service Desk, IT Service Management (ITSM), Shared Services, Contact Centre, or Tier 1/Tier 2 support environments. Experience with ServiceNow, SAP, Five9, ERP systems, or digital learning platforms. Familiarity with WalkMe, Tango, or EnableNow is an asset. Experience supporting organizational change, knowledge management, or operational transitions.

The Senior Instructional Designer will design and develop scalable learning solutions for Service Desk teams, transforming complex processes into engaging learning experiences. This role involves collaborating with various stakeholders to create effective training programs that enhance employee capabilities and service quality.

Candidates should have over 10 years of experience in instructional design and a proven track record of developing blended learning solutions. Strong communication skills and the ability to simplify complex processes into practical learning experiences are essential.

Identified from the job description. Confirm important requirements above.

• Instructional Design
• Learning Experience Design
• Training Development
• Adult Learning Principles
• Stakeholder Management
• Content Development
• Technical Simplification
• Service Desk
• IT Service Management
• Shared Services
• Contact Centre
• Digital Learning Platforms
• Organizational Change
• Knowledge Management
• Operational Transitions

Minimum experience

10+ years

Apply by

Aug 16, 2026