Senior Instructional Designer – Service Desk Learning

? Location: Vancouver, BC (Open to Remote Candidates Across Canada)

? Contract: 6 Months (Robust 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.

📌 Senior Instructional Designer (Waterloo)
🏢 Robert Half
📍 Waterloo