Trainer - SD

Job Title: Service Desk Enablement Trainer – Google Cloud RaMP Service Desk
Role Overview
We are looking for a dynamic Service Desk Trainer to lead the enablement of our Google Cloud Migration Assessment Service Desk team. This is not a standard IT training role; it requires a unique blend of analytical logic, sales acumen, and operational rigor.
Each Assessment begins with a request submitted by a Seller or Partner. This request is received by the Service Desk team, reviewed for eligibility, aligned to an Assessment type and triaged to the appropriate Assessment Delivery channel. The Service Desk team then endorses the request to the appropriate contact in that channel (or in the case of Self-Service, links the appropriate Self-Service guidance back to the CE to engage with Customer)
As the Trainer, you will ensure our analysts are not just processing tickets, but acting as strategic partners to Sellers and Partners by accurately triaging complex migration requests.
Responsibilities
1. Analytical & Process Training
Curriculum Development: Design and deliver training for a Triaging Framework, covering request intake, qualification, and multi-channel routing (Vendor, Partner, PSO, Self-Service).
Decision Logic: Operationalize the Delivery Model Priority Order through decision-tree training to ensure consistent migration pathing.
Exception Management: Coach analysts on identifying and documenting edge cases that fall outside standard routing logic.
2. Sales & Stakeholder Enablement
Commercial Awareness: Educate teams on the market sales cycle, emphasizing the impact of opportunity validation on customer proposals and speed-to-market.
Communications Coaching: Train staff on brand-aligned stakeholder management, utilizing standardized templates while exercising judgment to adapt tone.
Stakeholder Alignment: Foster an empathetic culture that balances the needs of Sellers (speed), Partners (opportunity), and Customers (security).
3. Technical & Operational Proficiency
Tech Stack Instruction: Lead hands-on certifications for Buganizer, Salesforce (Vector), and RaMP to ensure data integrity across systems.
Technical Classification: Simplify complex cloud migration paths (e.g., GCE vs. GCVE) for non-technical staff using the Workload Classification Matrix.
Quality Assurance: Define and monitor Proof of Execution (PoE) protocols to ensure all deliver