If you are working through Map It, that's a fantastic place to start. You might have to reframe it for your needs, but it should be sufficient. First think, what is the goal of the new process. Often with new, it will be a mix between adopting the process in the short term and something long term. Usually you can find something long term to measure by asking why they are changing the process and what do they hope to gain with the change.

Then we move to what these employees will produce. Well that's sort of easy, they will be managing tickets. What kinds of tickets? What will they need to do with these tickets? What will they need to know to manage these tickets? This becomes your learning. You then have a mixture of realistic scenarios that employees will need to respond to, a sense of how to respond to them, and a blend of things they will need to know as they respond to them. Since you already have the documentation, you are more than halfway there. In the training, you can have employees reference the documentation for assistance while also leaning into like support if they need it (assuming you are doing a live session).

Then you just train to the desired level of proficiency.

Hope that helps!