ServiceNow Trainer

DirectViz Solutions (DVS) is a dynamic, rapidly growing government contractor delivering innovative IT solutions for mission‑critical government needs. DVS prioritizes its employees as its greatest asset and offers competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate‑funded technology certifications, and robust employee recognition programs. The position requires the ability to obtain a public‑trust clearance.

Responsibilities

• Deliver instructor‑led, virtual, and hands‑on ServiceNow training sessions for technical and non‑technical audiences, including role‑based training for end users, fulfillers, managers, process owners, administrators, and other stakeholder groups.
• Facilitate demonstrations, workshops, office hours, and knowledge‑transfer sessions; provide training for new ServiceNow implementations, enhancements, upgrades, and releases.
• Create realistic ServiceNow scenarios and exercises that reinforce business processes and platform functionality; evaluate participant understanding and provide additional coaching or support as needed.
• Develop comprehensive ServiceNow training materials such as user guides, job aids, quick‑reference guides, Standard Operating Procedures (SOPs), presentations, process documentation, instructor guides, knowledge articles, FAQs, video tutorials, hands‑on exercises, and assessments.
• Convert technical requirements and ServiceNow workflows into easy‑to‑understand training content and maintain materials as configurations, processes, and releases change.
• Apply adult‑learning and instructional‑design best practices to develop training programs.
• Provide training across ServiceNow capabilities, including IT Service Management (ITSM), Incident Management, Request Management/Service Catalog, Problem Management, Change Management, Knowledge Management, Service Portal/Employee Center, Configuration Management Database (CMDB), IT Operations Management (ITOM), Customer Service Management (CSM), Strategic Portfolio Management (SPM), Human Resources Service Delivery (HRSD), Performance Analytics, ServiceNow Mobile, Now Assist, AI capabilities, workflow automation, Flow Designer, and custom ServiceNow applications.
• Update the training microsite with the latest ServiceNow updates; partner with project and change‑management teams to support adoption; identify user knowledge gaps and recommend targeted training interventions; develop training plans aligned with implementation and release schedules; support communications and readiness activities; gather feedback and continuously improve programs; monitor effectiveness and recommend improvements; serve as a ServiceNow subject‑matter resource post‑implementation.
• Participate in ServiceNow project meetings, requirements workshops, demonstrations, sprint reviews, and release‑planning activities; collaborate with ServiceNow developers and business analysts; coordinate training schedules with project managers and stakeholder organizations; work with business process owners to ensure training reflects approved processes; maintain training calendars, attendance records, completion metrics, and other documentation.

Qualifications

• Minimum 6 years of relevant experience.
• Bachelor’s degree.
• ServiceNow Implementation Specialist certification(s).
• Experience training users on ServiceNow or comparable enterprise technology platforms.
• Strong understanding of ServiceNow workflows, navigation, forms, lists, reporting, dashboards, and user experiences.
• Proven ability to translate complex technical concepts into clear, user‑friendly instructions.
• Experience developing instructor‑led and virtual training programs.
• Strong presentation, facilitation, written communication, and interpersonal skills.
• Experience creating training presentations, user guides, job aids, SOPs, and knowledge articles.
• Ability to train audiences with varying levels of technical knowledge.
• Strong organizational skills with the ability to support multiple projects and priorities simultaneously.
• Experience working within Agile, Scrum, or similar technology‑delivery environments.

Physical and Mental Qualifications

• Maintain awareness during scheduled working hours.
• Prolonged periods sitting or standing at a desk and working on a computer (mouse and keyboard).
• Ability to lift up to 15 pounds.
• Excellent verbal and written communication; good command of the English language.
• Execute tasks independently and work as a team.
• Learn and remember routine tasks.
• Strong organizational, grammar, business correspondence, and self‑management skills.
• Ability to perform the essential functions of the position; reasonable accommodations will be provided if requested.

Benefits

• Competitive compensation.
• Comprehensive medical benefits.
• 401(k) match.
• Generous PTO accrual.
• Professional development reimbursement.
• Corporate‑funded technology certifications.
• Robust employee recognition and appreciation programs.