ServiceNow Trainer Job Alexandria area,Virginia USA,IT/Tech

Direct Viz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations.

At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs.

We are seeking a highly skilled Service Now Trainer. The ability to obtain a public trust clearance is required. Candidates located in the DC metro region are highly preferred.

Key Responsibilities:

Service Now Training Delivery

Deliver instructor-led, virtual, and hands-on Service Now training sessions for technical and non-technical audiences.
Conduct 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 Service Now implementations, enhancements, upgrades, and releases.
Create realistic Service Now scenarios and exercises that reinforce business processes and platform functionality.
Evaluate participant understanding and provide additional coaching or support when needed.

Training Development & Instructional Design

Develop comprehensive Service Now training materials, including:
User guides and job aids
Quick-reference guides
Standard Operating Procedures (SOPs)
Training presentations
Process documentation
Instructor guides
Knowledge articles
Frequently Asked Questions (FAQs)
Video tutorials and demonstrations
Hands-on exercises and assessments
Convert technical requirements and Service Now workflows into easy-to-understand training content.
Maintain training materials as Service Now configurations, processes, and releases change.
Develop training programs using adult-learning and instructional-design best practices.

Service Now Platform Training

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 and Reporting
Service Now Mobile
Now Assist and Service Now AI capabilities
Workflow automation and Flow Designer
Custom Service Now applications and organizational workflows

Adoption & Change Management

Update the Training Microsite with the latest Service Now updates
Partner with project and change-management teams to support successful Service Now adoption.
Identify user knowledge gaps and recommend targeted training interventions.
Develop training plans aligned with project implementation and release schedules.
Support communications and readiness activities associated with Service Now deployments.
Gather feedback from users and stakeholders to continuously improve training programs.
Monitor training effectiveness and recommend improvements based on adoption, usage, and performance data.
Serve as a Service Now subject-matter resource for users following implementation.

Project & Stakeholder Collaboration

Participate in Service Now project meetings, requirements workshops, demonstrations, sprint reviews, and release-planning activities.
Collaborate with Service Now developers and business analysts to understand new functionality before developing training.
Coordinate training schedules with project managers and stakeholder organizations.
Work with business process owners to ensure training accurately reflects approved processes and procedures.
Maintain training calendars, attendance records, completion metrics, and other training documentation.

Qualifications:

6 years of experience
Bachelor's degree
Service Now Implementation Specialist Certification(s)
Experience training users on Service Now or comparable enterprise technology platforms
Strong understanding of Service Now workflows, navigation, forms, lists, reporting, dashboards, and user experiences
Demonstrated ability to translate complex technical concepts into clear, user-friendly instructions
Experience developing instructor-led and virtual training programs
Strong presentation,…