Training Coordinator

Position Title
Training Coordinator — Federal / Service Now
Work Location On-site — Chantilly, VA Clearance Req. Active Top Secret/SCI (TS/SCI) required prior to start Salary Range $95,000 - $105,000 annually (commensurate with experience)
Reports To Program Manager

Blue Sky Innovative Solutions, LLC is seeking a mid-level Training Coordinator to support a federal customer's Service Now enterprise operations program. This individual plays a central role in driving adoption and quality of delivered capabilities across the federal customer's Service Now and Microsoft SharePoint/Teams/Power BI platforms — operating across unclassified, Secret, and Top Secret classified network environments. Working closely with the Program Manager, Senior Service Now Architect, Business Process Consultant, and SharePoint Developer, the Training Coordinator ensures that every capability released is thoroughly tested, fully documented, and accompanied by practical, accessible training for end users at all levels.

• Develop comprehensive training programs for every new capability release across Service Now and Microsoft 365 platforms, including user guides, job aids, quick reference cards, and SOPs tailored to specific user roles and workflows.
• Design, produce, and maintain a library of recorded training sessions hosted in the Government-designated SharePoint environment, ensuring recordings remain current with each platform release or workflow change.
• Deliver monthly live online training sessions to all user roles and permission groups, adapting content for varying technical proficiency levels ranging from end users to system administrators.
• Facilitate and host at least one on-site training session per month at the federal customer's classified facility, accommodating groups of up to 10 users per session.
• Develop a detailed training plan for each new capability deployment, documenting objectives, audience, delivery method, schedule, and success criteria — submitted and Government-approved prior to delivery.
• Collaborate with the Business Process Consultant to ensure training content accurately reflects approved business processes and workflow intent, not just technical system behavior.
• Facilitate Out-of-the-Box (OOTB) review workshops alongside the BPC for each Service Now process or application in scope, ensuring users understand baseline functionality before customizations are introduced.

• Produce structured Test Plans for each development release, defining testing scope, roles and responsibilities, entry/exit criteria, schedule, and acceptance standards in alignment with Government‑approved requirements.
• Develop and maintain Test Cases derived from approved user stories and acceptance criteria, ensuring adequate coverage of functional requirements, edge cases, and role‑based access scenarios.
• Schedule, coordinate, and facilitate UAT execution sessions with federal customer end users and stakeholders, tracking participation, progress, and issue resolution across test cycles.
• Document test execution results, defect logs, and resolution status; maintain a clear record of all issues raised during UAT and their disposition prior to Government acceptance sign‑off.
• Produce User Acceptance Testing documentation packages for Government review and written approval, capturing test results, open issues, and formal acceptance or conditional acceptance findings.
• Coordinate with the Senior Service Now Architect and development team to ensure defects identified during UAT are triaged, assigned, and resolved before deployment to production.

• Serve as the primary author of all end‑user training documentation delivered under the program, including but not limited to business process workflow documents, training guides, knowledge transfer files, and training artifacts.
• Deliver all diagrams, workflow visuals, and other documentation artifacts in their native file format to enable future editing and maintenance by the Government.
• Maintain a complete,…