Knowledge Manager and Trainer

Location

Washington, DC

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Do you thrive in an organization that embeds professional development into its core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level.

Securi Gence, LLC is seeking a Knowledge Manager and Trainer to support a federal government program by developing, managing, and delivering a comprehensive knowledge management and training program for the Service Now IT Service Management (ITSM) Tool. This role will combine training and knowledge management with Service Now business analysis responsibilities, ensuring users have the knowledge, resources, and system enhancements needed to effectively support FCC processes and Service Now functionality.

• Develop and manage a comprehensive knowledge management program to support FCC Service Now ITSM processes.
• Conduct business analysis for Service Now, including gathering and documenting requirements, analyzing workflows, and identifying opportunities for process improvements.
• Collaborate with stakeholders to define Service Now enhancements, develop user stories, and support Agile development sprints.
• Create high-quality, accessible educational resources, including training guides, presentations, and multimedia content.
• Present and demonstrate FCC processes and Service Now functionality through live instruction and recorded training videos.
• Develop custom graphics packages and photographic images to enhance training materials.
• Create Service Now Guided Tours across product areas using Agile methodologies.
• Maintain training and communications content on all Service Now Portals.
• Document procedures for training, business analysis, and communication support.
• Ensure accessibility standards and high-quality recordings are met for all training materials.
• Deliver training sessions tailored to varying user roles, responsibilities, and technical skill levels.
• Conduct hands‑on training workshops and interactive e‑learning modules for self‑paced learning.
• Provide regular training updates to reflect Service Now feature enhancements and FCC process changes.
• Collaborate with FCC stakeholders to identify knowledge gaps, training needs, and functional requirements.
• Gather feedback from participants and incorporate improvements into future training and system requirements.
• Ensure secure use of government‑furnished equipment, screen sharing, and FCC‑approved connections for demonstrations.
• Other duties as assigned.

• Bachelor’s degree in Information Technology, Education, Communications, or related field OR high school diploma or GED equivalent with 7+ years of relevant experience may substitute for education.
• 5+ years of experience in knowledge management, training, or instructional design within a federal or enterprise IT environment.
• 2+ years of hands‑on experience with Service Now ITSM tools, including business analysis, content development, and user training.
• U.S. Citizenship.
• Background check with the ability to obtain/maintain a Public Trust.

• Working knowledge of Service Now functionality, workflows, and ITSM modules.
• Proficiency in business analysis tasks, including requirements elicitation, process mapping, user story creation, and backlog management.
• Ability to translate business needs into functional Service Now requirements and support Agile delivery.
• Ability to design and deliver engaging training for both technical and non‑technical audiences.
• Skilled in developing multimedia training content, including graphics, video, and interactive modules.
• Familiarity with accessibility standards for training and communications.
• Excellent written and verbal communication skills with the ability to translate technical processes into clear, user‑friendly guidance.
• Strong collaboration skills to work with stakeholders, gather feedback, and continuously improve both training and system functionality.
• Ability to manage multiple projects and deadlines in a fast‑paced federal contracting environment.
• Commitment to high‑quality knowledge management practices and continuous user education.

At Chenega MIOS, our professional development plan focuses on helping team members at every level identify and use their strengths to do their best work. From entry‑level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to sharpen skills through hands‑on experience, formal development programs, and continuous learning throughout careers.

At Chenega MIOS, we value our team members and offer them a broad range of benefits. Learn more about what working at Chenega MIOS can mean for you.

USD $ / Yr. Up to USD $ / Yr.