ServiceNow Trainer

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.

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.

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.

Provide training across applicable Service Now capabilities, which may include:

IT Service Management (ITSM)

Request Management / Service Catalog

Change Management

Knowledge Management

Service Portal / Employee Center

IT Operations Management (ITOM)

Customer Service Management (CSM)

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

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.

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.

• 6 years of experience
• 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, facilitation, written communication, and…