ServiceNow Trainer

DirectViz Solutions, LLC; Alexandria (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

DirectViz Solutions, LLC is seeking a highly skilled ServiceNow Trainer to deliver instructor-led, virtual, and hands-on training for ITSM, CMDB, HRSD, and more. The ability to obtain a public trust clearance is required, and candidates located in the DC metro region are highly preferred.

The role includes developing training materials, SOPs, user guides, knowledge articles, video tutorials, and hands-on exercises, while coordinating training schedules with project teams and supporting adoption

Qualifications

• 6 years of experience delivering ServiceNow training and related programs.
• Bachelor's degree required.
• ServiceNow Implementation Specialist Certification(s) required.
• Experience training users on ServiceNow or comparable enterprise platforms.
• Strong understanding of ServiceNow workflows, navigation, forms, lists, dashboards, and user experiences.
• Experience developing instructor-led and virtual training programs.
• Ability to train audiences with varying levels of technical knowledge.
• Experience working in Agile/Scrum environments.
• Candidates located in the DC metro region are highly preferred.

Responsibilities

• Deliver instructor-led, virtual, and hands-on ServiceNow training sessions for technical and non-technical audiences.
• Develop training materials: guides, SOPs, job aids, SOPs, knowledge articles, videos, and assessments.
• Create training content for new ServiceNow implementations, enhancements, upgrades, and releases.
• Coordinate with project managers and stakeholders to schedule training events and track progress.
• Support adoption and change management activities; assess knowledge gaps and provide coaching.

Skills

ServiceNow

Training delivery

Public trust clearance

Presentation skills

Instructional design

ITSM knowledge

Agile/Scrum

Education

Bachelor's degree

Tools

ServiceNow Certification

Job description

DirectViz 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 ServiceNow Trainer. The ability to obtain a public trust clearance is required. Candidates located in the DC metro region are highly preferred.

Key Responsibilities:

ServiceNow Training Delivery

• Deliver instructor-led, virtual, and hands-on ServiceNow 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 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 when needed.

Training Development & Instructional Design

• Develop comprehensive ServiceNow 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 ServiceNow workflows into easy-to-understand training content.
• Maintain training materials as ServiceNow configurations, processes, and releases change.
• Develop training programs using adult-learning and instructional-design best practices.

ServiceNow 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
• ServiceNow Mobile
• Now Assist and ServiceNow AI capabilities
• Workflow automation and Flow Designer
• Custom ServiceNow applications and organizational workflows

Adoption & Change Management

• Update the Training Microsite with the latest ServiceNow updates
• Partner with project and change-management teams to support successful ServiceNow 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 ServiceNow 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 ServiceNow subject-matter resource for users following implementation.

Project & Stakeholder Collaboration

• Participate in ServiceNow project meetings, requirements workshops, demonstrations, sprint reviews, and release-planning activities.
• Collaborate with ServiceNow 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
• 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
• 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 interpersonal skills
• Experience developing 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
• Candidates located in the DC metro region are highly preferred.

Physical and Mental Qualifications:

• Be able to maintain awareness during scheduled working hours
• Prolonged periods sitting or standing at desk and working on a computer (mouse and keyboard)
• Able 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
• Learns and memories routine tasks
• Strong organizational, grammar, business correspondence, and self-management skills
• Candidates must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodation will be provided for employees with disabilities.
• DVS retains the right to change or assign other duties to this position

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998