ServiceNow Trainer

DirectViz Solutions, LLC; Washington (District of Columbia); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

PTO accrual

Professional development reimbursement

Corporate-funded certifications

Recognition programs

Job summary

DirectViz Solutions, LLC (DVS) is seeking a highly skilled ServiceNow Trainer to deliver instructor-led, virtual, and hands-on training for ITSM, Service Catalog, HRSD, and more. The role requires a public trust clearance and DC metro region preference.

You will develop comprehensive training materials, coordinate with project teams, and drive adoption through change-management activities while ensuring training reflects approved processes.

Qualifications

• 6 years of experience in related roles.
• Experience training users on ServiceNow or comparable platforms.
• Strong understanding of ServiceNow workflows, navigation, forms, lists, reporting, dashboards, and user experiences.

Responsibilities

• Deliver instructor-led, virtual, and hands-on ServiceNow training sessions for diverse audiences.
• Create and maintain training materials and SOPs.
• Develop training programs using adult-learning principles.
• Partner with project teams to support adoption and change management.

Skills

ServiceNow

Training delivery

Technical writing

Agile/Scrum

Public trust clearance

Education

ServiceNow Implementation Specialist Certification

Tools

ServiceNow Platform

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

Provide training across applicable ServiceNow 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

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
• 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