Training Lead - ServiceNow ETM
Hybrid - US
Training Lead - ServiceNow ETM
Full Time • Hybrid - US
Benefits:
- Health insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Dental insurance
We are seeking a Training Lead to join the team! The Training Lead prepares City of Danville staff to use and support a new ServiceNow-based Enterprise Technology Management platform, covering the Service Desk, technology intake and project governance, and asset and portfolio management. This role designs role-based training, delivers in-person and virtual sessions, and leaves behind accessible materials so the City can train future staff on its own. This is a full-time, hybrid position based out of our Tysons, VA office with significant travel to the client site in Danville, VA during the training and go-live phases.
Responsibilities
Training Needs & Planning
- Conduct a training needs analysis to identify user groups (e.g., service desk agents, IT technicians, asset managers, project managers, governance board members, department requestors, platform administrators)
- Develop the Training Plan, schedule, and curriculum aligned to the project go-live
- Coordinate training rooms, sandbox environments, and attendee lists with City staff
Content Development
- Create role-based materials: instructor guides, user guides, quick reference cards, job aids, and short how-to videos
- Build knowledge articles in ServiceNow for end-user self-help
- Ensure all training content meets Section 508 / WCAG 2.1 AA accessibility standards (captioned videos, accessible documents)
Training Delivery
- Deliver instructor-led training on site in Danville and virtually via Microsoft Teams
- Run train-the-trainer sessions so City staff can continue training after the project ends
- Deliver administrator training for City IT staff who will maintain the platform
- Provide floor support during go-live and hypercare
Adoption & Evaluation
- Collect training evaluations and track attendance and completion
- Support organizational change management and communications to drive user adoption
- Report training progress and readiness to the Project Manager
Deliverables
- Training Needs Analysis and Training Plan
- Role-based curriculum, instructor guides, user guides, and quick reference cards
- Recorded training videos and ServiceNow knowledge articles
- Train-the-trainer package and administrator training materials
- Attendance records, evaluation summaries, and training readiness report
Qualifications
- Bachelor's Degree in Education, Instructional Design, Information Technology, or related field (or equivalent experience)
- 5+ years designing and delivering software training, including 2+ years training users on ServiceNow or a similar ITSM platform
- Experience with adult learning principles and instructional design models (e.g., ADDIE)
- Proficiency with Microsoft Office, Teams, and e-learning/video tools (e.g., Camtasia, Articulate)
- Knowledge of creating accessible (Section 508 / WCAG 2.1) training content
- ServiceNow Certified System Administrator (CSA) or ITIL 4 Foundation a plus; CPTD or Prosci change management certification a plus
- Excellent presentation, facilitation, and written communication skills
- Ability to travel to Danville, VA frequently, including multi-day stays
- Ability to pass a criminal background check required by the client contract
Salary: $85,000-$120,000
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Flexible work from home options available.
Compensation: $85,000.00 - $120,000.00 per year
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
WE ARE
AET Federal Inc. (“AET”) is certified as an 8(a) Small Disadvantaged Firm by US Small Business Administration and also certified by the Commonwealth of Virginia, Department of Small Business and Supplier Diversity as Small, Minority Owned Business (SWaM). AET prides itself on efficient management and low overhead, thereby offering its clients high quality services at highly competitive prices. The fundamental distinction of our company is its business knowledge in both the public and private sectors. We serve the transportation, defense, intelligence, financial, healthcare, and technology & telecommunications industries. AET is successful because we listen to our clients, we learn from our clients, and we understand our clients’ needs. In an industry that is constantly changing, AET is the face of stability.
ARE YOU READY FOR WHAT'S NEXT IN YOUR CAREER?
At AET, our success is defined by the knowledge, commitment, diversity, and satisfaction of our employees. Impactful Work. Smart Solutions. Meaningful Careers. AET fosters a creative and efficient work environment that revolves around a project team concept. We offer competitive salaries and an exceptional benefits package, and we are always seeking new candidates to join our team.
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