Beyond20 is looking for a Training Specialist. The position is within a Software Development and Support program, focusing on the deployment and utilization of ServiceNow's Enterprise Service Management (ESM) platform for a federal agency.

The Training Specialist will play an integral role in the successful adoption of the ServiceNow platform across the federal agency, leveraging their expertise in training and development to ensure that all users are well-equipped to utilize the platform to its full potential. Through effective training programs, the adoption of best practices, process optimization and a commitment to continuous improvement, the Training Specialist will contribute significantly to the modernization of IT Service Management within the agency.

With the agency's commitment to a DevSecOps methodology and the extensive use of ServiceNow modules such as ITSM, SPM (Strategic Portfolio Management), ITOM (IT Operations Management), Customer Service Management, and more, the Training Specialist will be instrumental in developing and delivering comprehensive training programs. These programs are designed to enable various user groups within the organization to effectively utilize the ServiceNow platform, ensuring a smooth transition to modernized IT service management processes and tools.

This position is contingent upon contract award.

Key Responsibilities:

• Develop comprehensive training programs tailored to different user groups within the organization, aimed at facilitating the adoption and efficient use of the ServiceNow platform.
• Create engaging training materials, manuals, and course content that cater to the learning preferences and requirements of end-users.
• Conduct training sessions, workshops, and webinars for end-users, ensuring they acquire the necessary knowledge and skills to effectively use the ServiceNow platform.
• Collaborate with project teams and stakeholders to identify training needs and objectives, ensuring alignment with the overall goals of the ServiceNow implementation.
• Assess the effectiveness of training programs through feedback surveys, performance evaluations, and other methods to measure user comprehension and proficiency.
• Continuously update and refine training materials and programs based on user feedback, changes in the ServiceNow platform, and evolving best practices.
• Support the creation of online learning modules and self-service resources for end-users to facilitate ongoing learning and development.
• Work closely with the IT and DevSecOps teams to understand the technical aspects and capabilities of the ServiceNow platform to accurately convey this information to users.

Required Qualifications:

• Must be a US Citizen with the ability to pass a background check and receive a Public Trust clearance.
• Bachelor’s degree (General degree/non-specific). 8 years of additional relevant experience may be substituted for education.
• 5 years of experience in developing and delivering training programs, preferably within an IT or software development environment.
• Experience in coordinating multiple training programs, conducting live training, including complex IT technical training.
• Strong capability of utilizing multiple training techniques and tools with various media with multiple student skill levels and class sizes whether virtual or live.
• Experience with diverse and complex eLearning and document course development projects, both large and small.
• Experience in developing, writing, and creating training materials, training plans, and training programs for an IT organization, program, or project.
• Proficient in using typical publishing tools such as Microsoft Word, PowerPoint, Visio, and Adobe Creative Cloud.
• Proficient in using Rapid eLearning Authoring Tools such as Articulate, Storyline 360, Rise 360, Captivate, etc.).
• Strong presentation and facilitation skills, with the ability to conduct interactive training sessions and workshops for diverse audiences.
• Experience in assessing training effectiveness and making data-driven decisions to improve training strategies and content.

Desired Skills:

• ServiceNow Certification(s) is highly desired, indicating a deep understanding of the platform’s features, functionalities, and best practices.
• ITIL v3 and/or ITIL v4 Certifications is a plus.
• Trusted Tester Certification is highly desired.
• Advanced knowledge of Section 508 is highly preferred.
• Advanced knowledge of WCAG 2.0 Guidelines is highly preferred.
• Proven ability to create comprehensive training materials, manuals, and course content that are clear, engaging, and effective.
• Excellent communication and interpersonal skills, with the capacity to interact effectively with all levels of the organization.
• Familiarity with the DevSecOps methodology and an understanding of its impact on software development and IT service management.
• Ability to work independently and collaboratively within a team, demonstrating initiative and flexibility in adapting to changing priorities.