Remote Senior Training Developer (VA ESOM)

Kentro • UNAVAILABLE, UNAVAILABLE

1d • Remote

About The Position

Kentro is seeking an experienced and strategic Senior Training Developer to lead the design, development, and full-scale delivery of a comprehensive training program supporting the Department of Veterans Affairs’ enterprise ServiceNow Hardware Asset Management (HAM) implementation. As the VA transitions from multiple legacy asset systems, including AEMS/MERS, Maximo, DMLSS, and spreadsheet-based processes, to ServiceNow HAM across 150+ sites nationwide, the need for consistent, scalable, and role-based training has become a program-critical requirement. This is a senior-level role that goes well beyond documentation and foundational train-the-trainer support. The Senior Training Developer will lead Kentro’s transition to a full-scale training delivery model, encompassing instructor-led virtual office hours, short-form how-to videos, interactive learning assets, scenario-based hands-on practice, and a centralized knowledge hub — all tailored to diverse user groups with varying levels of ServiceNow proficiency and legacy system backgrounds. The ideal candidate is a confident facilitator, skilled instructional designer, and effective change management partner who thrives in a fast-paced, complex federal environment.

Requirements

• Bachelor’s degree in Instructional Design, Education, Communications, Information Technology, or a related field with 5 years of relevant experience (8 years of additional relevant experience may be substituted for education).
• Demonstrated experience designing, developing, and delivering training programs for complex enterprise IT systems or federal technology implementations.
• Experience developing multi-modal training content including instructor-led materials, video walkthroughs, job aids, SOPs, and knowledge articles.
• Prior experience with ServiceNow or similar enterprise software automation platforms, with the ability to understand system functionality and translate it into effective training curriculum.
• Proven ability to tailor training content and delivery to diverse audiences with varying roles, technical backgrounds, and learning needs.
• Strong facilitation skills with experience leading live virtual office hours, and working sessions for large, geographically dispersed user populations.
• Experience supporting change management initiatives in a federal or large enterprise environment.
• Advanced proficiency in Microsoft Office (Word, PowerPoint, Excel, Visio), SharePoint, and Adobe Acrobat.
• Excellent verbal and written communication skills with the ability to explain complex technical information in plain, accessible language.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced, dynamic environment.
• Ability to work collaboratively with team members, project managers, technical leads, and client stakeholders to align training delivery with program priorities.
• US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
• If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully.

Nice To Haves

• Experience supporting a ServiceNow HAM, SAM, or ITAM implementation, with familiarity of hardware asset lifecycle workflows and platform configurations.
• Experience developing training programs for federal agencies or VA-specific programs, with knowledge of VA organizational structures and user communities.
• Familiarity with legacy asset management systems such as AEMS/MERS, Maximo, or DMLSS and the change management challenges associated with system migrations.
• Experience building and managing SharePoint-based training portals or centralized knowledge repositories.
• Proficiency with video production and e-learning authoring tools such as Camtasia, Articulate Storyline, or Adobe Captivate.
• PROSCI Change Management certification or equivalent change management credential.
• ATD Certified Professional in Learning and Performance (CPLP) or equivalent instructional design certification.
• Experience with data validation workflows, inventory reconciliation processes, or asset lifecycle management in a federal environment.

Responsibilities

• Design, develop, and maintain role-based training modules tailored to distinct VA user groups, including Supply Chain Management (SCM), Office of Information and Technology (OIT), Custodial Officials, facility managers, leadership/supervisors, and system administrators.
• Create short-form “how-to” videos covering key HAM workflows and ServiceNow tasks, optimized for on-demand access and self-directed learning.
• Develop interactive simulations, click-through demos, scenario-based exercises, and mock processes — such as Report of Survey walkthroughs — to build user confidence prior to system go-live.
• Update and maintain SOPs, Job Aids, and Knowledge Articles for clarity, accuracy, and alignment with current platform configurations and VA governance requirements.
• Build and manage a centralized training library and knowledge hub on SharePoint, packaging existing documentation alongside new multi-modal content for easy, searchable access.
• Develop templates, reports, charts, tables, and presentations using Microsoft Office and Adobe Acrobat; use Microsoft Visio to create workflow diagrams and process models supporting HAM training content.
• Plan, schedule, and facilitate live virtual weekly or biweekly office hours open to all users, with size caps to ensure meaningful engagement and direct Q&A support.
• Engage a multi-disciplined audience across VA facilities, ensuring training content effectively illustrates proper system utilization and results in measurable operational efficiencies.
• Coordinate change management initiatives as part of the Kentro HAM Change Management Team, collaborating with VA stakeholders to drive adoption and system adaptation across the enterprise.
• Position and support VA “Change Champions” as super-users who reinforce — but do not replace — structured training delivery, providing them with the tools and guidance needed to serve as site-level resources.
• Engage with a diverse range of VA stakeholders across roles, facilities, and levels of technical familiarity, communicating complex HAM and ServiceNow concepts in clear, accessible, plain language.
• Build strong stakeholder relationships and drive consensus to keep training delivery aligned with the program schedule and location go-live commitments.
• Operate effectively in a rapidly changing environment with competing and shifting priorities, adjusting training plans to align with implementation schedule changes and location-specific go-live timelines.
• Evaluate end-user feedback from office hours and collaboration with the consolidated feedback obtained by the Hypercare Lead, integrating input into job aid updates and future training cycles.
• Track office hour attendance, engagement levels, user proficiency, and error rates across locations to assess effectiveness and identify areas for improvement.
• Maintain training content links in SharePoint with current, accurate content; conduct regular audits to ensure documentation reflects the latest platform configurations and VA governance standards.
• Analyze business and information processes to identify risks, training gaps, and opportunities for increased operational efficiency across VA HAM workflows.
• Provide recommendations to improve OIT business and training operations based on data, user feedback, and observations from facilitated sessions.
• Support special projects related to business process efforts, gap analyses, feasibility studies, and trade-off analyses as needed.
• Synthesize and analyze data across multiple functions, systems, and internal and external sources to inform training strategy and curriculum decisions.

Benefits

• paid time off
• healthcare benefits
• supplemental benefits
• 401k including an employer match
• discount perks
• rewards
• education reimbursement for certifications, degrees, or professional development
• flexibility for you to take a course, complete a certification, or other professional growth and networking
• funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations
• charity galas/events

What This Job Offers

• Job Type: Full-time
• Career Level: Senior