SME ServiceNow Training Specialist
About The Position
GovCIO is currently hiring for a SME ServiceNow Training Specialist to develop and deliver high‑quality ServiceNow training for both technical and non‑technical users supporting a U.S. Coast Guard program. This position will be located in Alexandria, VA and will be hybrid position. The ideal candidate will have deep experience facilitating technical training, creating comprehensive documentation, and supporting enterprise adoption of ServiceNow. In addition to platform‑specific training, this SME role includes strategic input, advanced training development, and support for mission‑specific training environments.
Requirements
- High School with 10+ years (or commensurate experience)
- Hands‑on experience using the ServiceNow platform
- 3+ years facilitating live, tailored in‑person and virtual trainings
- 3+ years drafting user documentation (Knowledge Articles, user guides, process guides, job aids)
- Strong verbal and written communication skills for training diverse audiences
- Ability to simplify complex technical concepts into accessible training materials
- Experience collaborating with cross‑functional teams to refine training requirements and content
- Proven ability to adapt training delivery to varied skill levels and operational needs
- Must have an active Secret clearance
Nice To Haves
- Experience supporting DoD, U.S. Coast Guard, or other federal mission environments
- Familiarity with ITIL concepts (Incident, Problem, Change Management)
- ServiceNow certifications (CSA, ITIL Foundation, or related)
- Experience developing multimedia training materials (video, simulations, interactive content)
- Exposure to ServiceNow modules such as ITSM, HRSD, CSM, or custom applications
- Experience supporting advanced or mission‑specific IT training environments
Responsibilities
- Facilitate live (virtual and in‑person) ServiceNow training for technical and non‑technical audiences.
- Deliver targeted trainings on new features, portals, workflows, and catalog items.
- Produce and maintain high‑quality training videos, instructor guides, reference guides, and job aids.
- Identify training gaps using customer feedback and Knowledge Article trends, and recommend improvements.
- Maintain training materials in both digital and print formats to support broad accessibility.
- Provide strategic guidance and SME‑level input on training programs across IT knowledge enhancement, end‑user training, and advanced mission‑focused training.
- Support staff and provider training aligned to Health IT and Business System mission requirements.
- Contribute to cyber‑centric training aligned to the Cybersecurity Management Plan.
- Provide system and infrastructure training aligned to the Infrastructure Design & Integration Management Plan and cloud‑related training aligned to Cloud Deployment Plans.
- Ensure training programs evolve to meet new requirements by identifying and implementing efficiency and effectiveness enhancements.
- Collaborate with product owners, developers, and stakeholders to ensure training aligns with new releases and platform enhancements.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
