Training Lead - ServiceNow ETM

Aet Federal•Danville, VA

1d•Hybrid

About The Position

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. The role designs and delivers role-based training, develops accessible learning materials, and enables City staff to train future users independently. This is a full-time, hybrid position based out of the Tysons, Virginia office, with significant travel to the client site in Danville, Virginia during training and go-live phases. The Training Lead delivers in-person and virtual sessions, provides go-live and hypercare support, and reports training progress and readiness to the Project Manager.

Requirements

Bachelor's degree in Education, Instructional Design, Information Technology, or a related field, or equivalent experience.
At least 5 years of experience designing and delivering software training, including at least 2 years training users on ServiceNow or a similar ITSM platform.
Experience with adult learning principles and instructional design models such as ADDIE.
Proficiency with Microsoft Office, Microsoft Teams, and e-learning or video tools such as Camtasia or Articulate.
Knowledge of creating accessible training content meeting Section 508 and WCAG 2.1 standards.
Excellent presentation, facilitation, and written communication skills.
Ability to travel frequently to Danville, Virginia, including multi-day stays.
Ability to pass a criminal background check required by the client contract.

Nice To Haves

ServiceNow Certified System Administrator (CSA) or ITIL 4 Foundation certification.
CPTD or Prosci change management certification.

Responsibilities

Conduct a training needs analysis to identify user groups, including service desk agents, IT technicians, asset managers, project managers, governance board members, department requestors, and platform administrators.
Develop the Training Plan, schedule, and curriculum aligned to project go-live.
Coordinate training rooms, sandbox environments, and attendee lists with City staff.
Create role-based instructor guides, user guides, quick reference cards, job aids, and short how-to videos.
Build ServiceNow knowledge articles for end-user self-help.
Ensure training content meets Section 508 and WCAG 2.1 AA accessibility standards, including captioned videos and accessible documents.
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.
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.
Produce the training needs analysis, Training Plan, role-based curriculum and guides, recorded videos, ServiceNow knowledge articles, train-the-trainer package, administrator materials, attendance records, evaluation summaries, and training readiness report.