ServiceNow Training Manager at iTech AG in Arlington, Virginia

Job Description:

OVERVIEW iTech AG is looking for an experienced ServiceNow Trainer / Knowledge Manager to join our team. In this role, you will be responsible for developing and delivering comprehensive training programs, creating user documentation, and managing knowledge content to support internal and external stakeholders. You will play a key role in facilitating end-user adoption, driving engagement, and ensuring effective communication of key information.  The ServiceNow / Trainer will work closely with program and project managers as well as product owners and stakeholders to provide program-level training support. RESPONSIBILITIES 

• Develop an overall training strategy.  


• Create job aids, user guides, and other training-related material. 


• Host and record training sessions for various ServiceNow functionality.  


• Lead interactive training workshops and meetings.  


• Assess program training efficacy and needs on an ongoing basis.  


• Create program-wide training plans from ideation to implementation.  


• Create user documentation, communication/training plans, and strategic communications materials to support internal and external audiences.  


• Build reusable self-service content for external users and internal program staff.  


• Create, modify, and publish knowledge articles based on incoming requests or changes in the organization.   


• Ensure that all knowledge articles are accurate, up-to-date, and aligned with organizational standards.   


• Assist end-users in accessing and navigating the ServiceNow knowledge base.   


• Develop and execute strategic communication plans to ensure timely and relevant information sharing.  


• Create stakeholder engagement content, including success stories, announcements, and public-facing events.  


• Update and maintain knowledge bases and survey webinar training to facilitate broader engagement and communication.  


• Collaborate with cross-functional teams to gather requirements, assess training needs, and identify opportunities for improvement.  


• Monitor and evaluate the effectiveness of training programs and knowledge content, making adjustments as needed to drive continuous improvement.  


• Other duties as assigned. 

• 2 or more years of experience supporting training with ServiceNow, or another low-code platform. 


• 2 or more years of experience developing and leading training workshops. 


• 2 or more years of experience developing training materials in multiple formats. 


• 2+ years of experience in knowledge management including creating articles, user documentation, and training materials. 


• Knowledge of instructional design principles and adult learning methodologies. 


• Familiarity with knowledge management systems, learning management systems, and survey webinar platforms. 


• Ability to work independently and collaboratively in a fast-paced, deadline-driven environment. 


• Excellent organizational skills and attention to detail. 


• Must be able to obtain Public Trust clearance. 
  

• Bachelor’s Degree in Computer Science or related field. 

• ServiceNow certification such as CSA 
  

• Ability to obtain and maintain a Public Trust


• Pursuant to a government contract, this position requires U.S. Citizenship.