Position TitleTraining Coordinator - Federal / ServiceNow Work Location On-site - Chantilly, V
Clearance Req. Active Top Secret/SCI (TS/SCI) required prior to start
Salary Range $95,000 - $105,000 annually (commensurate with experience)
Reports To Program Manager
Position SummaryBlue Sky Innovative Solutions, LLC is seeking a mid-level Training Coordinator to support a federal customer's ServiceNow enterprise operations program. This individual plays a central role in driving adoption and quality of delivered capabilities across the federal customer's ServiceNow and Microsoft SharePoint/Teams/Power BI platforms - operating across unclassified, Secret, and Top Secret classified network environments. Working closely with the Program Manager, Senior ServiceNow Architect, Business Process Consultant, and SharePoint Developer, the Training Coordinator ensures that every capability released is thoroughly tested, fully documented, and accompanied by practical, accessible training for end users at all levels.
Key ResponsibilitiesTraining Development & Delivery - Primary Function - Develop comprehensive training programs for every new capability release across ServiceNow and Microsoft 365 platforms, including user guides, job aids, quick reference cards, and SOPs tailored to specific user roles and workflows.
- Design, produce, and maintain a library of recorded training sessions hosted in the Government-designated SharePoint environment, ensuring recordings remain current with each platform release or workflow change.
- Deliver monthly live online training sessions to all user roles and permission groups, adapting content for varying technical proficiency levels ranging from end users to system administrators.
- Facilitate and host at least one on-site training session per month at the federal customer's classified facility, accommodating groups of up to 10 users per session.
- Develop a detailed training plan for each new capability deployment, documenting objectives, audience, delivery method, schedule, and success criteria - submitted and Government-approved prior to delivery.
- Collaborate with the Business Process Consultant to ensure training content accurately reflects approved business processes and workflow intent, not just technical system behavior.
- Facilitate Out-of-the-Box (OOTB) review workshops alongside the BPC for each ServiceNow process or application in scope, ensuring users understand baseline functionality before customizations are introduced.
User Acceptance Testing (UAT) Coordination - Secondary Function - Produce structured Test Plans for each development release, defining testing scope, roles and responsibilities, entry/exit criteria, schedule, and acceptance standards in alignment with Government-approved requirements.
- Develop and maintain Test Cases derived from approved user stories and acceptance criteria, ensuring adequate coverage of functional requirements, edge cases, and role-based access scenarios.
- Schedule, coordinate, and facilitate UAT execution sessions with federal customer end users and stakeholders, tracking participation, progress, and issue resolution across test cycles.
- Document test execution results, defect logs, and resolution status; maintain a clear record of all issues raised during UAT and their disposition prior to Government acceptance sign-off.
- Produce User Acceptance Testing documentation packages for Government review and written approval, capturing test results, open issues, and formal acceptance or conditional acceptance findings.
- Coordinate with the Senior ServiceNow Architect and development team to ensure defects identified during UAT are triaged, assigned, and resolved before deployment to production.
Documentation & Knowledge Management - Serve as the primary author of all end-user training documentation delivered under the program, including but not limited to business process workflow documents, training guides, knowledge transfer files, and training artifacts.
- Deliver all diagrams, workflow visuals, and other documentation artifacts in their native file format to enable future editing and maintenance by the Government.
- Maintain a complete, version-controlled documentation library in the Government-designated SharePoint environment, ensuring all published materials reflect the current state of deployed capabilities.
- Produce bill-of-materials documentation for each delivered capability, capturing default settings, usernames and access roles (excluding passwords), and related reference materials.
Program Management Support - Contribute testing status, training metrics, and documentation deliverable status to weekly progress reports and monthly Program Management Reviews.
- Maintain a training attendance log and course completion record, submitted monthly as part of the staffing and activity reporting cycle.
- Identify and escalate risks related to training readiness, testing timeline, or documentation gaps.
- Coordinate with the Government COR on scheduling for Government-required UAT participation, review sessions, and training delivery logistics.
Required QualificationsSecurity ClearanceEducation - Bachelor's degree in Instructional Design, Education Technology, Communications, Information Systems, or a related discipline.
- An additional 2 years of directly relevant experience may be substituted in lieu of a degree.
Experience - Minimum 3 years of experience in a training coordination, instructional design, or training specialist role, with at least 2 years supporting U.S. Government or DoD programs.
- Demonstrated experience developing and delivering end-user training for enterprise software platforms in a government environment - ServiceNow, SharePoint, or comparable COTS IT systems.
- Experience producing and managing UAT documentation (test plans, test cases, defect logs, acceptance documentation) in a software delivery context; UAT coordination experience in a government IT program is required.
- Proven ability to produce structured documentation artifacts: user guides, job aids, workflow documentation, and knowledge transfer materials.
- Experience delivering both live instructor-led and asynchronous recorded training content.
- Familiarity with Microsoft SharePoint as both a content delivery platform (hosting training materials) and a collaboration tool.
Technical Skills - Proficiency with screen capture and video recording/editing tools for producing recorded training (e.g., Camtasia, Snagit, SharePoint Stream, or equivalent).
- Working proficiency with Microsoft Office 365 suite including SharePoint, Teams, Word, Excel, and PowerPoint.
- Ability to produce clear workflow and process diagrams for training and user acceptance testing purposes.
- Familiarity with ServiceNow at the end-user or process level - ability to navigate the platform, understand module structure, and construct realistic user-centric test cases.
Preferred Qualifications - Certified Professional in Learning and Performance (CPLP / CPTD) or ATD-recognized instructional design certification.
- ITIL Foundation certification or equivalent IT service management familiarity.
- Completion of ServiceNow training courses (e.g., ServiceNow Fundamentals).
- Familiarity with agile/iterative software development methodology and experience coordinating UAT within sprint-based delivery cycles.
- Experience with eLearning authoring tools (Articulate Storyline, Adobe Captivate, or equivalent).
Work Environment & Conditions - On-site work required at a Government-authorized classified facility within the National Capital Region, within 10 miles of Chantilly, VA. No fully remote option.
- Standard work schedule: Monday-Friday, 0800-1700 Eastern; schedule may change with prior Government approval.
- Must be able to work in a classified environment across multiple security domains, including TS/SCI-level facilities.
- Monthly on-site training sessions require in-person facilitation at the classified facility; must be comfortable conducting classroom and small-group instruction.
- Must adhere to all applicable DoD security requirements, acceptable use policies, and customer physical and information security protocols throughout the period of performance.
