Remote Senior Training Developer (VA ESOM)

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities.

By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

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. 

Location: Remote - This position can be performed remotely within the United States and will support Eastern Time working hours.

Compensation Range: The anticipated base salary range for this position is $80,000 –$125,000 annually and reflects Kentro’s good-faith expectations at the time of posting. Final compensation is determined based on the role’s requirements, relevant skills, experience, education, certifications, work location, applicable security clearance requirements, market conditions, internal equity, and contract requirements.

This Job Description reflects the primary duties of the role; however, it is not intended to be all‑inclusive. Team members may be asked to take on additional responsibilities in alignment with customer expectations, business needs, and Kentro’s culture of collaboration and adaptability. 

Curriculum & Learning Asset Development

• 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.

Training Delivery & Facilitation

• 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.

Change Management & Stakeholder Engagement

• 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.

Feedback, Evaluation & Continuous Improvement

• 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.

Analysis & Process Improvement

• 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.

• 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.

Preferred Qualifications:  

• 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.

Clearance Requirement:

• 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. 

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC) and CMMC Level 2 Certification.

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k including an employer match, discount perks, rewards, and more.  We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard; we play hard. Kentro is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

Commitment Equal Opportunity Employment & VEVRAA

Kentro is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state or local law.

Kentro is strongly committed to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As part of our VEVRAA compliance efforts, Kentro has established an equal opportunity plan outlining our commitment to recruiting, hiring, and advancing protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary and will not impact your employment eligibility.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to Kentro Positions- Please click on the job link and then click the blue “Apply” button at the top right of Job Description. Please upload your resume and complete all the application steps. You must fully submit the application for Kentro to consider you for a position.  If you need alternative application methods, please email careers@kentro.us and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email careers@kentro.us.  

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