Service Desk Trainer

Peraton is seeking a Service Desk Trainer to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The Service Desk Trainer will be a member of the CAEIO Service Center Training team. This is a dual role that provides a holistic focus on training and quality assurance. The Trainer develops ServiceNow Incident Management Training modules, maintains all training materials, and facilitates new hire and refresher training for all Service Desk staff. The trainer is expected to perform the duties of the Service Desk Tier 1 role to gain knowledge of work processes to ensure successful performance as the Service Desk Trainer. This is an onsite position.

Responsibilities

• Become fluent in Service Desk Incident Management processes so that you can create training materials and modules that meet client expectations.
• Work with the Tier 1 analysts to reinforce the training content and quality compliance.
• Develop and continuously enhance training modules using a variety of training methods and strategies.
• Conduct training sessions and develop criteria for evaluating the effectiveness of training activities.
• Create training schedules, maintain records of training activities, document participant progress, and monitor post-training performance for effectiveness.
• Collaborate with government colleagues in the CA training organization.
• Ensure compliance with all government policies, procedures, and timelines for ticket quality (impact assessment, escalation, and resolution).
• Drive process improvement by working with the Service Desk Manager and Quality Assurance team to identify performance deficiencies, trends, and other areas of opportunity.
• Conduct quarterly reviews of Service Desk-related standard operating procedures and knowledge base content, and work with the Knowledge Manager to address inconsistencies.
• Represent training and/or quality areas during client discussions.
• Deliver onsite training to new hires and provide coaching to all team members.
• Support one or multiple work queues over various Tier groups to perform quality checks.

Core Work Schedule: First Shift, 7am-4pm (Flexible), Monday-Friday

Work Location: 44873 Falcon Place, Suite 150, Sterling, Virginia 20166

This position is hybrid after the individual completes a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the individual will work their assigned shift in Sterling up to two days per week. With manager approval, the individual can work remotely the other days. The number of days the individual works onsite is subject to change based on government/program requirements (for example, surge support might require the individual to be in the office more than two days per week).

Required Qualifications

• U.S. Citizenship and an active SECRET Government Security Clearance.
• Two or more years' experience delivering training in a classroom and .
• Experience using Microsoft PowerPoint to create and deliver training material.
• Experience using Microsoft Excel, including creating multi-functional spreadsheets.
• Attention to detail and able to identify trends.
• Ability to work independently and take initiative to do what is needed to achieve quality performance goals.
• Strong written and verbal communication skills, and comfortable speaking in groups and/or client meetings.
• Able to adapt periodically to a flexible schedule to train across various shifts.

Desired Qualifications

• Experience in ServiceNow Incident Management. 
• ITILv3 or ITILv4 Foundation Certification.
• Experience using Remedy or ServiceNow CRM.
• Experience supporting the Department of State IT environment.

Education and Experience: High school diploma (or equivalent) and 12 years of experience; Associate degree and 10 years of experience; Bachelor's degree and 8 years of experience; Master's degree and 6 years of experience.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.