Remote Senior Training Developer (VA ESOM)

About this role

Overview

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.

Responsibilities

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…