Training Coordinator

Peraton is seeking a Training Coordinator to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally.

The Training Coordinator will be a member of CAEIO's Service Center Training team. This dual-role position combines training delivery and quality assurance support to ensure Service Desk staff are fully prepared to support global consular IT operations. The Training Coordinator designs and delivers ServiceNow Incident Management training, maintains training materials, develops refresher modules, and collaborates with the Quality Assurance and Knowledge Management teams to reinforce best practices. To remain current and effective, the Training Coordinator also performs Tier 1 Service Desk duties, gaining firsthand knowledge of workflows and client expectations.

Responsibilities

Training Development & Delivery

• Facilitate new hire training for Service Desk analysts, including initial onsite sessions and ongoing virtual instruction.
• Develop refresher trainings based on identified trends, QA findings, or manager requests.
• Create and continuously enhance training modules using PowerPoint, SharePoint, and other instructional tools.
• Conduct training sessions, evaluate effectiveness, and monitor post-training performance.
• Produce newsletters and other communication materials to reinforce training content and updates.

• Knowledge Management & Documentation
  • Collaborate with the Knowledge Management (KM) team to review Knowledge Base Articles (KBAs).
  • Develop and distribute KBA-related training emails and overviews.
  • Support application teams by delivering product overviews and training on new tools and systems.
  • Maintain accurate training records, schedules, and participant progress documentation.

• Quality Assurance & Process Improvement
  • Perform Tier 1 Service Desk duties periodically to stay aligned with operational processes.
  • Conduct quality checks across Tier queues to ensure compliance with ticket handling standards.
  • Partner with QA staff and Service Desk leadership to identify performance gaps and recommend improvements.
  • Review and update SOPs and knowledge base content quarterly.

• Collaboration & Compliance
  • Ensure adherence to DOS standards and contractual requirements, serving as the primary authority for training content and quality oversight.
  • Represent training and quality functions during client discussions, providing authoritative input on standards and performance.
  • Take ownership of compliance monitoring, documentation, and reporting, proactively identifying gaps and recommending improvements.

Core Work Schedule and Location

• Core hours: 7:00 AM - 4:00 PM (flexible), Monday-Friday
• Initial onsite training period: First 2 weeks in Sterling, VA
• Post-training hybrid schedule: Training Coordinators typically work 2 days onsite and 3 days remote, with adjustments based on new hire training schedules, contract requirements, or manager discretion. The number of days in office is subject to change based on program or government requirements.

Required Qualifications

• U.S. Citizenship and active SECRET clearance.
• 2+ years of experience delivering training (classroom and virtual).
• Proficiency in Microsoft PowerPoint, SharePoint, and Excel.
• Strong document writing, research, and analysis skills.
• Excellent communication skills; comfortable presenting to groups and clients.
• Attention to detail with ability to identify performance trends.
• Ability to work independently and adapt to flexible schedules.

Desired Qualifications

• Experience with ServiceNow Incident Management.
• ITIL v3 or v4 Foundation Certification.
• Experience with Remedy or ServiceNow CRM.
• Prior support experience in the Department of State IT environment.

Education and Experience: Minimum 12 years with High School diploma; Minimum 10 years with AS; Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD.

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.