Job Description

Program Overview

Peraton provides the customer with enterprise infrastructure support to plan, engineer, implement, enhance, maintain and operate the global consular affairs IT environment.

About The Role

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.

Qualifications

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 9 years with High School diploma; Minimum 7 years with AS; Minimum of 5 years with BS/BA; Minimum of 3 years with MS/MA; Minimum of 0 years with PhD.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. 

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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