Senior Help Desk / Training Instructor
Agile Group is seeking a highly experienced Senior Help Desk / Training Instructor to support and strengthen enterprise programs for a large, complex organization.
This is a hands-on, senior-level role for a professional who combines strong enterprise application support and ServiceNow experience with substantive expertise in scheduling and project management. The role brings these capabilities together to improve both how users are supported and how they are trained.
The ideal candidate is a mature, driven professional who can troubleshoot complex user issues, understand the business processes behind them, and contribute to training in advanced scheduling and project management using Oracle Primavera Cloud (OPC).
Key Responsibilities
Provide senior-level help desk support for complex user issues using ServiceNow and other enterprise support tools.
Identify recurring user issues and use those insights to improve knowledge resources, training, communications, and support processes.
Deliver instructor-led and virtual training in advanced scheduling and project management, including hands-on exercises and real-world application using Oracle Primavera Cloud.
Support continuous improvement of training based on direct experience with users, systems, and common support challenges.
Contribute scheduling and project management expertise to Agile's Scheduling/Program Planning and Controls Office (PPCO).
Work across help desk, training, and scheduling functions to identify opportunities to improve the user experience and adoption of modernized systems and processes.
Travel as needed to deliver training.
What Success Looks Like
Success means becoming a trusted senior resource who strengthens both sides of the user experience: solving complex problems today while helping users build the knowledge and skills to work more effectively tomorrow.
Compensation & Benefits
100% employer-paid health, dental, and vision insurance
401(k) with company matching
Annual profit-sharing opportunities
Generous PTO, federal holidays, and flexible scheduling
Professional development budget (certifications, conferences, training)
Fully remote with travel for training delivery and stakeholder engagement
Requirements
Required Qualifications
8+ years of relevant professional experience in enterprise help desk/application support, user support, training, scheduling, project management, or a combination of these areas.
Strong ServiceNow and enterprise application support experience, including troubleshooting complex user issues and supporting Tier 1/Tier 2 operations.
Practical experience with project scheduling, project management, and related business processes.
Experience teaching, mentoring, or sharing advanced scheduling and project management knowledge with experienced professionals.
Ability and willingness to travel regularly for onsite training.
Strong communication, customer-service, and facilitation skills, with the ability to work effectively with users, technical teams, and customers.
Preferred Qualifications
Experience with Oracle Primavera Cloud (OPC), Primavera P6, or similar enterprise project management and scheduling systems.
Experience supporting or training users in a Federal, DoD, or USACE environment, including familiarity with the USACE mission and enterprise environment.
Bachelor's degree in a related field or equivalent professional experience.
Certifications such as PMP, PMI-SP, ITIL, ServiceNow, or other relevant professional certifications.
Experience creating practical user resources such as job aids, knowledge articles, training materials, or standard operating procedures.
Experience with Power BI, SharePoint, Microsoft 365, or similar enterprise tools.
Agile Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.