[Hiring] User Enablement Specialist @ICF

Role Description

Join ICF as a User Enablement Specialist supporting the ongoing operations and continuous improvement of GrantLens, a federal Salesforce grants management solution. You will provide dedicated solution-level user enablement support for GrantLens capabilities in production and help ensure users have the training, guidance, and support needed to effectively use the system.

As GrantLens evolves through new program onboarding, enhancements, and ongoing releases, you will translate product and process changes into practical user enablement. You will assess what changed, which personas and workflows are affected, what users need to understand or do differently, and what training, guidance, or support is required. The role provides continuity across onboarding, persona- and role-based training, release upskilling, self-service resources, instructional content, in-app guidance, and hypercare.

You will work closely with Product Owners, Business Analysts, Quality Assurance testers, developers, process and support teams, and federal stakeholders to keep user-facing resources aligned with current production functionality. The ideal candidate is a technically fluent enterprise application enablement professional who can independently learn complex functionality, operate comfortably within an Agile software delivery lifecycle, and translate evolving system behavior into clear guidance for non-technical users.

Job Location: This position is fully remote within the U.S., with occasional travel to the client's Washington, D.C. office. Must support U.S. Eastern time zone working hours.

What You Will Do

• Develop, maintain, and deliver foundational, persona-specific, role-based, and ongoing training for programs and users transitioning onto or operating within GrantLens.
• Perform user-impact analysis for enhancements and releases by reviewing requirements, user stories, acceptance criteria, demonstrations, testing outcomes, and other release artifacts to determine affected personas, workflows, knowledge needs, and required enablement actions.
• Translate complex system functionality, permissions, personas, sub-roles, and end-to-end workflows into clear training and guidance tailored to distinct user responsibilities.
• Develop and maintain job aids, quick-reference guides, help and knowledge content, system demonstrations, instructional videos, FAQs, presentations, and other user-facing resources as the production solution evolves.
• Develop and maintain instructional content for approved in-app guidance and digital adoption capabilities in coordination with O&M technical resources.
• Participate in User Acceptance Testing (UAT), release readiness, demonstrations, and related software delivery activities as needed to understand functionality, validate user-facing workflows, identify enablement impacts, and prepare accurate production-aligned resources.
• Support users following onboarding and releases through hypercare and targeted enablement; use recurring questions, user feedback, testing findings, support trends, and available adoption or usage data to identify knowledge gaps and prioritize enablement improvements.
• Maintain content governance, version control, naming conventions, and lifecycle management for user-facing training and knowledge resources so users have access to current, production-aligned guidance.
• Partner with Product, Business Analysis, Quality Assurance, development, process, and support teams to proactively identify enablement needs and maintain alignment between product changes and the user experience.
• Develop user-facing digital learning and documentation with accessibility and Section 508 considerations appropriate to a federal technology environment.

Qualifications

• 3+ years of experience supporting user enablement, enterprise system training, digital learning, or enterprise technology implementations.
• 3+ years of experience performing user-impact or training-needs analysis for software changes and translating requirements, release information, workflows, or system behavior into targeted enablement actions.
• 3+ years of experience designing and delivering persona-, role-, or workflow-based training for enterprise applications with differentiated permissions and user responsibilities.
• 3+ years of experience developing and delivering instructor-led, virtual, self-paced, and release-based system training and upskilling.
• 2+ years of hands-on experience developing presentations, job aids, user guides, FAQs, knowledge articles, instructional videos, and system demonstrations.
• 2+ years of hands-on experience with Jira and Confluence for requirements, release, issue, documentation, or knowledge-management workflows.
• 2+ years of experience with screen capture, screen recording, video editing, PDF editing, and multimedia content-development tools used to create instructional resources.
• Candidate must be able to obtain and maintain a Public Trust.
• Must be a United States (U.S.) Citizen or Green Card holder, and the work must be performed in the United States (U.S.), as this work is for a federal contract.
• Candidate must have lived in the U.S. for three (3) full years out of the last five (5) years.

Preferred Skills

• Experience with Salesforce, particularly Salesforce-based enterprise or grants management solutions.
• Strong written and verbal communication, facilitation, cross-functional collaboration, systems thinking, creative problem-solving, adaptability, and attention to detail.
• Ability to work independently, manage competing priorities, maintain accurate content across concurrent releases, and proactively identify user enablement needs in a fast-moving product environment.
• Proficiency with Google Workspace and productivity tools, including presentation, document, spreadsheet, file-sharing, and collaboration applications.
• Working knowledge of Agile software delivery and testing concepts, including requirements, user stories, acceptance criteria, defects, UAT, releases, deployments, and production versus non-production environments.
• Demonstrated ability to quickly learn complex enterprise applications and independently develop the functional knowledge needed to train and support end users.
• Experience with federal grants programs, grants management processes, and/or federal technology environments.
• Hands-on experience creating instructional content with Google Vids, Adobe Acrobat, or comparable video, screen-capture, and document-authoring tools.
• Experience with digital adoption platforms or in-app guidance technologies used to deliver contextual walkthroughs, tips, and embedded user support (e.g., Appinium, Articulate 360, Tango Ai, etc.).
• Experience with knowledge-management platforms, help centers, Learning Management Systems (LMS), or service-management/ticketing tools such as ServiceNow.
• Experience coordinating or supporting UAT, release readiness, defect/retesting cycles, and post-release hypercare for enterprise applications.
• Experience using testing findings, support data, user feedback, or adoption/usage information to identify knowledge gaps and improve training or self-service resources.
• Experience developing accessible digital learning and documentation in accordance with Section 508 or comparable accessibility standards.
• Relevant certifications or formal training in instructional design, adult learning, change management, Agile delivery, Salesforce, accessibility, or related disciplines.

Pay Range

The pay range for this position based on full-time employment is: $67,355.00 - $114,503.00 Nationwide Remote Office (US99).