User Enablement Specialist- Remote

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.

Required Skills:

• 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.

Bot and Third-Party Applications

Please note that this application must be submitted directly by the applicant for consideration. Failure to do so may result in the application being excluded for consideration. Applicants needing an accommodation for disability or religious purposes in connection with the application process should contact [email protected] for assistance.

Working at ICF

We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer.Together, our employees are empowered to share theirexpertiseand collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy.

We will consider for employment qualified applicants with arrest and conviction records.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals withsincerely heldreligious beliefs, in all phases of the application and employment process. To requestan accommodation,please email [email protected] and we will be happy toassist. All information you provide will be kept confidential and will be used only to the extentrequiredto provide needed reasonable accommodations.

Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) CoverageAct.

Candidate AI Usage Policy

At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate orassistwith responses during interviews (whether in-person or virtual) is notpermitted. This policy is in place tomaintainthe integrity and authenticity of the interview process.

However, we understand that some candidates may require accommodationthat involves the use of AI. Ifsuch anaccommodation is needed, candidates are instructed to contact us in advance at [email protected]. Weare dedicated to providingthe necessary support to ensure that all candidates have an equal opportunity to succeed.

Pay Range - There are multiple factors that are considered in determining final payfor a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: