Remote HMIS Specialist for Homeless Services

ICF; San Francisco (CA); Remote; USD 90,000 - 152,000; Full time

Job summary

ICF's Homeless Services team seeks a Technical Support Specialist to help administer HMIS for a large Continuum of Care. You will provide front-line and escalation support to HMIS end users across the CoC, ensuring reliable access and data integrity.

You will analyze user workflows, contribute to training resources, and coordinate with the HMIS vendor and lead agency to implement improvements through testing, documentation, and knowledge sharing.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Significant experience with HMIS and homeless services data systems.
• Experience with ticket management systems (Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or ServiceNow).
• Experience supporting software testing and collaborating with developers to ensure requirements are fulfilled.
• Excellent written and verbal communication skills.

Responsibilities

• Provide first- and second-level technical support to HMIS end users at HMIS participating agencies across the CoC
• Develop a strong understanding of HMIS end user workflows, processes, and procedures for using HMIS and recommend technology-enabled improvements through automation, enhanced user interfaces, and improved training
• Diagnose and troubleshoot software application issues, user errors, configuration problems, and system integrations to ensure HMIS access for end users
• Analyze application logs, error messages, and system behavior to identify root causes.
• Assist customers with user management, permissions, account setup, and configuration tasks
• Participate in user acceptance and validation testings prior to software upgrades and releases

Skills

HMIS experience

Strong communication

Software testing

Technical support

Education

Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or related field

Tools

Jira

Zendesk

Freshdesk

Salesforce Service Cloud

ServiceNow

Job description

ICF's Homeless Services team seeks a Technical Support Specialist to help administer HMIS for a large Continuum of Care. You will provide front-line and escalation support to HMIS end users across the CoC, ensuring reliable access and data integrity.

You will analyze user workflows, contribute to training resources, and coordinate with the HMIS vendor and lead agency to implement improvements through testing, documentation, and knowledge sharing.