User Enablement Specialist- Remote

ICF International; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Remote work

Job summary

ICF International is seeking a User Enablement Specialist to support GrantLens, a federal Salesforce grants management solution. You will translate product changes into practical user guidance, develop training, job aids, and videos, and ensure resources stay aligned with current production functionality.

The role requires 3+ years in enterprise training, experience with Jira/Confluence, and the ability to work remotely across the U.S.

Qualifications

• 3+ years of experience in user enablement, enterprise system training, or digital learning.
• 3+ years of experience translating release information into targeted enablement actions.
• 3+ years of experience designing persona- or role-based training for enterprise apps.
• 3+ years of experience delivering instructor-led, virtual, or self-paced system training.
• 2+ years of creating job aids, user guides, videos, and knowledge articles.
• 2+ years of hands-on experience with Jira and Confluence workflows.

Responsibilities

• Develop and deliver persona- and role-based training for GrantLens users.
• Perform user-impact analysis for enhancements and releases to identify needed enablement actions.
• Translate complex system features into clear training and guidance for non-technical users.
• Create and maintain job aids, guides, videos, and QA materials for production updates.
• Develop in-app guidance and digital adoption content with accessibility considerations.
• Participate in UAT, release readiness, and demonstrations to align resources with functionality.
• Support users post-release with hypercare and organized feedback for improvements.
• Maintain governance and lifecycle management for training content.

Skills

User enablement

Enterprise training

Digital learning

Agile methodologies

Jira

Confluence

Screen capture/video editing

Tools

Jira

Confluence

Job 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.

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 wor