Customer Enablement Specialist; Remote

Position: Customer Enablement Specialist (Remote)
As a Customer Enablement Specialist at ICF Next, you will leverage your analytical, communication, and organizational skills to ensure effective and user-centered service delivery for our clients. In this role, you will drive continuous improvement and support the development of resources that empower authorized users. You will thrive in a dynamic environment with flexible work arrangements and a management team committed to your professional growth.

The Work

ICF Next provides comprehensive support to federal and state agencies in the development and management of their digital products and services. Our multidisciplinary delivery teams specialize in holistic support across project management, software development, UX/UI design, content strategy, and customer enablement. The Customer Enablement Specialist plays a key role in connecting these disciplines by ensuring users have the support, resources, and guidance they need to succeed.

Responsibilities:

* Provide tier 1 content management support for a suite of state websites to include 24/7 triage of incoming issues that is shared across the larger customer enablement team.

* Develop and maintain the Service Desk Management Plan, workflows, and escalation procedures, and document interfaces between support levels.

* Resolve escalated issues and implement continuous improvement initiatives by analyzing incident trends to reduce recurring problems.

* Oversee the development and improvement of customer enablement services, documentation, and practices, including enhancing self-help resources and creating action plans for service improvement.

* Report on key metrics and SLAs, ensuring all processes are aligned with customer standards and clearly communicated to authorized users through approved channels.

* Support resource management, including onboarding/offboarding and transition of new staff through training and mentoring.

* Contribute to the ongoing development of customer enablement practices, identifying opportunities to improve the user experience and support quality.

* Facilitate team meetings and stakeholder engagement to gather feedback, document action items, and drive service improvements.

* Collaborate with cross-functional teams to communicate requirements, document system enhancements, and support project delivery.

Required Skills and Qualifications:

* Bachelor's degree and at least 4 years of experience, or equivalent combination of education and experience.

* Must be able to pass any required background check(s).

* Candidate must reside in the continental U.S., be authorized to work in the U.S., and all work must be performed in the U.S. per contract requirements.

Professional

Skills:

* Specialized experience in one or more areas of customer enablement, such as service desk support, IT operations, or training and knowledge management.

* Demonstrated ability to develop and maintain service management documentation, including plans, workflows, and escalation procedures.

* Strong analytical skills with experience identifying incident trends, root causes, and opportunities for continuous improvement.

* Experience developing self-help resources, user documentation, and training materials for diverse audiences.

* Excellent organizational and communication skills with meticulous attention to detail and the ability to manage multiple priorities in a fast-paced environment.

* Ability to report on key performance metrics and SLAs and communicate findings to stakeholders clearly and effectively.

Preferred

Skills:

* Experience working with state or federal agency projects, particularly in customer-facing or service desk roles.

* Familiarity with ITIL or other service management frameworks.

* Proficiency with Atlassian Suite (Jira, Confluence, Trello) or similar tools in support of service delivery and documentation.

* Proficiency with Microsoft Suite (Word, Excel, Teams) or similar tools in support of service delivery and documentation.

* Proficiency with Drupal CMS, authoring edits and drafting new pages from templates in support of customer requests and troubleshooting customer issues.

* Experience with Agile or iterative project environments.

* Experience with QA of…