Homeless Services, Technical Support Specialist; Los Angeles Area or REMOTE

ICF’s Homeless Services team works with federal agencies, state and local governments, non-profits, and other community partners to implement evidence-based best practices and to innovate and identify new solutions to ending homelessness. ICF is currently seeking an experienced and mission-oriented candidate to support the administration and operation of a Homeless Management Information System (HMIS) for a large Continuum of Care (CoC).

Please note:

This role is contingent upon a contract award. While it is not an immediate opening, we are actively conducting interviews and extending offers in anticipation of the award.

• 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

• Analyze technical support performance metrics to ensure accurate and timely technical support is provided to HMIS end users
• Assess request variables to understand gaps in HMIS user knowledge and to implement continuous quality improvement cycles within training
• Contribute to HMIS training and/or resource library through the development of professional guidance, such as knowledge base articles, FAQs, how-to guides, and other training resources, in collaboration with HMIS training and instructional design teammates
• Support quality assurance activities for the development and delivery of HMIS trainings, including new user onboarding and advanced user trainings
• Utilize customer relationship management software and/or help desk platforms to provide high quality technical support through a variety of modalities, including end user self-service and on-demand technical support

• Partner with appropriate teams across the HMIS Lead Agency and HMIS System Administration agency to communicate end user feedback and identify HMIS software improvement opportunities
• Participate in regular meetings with the HMIS vendor to understand features, functionality, and changes to UI/UX
• Recommend HMIS software improvements and changes to training curricula based on technical support data

• Bachelor’s degree in Data Analytics, Computer Science or Information Systems, Public Policy, Planning, or a related field; equivalent experience may be considered.
• Significant professional experience working with HMIS and homeless services data systems, including a thorough understanding of HMIS software requirements
• Experience with ticket management systems such as Jira, Zendesk, Freshdesk, Salesforce Service Cloud, or Service Now.
• Experience supporting software testing, tracking issues, and collaborating with developers to ensure requirements are fulfilled
• Excellent written and verbal communication skills, with the ability to explain technical information clearly.

• Experiencing translating technical concepts to a non-technical audience using evidence-informed practices and adult learning principles.
• Ability to prioritize and manage multiple activities simultaneously in a fast-paced, changing…