User Enablement Specialist- Remote

Join ICF as a User Enablement Specialist supporting the ongoing operations and continuous improvement of Grant Lens, a federal Salesforce grants management solution. You will provide dedicated solution-level user enablement support for Grant Lens capabilities in production and help ensure users have the training, guidance, and support needed to effectively use the system.

Join ICF as a User Enablement Specialist supporting the ongoing operations and continuous improvement of Grant Lens, a federal Salesforce grants management solution. You will provide dedicated solution-level user enablement support for Grant Lens capabilities in production and help ensure users have the training, guidance, and support needed to effectively use the system.
As Grant Lens 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.

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.

• Develop, maintain, and deliver foundational, persona-specific, role-based, and ongoing training for programs and users transitioning onto or operating within Grant Lens.
• 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.
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