Customer Enablement Specialist (Remote)

ICF International, Inc.

Job Overview

Location

Reston, VA

Job Type

Full-time

Full Job Description

📋 Description

• Provide tier 1 content management support for a suite of state websites, including 24/7 triage of incoming issues shared across the customer enablement team.
• Develop and maintain the Service Desk Management Plan, workflows, and escalation procedures, documenting interfaces between support levels.
• Resolve escalated customer issues and implement continuous improvement initiatives by analyzing incident trends to reduce recurring problems.
• Oversee the development and enhancement of customer enablement services, documentation, and practices, including improving self-help resources and creating action plans for service improvement.
• Report on key performance metrics and SLAs, ensuring all processes align with customer standards and are clearly communicated to authorized users through approved channels.
• Support resource management activities, including onboarding and offboarding of staff, and facilitate training and mentoring for new team members.
• Contribute to the ongoing evolution of customer enablement practices by identifying opportunities to enhance user experience and support quality.
• Facilitate team meetings and stakeholder engagement sessions to gather feedback, document action items, and drive service improvements.
• Collaborate with cross-functional teams including project management, software development, UX/UI design, and content strategy to communicate requirements, document system enhancements, and support project delivery.
• Author, edit, and draft new web pages in Drupal CMS from templates to address customer requests and troubleshoot issues.
• Ensure all user-facing communications adhere to accessibility standards and plain language best practices.
• Conduct QA of websites to verify visual accuracy, functionality, and accessibility compliance.
• Apply analytical skills to identify root causes of incidents and recommend systemic solutions to improve service delivery.
• Maintain meticulous documentation of service management processes and user training materials for diverse audiences.
• Manage multiple priorities in a fast-paced environment with strong organizational and communication skills.

🎯 Requirements

• 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).
• Must reside in the continental U.S., be authorized to work in the U.S., and perform all work within the U.S. per contract requirements.
• Specialized experience in customer enablement, 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.

🏖️ Benefits

• Competitive pay range of $67,355.00 - $114,503.00 based on full-time employment.
• Flexible work arrangements with remote work options.
• Equal opportunity employer offering reasonable accommodations for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.
• Access to comprehensive benefit offerings as outlined in the Transparency in (Benefits) Coverage Act.
• Commitment to professional growth and development through mentorship and training.
• Inclusive workplace culture focused on collaboration and employee empowerment.

Skills & Technologies

Remote

Degree Required

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ICF International, Inc.

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About ICF International, Inc.

Global advisory and technology services provider delivering strategy, analytics, and digital transformation to government and commercial clients. Core capabilities span energy, environment, health, education, and cybersecurity, integrating data science, policy expertise, and implementation support. Founded in 1969, publicly traded on NASDAQ as ICFI, with 9,000+ employees across more than 80 offices worldwide.

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