Senior Digital Content and User Support Specialist, Community Development - FAIRFAX, VIRGINIA, UNITED STATES OF AMERICA

  • ICF
  • Fairfax, Virginia, United States of America
  • Jul 20, 2020
Full time Professional Services

Job Description

Job Description:

ICF is seeking a Senior Digital Content and User Support Specialist to support knowledge management projects with the U.S. Department of Housing and Urban Development (HUD). Our team has supported HUD for over a decade through our work on the award-winning HUD Exchange website, which centralizes resources for HUD’s grantees, providing training, guidance, tools, reports, policy help desks, and much more. View the website at We are growing our portfolio of knowledge management work, and this is an opportunity to build new and exciting projects from square one.

Our multi-disciplinary team delivers fresh, innovative, and user-focused content to meet affordable housing and community development needs. This position will lead tasks in knowledge management, content development and management, training development and delivery, customer support, and web development work. In this position, you will have an opportunity to provide exceptional customer service to those seeking information from HUD, including lenders, state and local governments, nonprofits, Public Housing Authorities, tribes, and the general public. This position requires experience in digital/web projects and an interest or experience in housing and/or community development.

You are right for this position if you:

  • Have experience developing digital/web projects or content
  • Enjoy tackling complex content management problems in creative ways
  • Are committed to the mission of affordable housing and community development
  • Take pride in providing outstanding customer service, including being able to remain cool under pressure
  • Have never met a process you didn’t immediately want to improve
  • Are a passionate problem solver with a no-problem-too-big-or-too-small attitude
  • Have exceptional judgment and strong analytical skills
  • Are always being asked to edit others’ work because you catch every little error
  • Are self-motivated with a strong and demonstrable work ethic
  • Are tech savvy; you easily pick up new web skills
  • Love collaborating with people and learning new things
  • Are extremely organized with strong attention to detail
  • Are comfortable with ambiguity; you learn quickly and navigate changes with minimal direction
  • Can resolve project roadblocks and troubleshoot issues in a time-sensitive environment
  • Empathize easily with people; intuitively gather information to fully understand their need/request

Key Responsibilities

Develop and manage digital content:

  • Manage website development and maintenance, including conceptualizing, launching, and updating webpages and tools
  • Collaborate with team leads to guide designers, developers, QA testers, system administrators and other internal team members to deliver quality content and solutions on time and on budget
  • Write and edit content for clarity, readability, and effectiveness
  • Continuously develop knowledge of HUD’s programs to inform content and respond to user needs
  • Ensure product quality by QCing, troubleshooting bugs, doing systems testing, etc.
  • Manage communications efforts, including disseminating email campaigns, developing marketing plans, and other communications
  • Develop, maintain, and implement conventions (e.g., writing style guides, design style guides, etc.)

Manage tasks and projects:

  • Handle end-to-end task management: scoping tasks; creating project plans; developing and managing budgets, internal team schedules, and project milestones
  • Work directly with customers, clients, contractors, and team members to determine needs and develop solutions
  • Effectively present ideas to different audiences (from the general public to subject matter experts)
  • Develop and maintain protocols, process flows, templates, and tracking tools
  • Act as the point of contact for all project- or task-related questions, directly interfacing with clients, customers, and internal team members
  • Provide general team and project support (note taking, budget tracking, data analysis)

Support Users:

  • Perform usability testing
  • Support customer research efforts
  • Support training planning and logistics
  • Provide help desk support, including responding to policy, resource, and technical inquiries from users

Basic Qualifications

  • Bachelor's degree in public policy, government, urban planning, sociology, or related fields
  • Five years of related work experience OR Master’s degree and 2 years of related work experience
  • Experience developing web content and/or products
  • Experience with, or demonstrated interest in, housing and/or community development
  • Experience managing a small project team to complete tasks within set budgets and timeframes
  • Proven experience in understanding complex, technical concepts and breaking them down into simple ideas and visualizations to communicate to others
  • Advanced Excel skills (at minimum: pivot tables, vlookup, formulas, and creating and using spreadsheets to track, clean, and analyze large data sets)
  • Advanced document formatting and production skills (Microsoft Word preferred)
  • Proficiency in MS Office Applications (PowerPoint, Outlook, Visio) and Adobe Acrobat
  • Excellent copyediting and QA/QC skills
  • Outstanding customer service skills including being able to remain cool under pressure
  • Proven ability to effectively prioritize tasks with competing deadlines
  • Extremely strong and demonstrable work ethic
  • Ability to effectively communicate (written and verbal) with people with varying levels of technical understanding/program knowledge and respond fully to an individual’s question/request in a helpful tone

Preferred Skills/Experience

  • Experience in project/task management applications such as Salesforce, Confluence, JIRA, SharePoint
  • Experience making web content 508-compliant
  • Experience with using a Content Management System
  • Experience with basic coding languages like HTML & CSS
  • Graphic design experience
  • Experience managing email communications, social media, and multimedia sites (such as YouTube, Flickr)
  • Experience with user research and usability testing
  • Knowledge of specialized software/programs such as: Tableau, Adobe Creative Cloud, Mailchimp, Survey Monkey, etc.

Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit to find your next career. ICF—together for tomorrow.

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity). For more information, please read our EEO & AA policy.

Reasonable Accommodations are available for disabled veterans and applicants with disabilities in all phases of the application and employment process. To request an accommodation please email and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:  EEO is the law and  Pay Transparency Statement.

Fairfax, VA (VA01)