ON-CALL Project Support Specialist

ICFs Housing and Community Development Practice (HCD) is seeking an ON-CALL Project Support Specialist to join a collaborative team of U.S. Department of Housing and Urban Development (HUD) subject matter experts content managers customer service specialists software engineers user experience and graphic designers and data analysts.

You will contribute to developing and organizing key information and providing exceptional customer experience to those seeking information from HUD.

This position is ON-CALL Part-Time with variable hours; assignments are made on a demand-response basis so hours are completely variable.

We are open to supporting 100% remote work anywhere within the US.

Key Responsibilities

Manage Tasks and Projects

• Work directly with customers clients contractors and team members to determine needs and develop solutions
• Support various aspects of project management including scoping tasks; creating project plans; developing and managing budgets internal team schedules and project milestones
• Schedule and lead client meetings; provide notes and action items following meetings
• Utilize Jira to assign and manage tasks
• Effectively present ideas to different audiences (from the general public to subject matter experts)

Web Product Development

• Work with clients and subject matter experts to identify enhancements and translate needs to a team of web developers and designers for development and implementation
• Draft user stories and requirements for new functionality
• Troubleshoot issues/bugs
• Test website functionality and create acceptance criteria
• Support and conduct user interviews
• Coordinate with web developers via Jira tickets

Data Management

• Clean up large sets of data
• Analyze datasets and report on findings
• Develop analytics dashboards to drive project and client decision-making

Project Support

• Develop knowledge of HUDs programs and systems to inform content and respond to user needs
• Research and coordinate with subject matter/technical staff as needed to fully and completely respond to user inquiries or troubleshoot functionality
• Respond to client inquiries with a customer service-focused attitude
• Provide general project support (note-taking budget tracking monthly reporting invoicing data analysis)

Basic Qualifications

• Masters degree in Public Policy Government Economics Urban Planning or another relevant field OR Bachelors and 5 years.
• Minimum 3 years of experience with the following areas: Training and Technical Assistance; Data Analytics initiatives; maintaining organizational knowledge platforms; course development hosting webinars creating digital products; working with web applications and software; experience in web development design and coding (HTML)

Additional Required Skills/Experience

• Proficiency in MS Office Applications (Word Excel PowerPoint Outlook)
• Experience developing and maintaining data dashboards
• Excellent communication skills with the ability to tailor communications for the web and to people with varying levels of technical understanding
• Excellent copy editing and QA/QC skills
• Proactive self-starter with proven organizational and time management skills with strong attention to detail and ability to work effectively in a fast-paced environment
• Excellent problem-solving skills with the ability to analyze situations identify existing or potential problems and recommend solutions
• Outstanding customer service skills with the ability to remain cool under pressure and possessing a no-problem-too-big-or-too-small attitude
• Excellent interpersonal skills and desire to work in a team environment

Preferred Skills/Experience

• Experience in data visualization software (e.g. Tableau Power BI)
• Experience using applications such as: Content Management Systems (CMS) Mailchimp (or similar application) Google Analytics Survey Monkey YouTube Twitter SharePoint Jira Salesforce etc.

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: