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Fairfax, Virginia, United States of America
JOB #R2000366

Knowledge Manager, Community Development

Knowledge Manager, Community Development

Job Description:

ICF is seeking a Knowledge Manager to support knowledge management projects with the U.S. Department of Housing and Urban Development (HUD). You will lead tasks and manage teams that deliver knowledge management, content development and management, customer support, web development, and training. You will contribute to delivering fresh, innovative, and user-focused content and responding to a wide array of customer needs to support affordable housing and community development. You will have an opportunity to provide an exceptional customer experience to those seeking information from HUD, including lenders, state and local governments, nonprofits, Public Housing Authorities, tribes, the general public, and much more.

This is a management level position. The ideal candidate has experience in both digital/web project management and HUD programs. Has exceptional written and verbal communication skills; ability to fully understand a consumer’s need/request and effectively respond, in a helpful tone with an outstanding customer service including being able to remain cool under pressure and possessing a no-problem-too-big-or-too-small attitude. S/he is a passionate problem solver with good judgment and strong analytical skills who can resolve project roadblocks and troubleshoot issues in a time sensitive environment. S/he has an extremely strong and demonstrable work ethic

Key Responsibilities

  • Work with a collaborative, multi-disciplinary team of HUD subject matter experts, content managers, customer service specialists, software developers, user experience experts, data analysts, designers, and more
  • Continuously develop knowledge of HUD’s programs to inform content and respond to user needs

Content Management

  • Write and edit content for clarity, readability, and effectiveness
  • Manage writing style guides, stock responses, and other writing guidance
  • Manage and implement quality assurance processes for content
  • Manage communications efforts, including disseminating email campaigns, developing marketing plans, and other communications

Project Management

  • 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)
  • Lead tasks and manage teams
  • Develop and manage budgets, scope documentation, and project plans
  • Manage internal team schedules, including project milestones and tasks
  • Mitigate project risks and roadblocks, including scope creep, quality concerns, etc. by communicating clearly with clients and internal teams
  • Act as the point of contact for all project-related questions, directly interfacing with clients, customers, and internal team members

Digital/Web Management

  • Collaborate with team leads and guide designers, developers, QA testers, system administrators and other internal team members to deliver quality content and solutions on time and on budget
  • Actively listen to customer and client need and translate and turn into actionable ideas through the development of process flows, requirements, and mock-ups
  • Support the development of clear requirements by participating in business analysis and business and technical requirements documentation
  • Develop and maintain documentation, protocols, process flows, templates, and tracking tools
  • Manage website development and maintenance, including conceptualizing, launching, and updating webpages and tools
  • Support customer research and usability testing efforts
  • Work with a team to prepare written and web products, training materials, or other deliverables to clients
  • Provide customer support, including responding to policy, resource, and technical inquiries

Basic Qualifications

  • At least five years of experience in client management, project management, and/or web content management, and three years of experience working with HUD programs
  • Experience managing teams and/or supervising staff with demonstrated leadership; self-motivated, can effectively collaborate and motivate a team
  • Experience in applications such as Salesforce, Confluence, JIRA
  • Superior skills in Excel and data analysis including familiarity with pivot tables, vlookup, formulas, and macros and creating and using spreadsheets to track, clean, and analyze large data sets
  • Superior skills in Word including document formatting and production
  • Proficiency in MS Office Applications (PowerPoint, Outlook, Visio) and Adobe Acrobat
  • Experience making web content user-friendly
  • Excellent copyediting and QA/QC skills 

Preferred Skills/Experience

  • Understanding of 508 compliance
  • Experience managing email communications, social media, and multimedia sites (such as YouTube, Flickr)
  • Experience with usability testing
  • Interest in doing good and supporting affordable housing and community development
  • Ability to tailor communications for the web and to people with varying levels of technical understanding
  • Tech savvy individual who has proven ability to learn about web applications and software

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)

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)

Who is ICF?

A consulting services company of over 5,000 experts across 67 countries, but not your typical consultants

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