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Junior IT Communications Analyst
ICF is seeking an IT Communications Specialist to support the National Institutes of Health (NIH) Office of the Chief Information Officer (OCIO). We are seeking someone with experience working on developing a wide-range of communications to support NIH OCIO strategic direction and operational initiatives. The individual will be responsible for information security service desk management to provide NIH employees and contractors assistance with questions/problems concerning NIH information security and privacy standards, policies, procedures, Assessment and Authorization (A&A) artifacts, and any other security-related deliverables.
The Contractor shall support the strategic and operational communications needs of OCIO Offices.
- Create communications using various media to articulate complex strategic IT concepts and plans that are meant to inform and persuade audiences made up of NIH and other Federal executive leaders, as well as broad stakeholder groups.
- Provide speaker logistical support, agenda development and presentation development for the ITMC-SPS presentation for the NIH Chief Information Security Office (CISO).
- Develop communications on behalf of executive leadership and functional leads.
- Write and edit various documents, newsletters, briefings, reports, etc.
- Develop graphics, charts, and other visual objects that lend additional meaning to operational communications.
- Create, maintain and update various distribution lists.
- Send out email blasts of FAQs on a monthly basis.
- Provide conference logistical meeting support, including presentation and briefing development, audio-visual and teleconference support, agenda development, recording minutes, documenting action items and following up on action items.
- Develop and maintain an OCIO Template Library to include; but not limited to: MS PowerPoint, MS Word, MS, Excel, IC Dashboards, Data Calls, Weekly InfoSec Emails, Ad hoc/ Emergent emails, and Quarterly Program Accomplishments.
- Provide streamlined Weekly Communications to multiple stakeholders:
- NIH Chief Information Officers and Information Systems Security Officers
- NIH Information Security Program Staff
Customer Support Services
- As part of a team, assist to create, maintain, and monitor the CISO Support Services mailbox.
- Review, assess and respond to email requests.
- Create ServiceNow tickets and assign tickets to the proper Security Program Area.
- Direct inquiries to the proper resource when necessary.
- Track and document responses to resolution.
- Maintain a repository of frequently asked questions (FAQ) and subject matter experts.
- Aid NIH employees and contractors on usage and functionality questions related to the A&A document tracking and reporting.
- Aid NIH employees and contractors on application of the information security requirements to specific business and technical situations and settings.
- Assess Program’s response to customers by tracking response time and closing of ServiceNow tickets.
- Migrating tasks and inquires from the mailbox to ServiceNow.
- Bachelor’s degree
- 2 years of experience with IT communications and/or customer support help desk.
- Excellent verbal, written, organizational skills, and ability to interface effectively with all executive level staff.
- Strong communications implementation skills, detail, and deadline-oriented.
- Ability to work on multiple tasks and able to monitor and support projects in a timely manner.
- Strong strategic thinking and analytical skills.
- Ability to think creatively and provide innovative solutions to clients’ communications challenges/problems.
- Must be a team player, with the ability to work in a fast paced, client-oriented environment with efficient team members and a variety of stakeholders.
- Experience with ServiceNow or service desk ticketing system.
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 www.icf.com/careers 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.
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