Communications Analyst

ICF is seeking an InfoSec Communications Analyst to support the National Institutes of Health (NIH) Office of the Chief Information Officer (OCIO). The individual will be responsible for monitoring a public/shared InfoSec communication mailbox and 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.

Currently, this position is considered hybrid. Once a week onsite presence is required in Bethesda, MD. In the future, additional in-office presence may be required as offices mandate return to work.

Key Responsibilities:

• Maintain and monitor the NIH InfoSec Communications 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 the program's response to customers by tracking response time and closing of ServiceNow tickets.
• Migrate tasks and inquiries from the mailbox to ServiceNow.

Basic Qualifications

• 2 years of relevant experience with IT communications and/or customer support help desk.

Preferred Skills/Experience

• Bachelor's degree
• Experience working in IT or information security is preferred.
• Ability to work independently yet maintain close communication and collaboration with federal leaders.
• Proactive, detailed-oriented, independent, and fast learner with excellent problem-solving skills.
• Ability to analyze situations, identify existing or potential problems and recommend solutions.
• Proven experience in effectively prioritizing workload to meet deadlines and work objectives.
• Excellent verbal, written, and organizational skills.
• Experience with ServiceNow or service desk ticketing system.

Working at ICF

ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.

Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] 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 workplace discrimination rights, the Pay Transparency Statement, or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act.

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 is:

$58,161.00 - $98,873.00

Maryland Client Office (MD88)