Senior/Staff User Enablement Specialist (ACF)

About Skylight

Skylight is a digital consultancy using design and technology to help government agencies deliver better public services. We’re at the forefront of a civic movement to reinvent how all levels of government serve families, patients, and many others in today's digital world.

If you want to play a part in driving this critical movement forward, we’d love for you to join our growing team of public interest technologists. The work we do matters.

About the job

Skylight is seeking an User Enablement Specialist to support a federal organization as it modernizes a suite of technology systems used nationwide to deliver critical services.

This role is embedded within a growing ecosystem of modern digital products that are replacing legacy platforms at a program within the Administration for Children and Families. The specialist will ensure users across government staff, service providers, and partner organizations can successfully adopt new tools, workflows, and ways of working — with minimal disruption and maximum impact.

This is a hands-on enablement role at the intersection of training, service delivery, user support, and product development. You’ll work closely with product teams, government stakeholders, and end users to translate complex systems into usable, well-supported experiences.

What you’ll do

• Design and deliver end-user onboarding strategies that support transitions from legacy systems to modern applications
• Develop onboarding and training materials focused on jobs-to-be-done and real user workflows
• Provide hands-on support during new product launches, major feature releases, and adoption milestones
• Plan and facilitate live and recorded training sessions for diverse user groups
• Create, maintain, and continuously update training assets (SOPs, guides, videos, walkthroughs) in plain language
• Maintain accessible, well-organized libraries of onboarding and training content for ongoing reference
• Coordinate user access provisioning, permissions, and readiness for training and UAT
• Design and manage lightweight feedback mechanisms across onboarding, training, releases, and UAT
• Synthesize user feedback into actionable insights, escalating recurring issues and critical blockers
• Collaborate with cross-functional product teams through Agile ceremonies, demos, and planning to align adoption efforts

What we're looking for

Minimum qualifications

• Demonstrated experience onboarding users to complex digital systems or platforms
• Strong facilitation and communication skills with both technical and non-technical audiences
• Experience creating clear documentation, guides, and instructional materials
• Comfort working in agile or iterative delivery environments
• Ability to manage multiple workstreams across products and stakeholders
• Ability to design and deliver tailored training programs using instructional design techniques for adult learners
• Ability to evaluate training effectiveness using appropriate measurement techniques
• Strong organizational and project management skills
• Excellent presentation and interpersonal skills
• Ability to collaborate and build relationships with multiple stakeholders
• Ability to work successfully within a professional services environment (e.g., can communicate effectively with clients)
• A passion for creating better public outcomes through great government services
• A mindset and work approach that aligns with our core values

 

Nice-to-have qualifications

• Familiarity with Palantir’s Foundry platform
• Familiarity with enterprise platforms such as Salesforce or similar ecosystems
• Experience facilitating UAT or usability testing
• Background in service design, UX, or human-centered design
• Experience working with large, distributed user populations
• Prior experience working in the civic tech space
• Experience working in a remote-team environment

Don’t meet 100% of the criteria but think you can do the job? We’d love to chat anyway! We’re on a mission to build diverse teams, and studies have shown that women and marginalized folks are less likely to apply to jobs if they don’t check every box.

Other requirements

• All work must be conducted within the U.S., excluding U.S. territories. Some federal contracts require U.S. citizenship to be eligible for employment.
• You must be legally authorized to work in the U.S. now and in the future without sponsorship.
• As a governmen