Operations Support Specialist - USCIS DMOS

JOB TITLE: Operations Support Specialist

GOVERNMENT AGENCY: USCIS DMOS (Delivery Management Operations Services)

POSITION INFORMATION: Full-time

LOCATION: Remote/Telework

POSITION TIMING: Candidate will obtain a USCIS Public Trust clearance which must be complete prior to starting work. The clearance typically takes 4-6 weeks to process.

CLEARANCE REQUIREMENTS: Ability to obtain a USCIS Public Trust

BENEFITS: Health, Dental and Vision, 401(k), Tuition Reimbursement, Flexible Spending Account (FSA), 11 Paid Federal Holidays, 3 weeks' Paid Time Off

ITC Federal is an information technology and consulting company focused on servicing the needs of the Federal Government. Our mission is to apply earned expertise in information technology and information assurance/security to assist this client in achieving its mission. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment. ITC is hiring for an Operations Support Specialist to support our USCIS DMOS program.

Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) Office of Information Technology (OIT), Transformation Program is seeking to acquire qualified delivery management operations support services. The Delivery Management Operations Services (DMOS) team will be working in a multi-vendor environment comprised of business-aligned portfolios that are utilizing Lean-Agile software development best practices and DevSecOps principles to deliver high-quality, secure, and cost-effective digital solutions.

TDD is the high-performing, outcome-oriented organization that is responsible for successfully implementing the USCIS Transformation Program and delivering digital products/services critical to streamlining and enhancing USCIS benefits processing operations. Transformation is a Department of Homeland Security (DHS) Acquisition Level 1 investment to transition USCIS from manually intensive, paper-based business processes to a fully integrated operating environment that offers end-to-end digital processing of immigration benefits through a digital case processing platform called the USCIS Electronic Immigration System (or "ELIS"). ELIS is replacing traditional data-entry tasks/queries by performing systematic data harvesting from internal/external sources, and integrating into a single platform that offers a seamless user experience, and provides federal/contract staff a complete/comprehensive digital record that is continuously updated with new data as applicants progress through the immigration benefit lifecycle

REQUIRED SKILLS/EXPERIENCE:

Analyzing science, engineering, business, and other data processing problems to implement and improve computer systems
• Operation analysis and analyzing data found in Service Now incident tickets and issues with Case Management Systems.
• Analyzing user requirements, procedures, and problems to automate or improve existing systems
• Reviewing computer system capabilities, workflow, and scheduling limitations
• Supporting data calls for the clients which could include budget support.
• Analyzing Confluence and Jira to determine if fixes have already been developed for Case Management system issues.
• Working with a team and collaborating on their daily duties, optimizing operational processes and procedures to achieve maximum efficiency, and ensuring deliverables are met early or on time, per customer requirements.
• Supporting the operations management with the operations team, and liaising with clients to ensure we are meeting their requirements.
• Commit to improving customer experiences and able to ensure operational efficiency.
• Supporting day-to-day tasks for maximum efficiency while maintaining quality standards.
• Assist with the implementation of new processes and procedures as well as identify ways to improve customer experiences
• Interacting with customers and business, answering questions, and resolving issues
• Track and report on operational performance as well as maintain standard operating procedures (SOP) documents
• Create and maintain various reports, utilizing various software, MS Office, etc.

• Bachelors degree in Computer Science, Information Systems, Engineering, Business, or a scientific or technical discipline related to the specific skill, preferred; experience in lieu of degree will be accepted
• 3-5+ years of related operational support/analysis experience
• Ability to obtain DHS Suitability/Public Trust; Will be able to support resources with higher DoD or DHS Clearances.

DESIRED SKILLS/EXPERIENCE:

• Prior DHS or USCIS support experience
• Electronic Immigration System (ELIS), Global, or Benefits Hub (B-Hub) experience
• Experience in MS Office products - i.e. Excel, Word

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.