Operations Support Specialist - USCIS DMOS - REMOTE/TEMPORARY

JOB TITLE: Operations Support Specialist

GOVERNMENT AGENCY: USCIS DMOS (Delivery Management Operations Services)

POSITION INFORMATION: Full-time

LOCATION: Remote/Telework

POSITION TIMING: Position requires DOJ Public Trust clearance; candidate can start once complete (2-4 weeks); Position is funded through 8/31/26 – hiring for 3-4 month time period

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, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security.  We leverage the latest technology innovations and proven approaches to better serve the mission and support the DHS, DOJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

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.