Operations/Program Support Analyst (Passport Program)

PCI Professional Services is hiring an Operations/Program Support Analyst to support ICE Homeland Security Investigations’ International Operations passport program. The role provides operational support for passport issuance, tracking, accountability, customer service, and the transition from manual processes to an automated management solution.

What you'll do:

• Support day-to-day administration of HSI IO's official and diplomatic passport issuance and tracking activities
• Retrieve passports from the designated mail distribution location and maintain appropriate custody and accountability of passport records
• Enter, validate, maintain, and update passport information within the passport management system
• Assist with migrating legacy passport tracking information currently maintained in manual spreadsheets into the automated solution
• Monitor passport requests, renewals, status updates, and other activities supporting employee travel readiness
• Manage shared mailbox activities and respond to routine passport-related questions and requests
• Coordinate communications with internal and external stakeholders and track follow-up actions
• Maintain accurate and current passport records to support program accountability
• Assist with developing and maintaining SOPs, user guides, training materials, and process documentation
• Support user adoption and consistent execution of passport management processes
• Provide responsive customer service to HSI IO personnel regarding passport requests, renewals, processing status, and travel-readiness requirements

What they're looking for:

• Bachelor's degree or equivalent in a related field
• 0-1 years of relevant professional experience
• Ability to obtain and maintain a Public Trust security clearance
• Strong organizational skills and attention to detail, particularly when handling records and tracking information
• Ability to manage multiple requests and action items while maintaining accurate documentation
• Strong written and verbal communication skills
• Customer-service orientation and ability to communicate professionally with a variety of stakeholders
• Experience working with spreadsheets, data entry, records management, or similar administrative tracking activities
• Ability to learn and effectively use automated workflow and records-management tools
• Previous experience supporting a federal government or law enforcement organization
• Experience supporting passport, travel, personnel, credentialing, records management, or similar administrative programs
• Experience managing shared mailboxes or high-volume customer requests