Operations/Program Support Analyst

About the Role

PCI is seeking an Operations/Program Support Analyst to support ICE Homeland Security Investigations (HSI), International Operations (IO) in the administration and modernization of its passport issuance and tracking program. This role will provide day-to-day operational support for passport issuance, tracking, accountability, and customer service while also supporting HSI IO's transition from manual tracking processes to an automated passport management solution.

Key Responsibilities

• 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.

Requirements & Tech Stack

• Bachelor's degree or equivalent in a related field.
• 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.

Preferred Qualifications

• 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.
• Experience developing or maintaining SOPs, process documentation, user guides, or training materials.
• Experience supporting the migration of information from spreadsheet-based or manual processes into an automated system.
• Familiarity with Microsoft 365 tools and business-process automation environments.