ITC Federal · 17 hours ago
Operations Support Specialist - USCIS DMOS
Richmond, VA
Full-time
Remote
Mid Level
3+ years exp
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No H1B
Security Clearance Required
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Responsibilities
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.
Qualification
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Required
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.
Preferred
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
Benefits
Health
Dental and Vision
401(k)
Tuition Reimbursement
Flexible Spending Account (FSA)
11 Paid Federal Holidays
3 weeks' Paid Time Off
Company
ITC Federal
Integrity is at the core of everything we do at ITC Federal.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Janet Hanofee, SPHR
Chief Human Resources Officer
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