Operations/Program Support Analyst (Passport Program)

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. HSI IO supports a global workforce operating across more than 90 offices in over 50 countries, and this position will help ensure personnel have the official and diplomatic passport support needed to maintain international travel readiness.

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.

Minimum Qualifications

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.

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.