Operations Support Specialist - USCIS DMOS

US-VA-

2026-1507

Remote

Yes

Overview

JOB TITLE: Operations Support Specialist

GOVERNMENT AGENCY: USCIS DMOS (Delivery Management Operations Services)

POSITION INFORMATION: Full-time

LOCATION: Remote/Telework

POSITION TIMING: Candidate will obtain a USCIS Public Trust clearance which must be complete prior to starting work. The clearance typically takes 4-6 weeks to process.

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

Responsibilities

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.

Qualifications

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.

","

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ITCON Services is a leading provider of customer experience solutions, cloud‑based services, and managed IT offerings. We offer competitive benefits, professional growth opportunities, and the chance to work in a mission‑focused environment supporting a major government program.

Key Responsibilities
Content Development & Management

Create, update, and maintain program documentation including knowledge articles, scripts, workflows, templates, and reference materials.

Oversee content data entry, formatting, organization, and design to ensure clarity, usability, and consistency across the contact center.

Manage daily escalations, research requests, and special content‑focused projects, ensuring issues are resolved accurately and within required timeframes.

Analyze existing content processes and recommend improvements to workflows, structure, and overall program efficiency.

Stakeholder Coordination

Provide supervisory oversight, guidance, and support to content team members.

Collaborate with government Subject Matter Experts (SMEs), program management, and executive staff to review issues, present recommendations, and ensure content accuracy.

Support the Federal Program Director and COR with communications related to emerging issues, scheduling needs, and new or updated program content.

Participate in internal and external meetings to maintain consistent messaging, branding, and information flow across the contact center.

Operational Support

Conduct research and analysis to support new program processes, enhancements, and content development needs.

Ensure all content aligns with operational requirements and supports high‑quality customer service delivery.

Assist with general contact center operational activities as required.

Qualifications

Experience in content management, knowledge management, or documentation development.

Strong writing, editing, and content design skills with excellent attention to detail.

Ability to analyze current processes, identify gaps, and recommend improvements.

Strong communication and collaboration abilities, particularly in government or regulated environments.

Must be able to be a United States citizen and to pass required clearances (including background check and credit check).

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Mansueto Ventures is home to two of the most iconic and vibrant brands in business publishing: Inc. and Fast Company. Every day, the content, awards, and events produced help entrepreneurs and innovators succeed by providing useful insights, sparking essential conversations, and offering much-needed inspiration.

Inc. is the voice of the American entrepreneur, inspiring and documenting the risk-takers and ultra-driven go-getters who represent the most dynamic force in the American economy.
Fast Company is the world’s leading business media brand, focusing on innovation in technology, leadership, and design to inspire readers to shape the future of business.

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