Management and Program Analyst

Summary

Organizational Location: This position is with the Department of Homeland Security, within U.S. Customs and Border Protection, Office of International Affairs, Mission Support Directorate, Passport and Visa Branch located in Washington DC. Additional selections may be made for other organizational divisions and/or units within the duty location(s) listed above.

Duties

This position starts at a salary of $70,623.00 (GS-9, Step 1) to $111,087.00 (GS-11, Step 10). GS Salary: Visit this link to view the locality pay tables by geographic area. If you do not see your geographic area listed, select the "Rest of United States" pay table. Some positions fall under a special pay rate depending on the series, grade level and location of the position. Please visit this link to view special pay rate charts. Typical duties include: Planning and conducting comprehensive analytical studies and reviews of official and diplomatic passport and visa program operations to assess effectiveness, efficiency, compliance, program integrity, and customer service. Collecting, reconciling, and analyzing complex quantitative and qualitative information from case files, automated systems, databases, audits, and stakeholder feedback to identify systemic trends, processing delays, error patterns, workflow bottlenecks, fraud indicators, and operational risks. Researching, interpreting, and analyzing complex Department of State, CBP, Federal, and foreign-government policies and requirements; evaluating their operational impact and developing or refining implementation guidance, standard operating procedures, job aids, and reference materials. Leading or participating in process-improvement initiatives by mapping workflows, conducting root-cause analyses, identifying control gaps and vulnerabilities, developing corrective actions and internal controls, and establishing performance measures to evaluate implemented changes. Serving as a primary program liaison with CBP offices, the Department of State, foreign embassy consular sections, and other stakeholders; resolving complex operational issues; representing program interests in meetings and workgroups; and preparing reports, issuing papers, decision memoranda, briefings, and recommendations for senior management. To learn more about CBP's Office of International Affairs, please visit https://www.cbp.gov/border-security/international-initiatives or visit us on X/Twitter: @CBPIntlAffairs CBP employees demonstrate the highest level of commitment to protect and serve the United States of America and to exemplify the CBP Core Values of Vigilance, Service to Country and Integrity. Learn more about CBP's mission, core values and careers at https://www.cbp.gov/about The Department of Homeland Security encourages persons with disabilities to apply, to include persons with intellectual, severe physical or psychiatric disabilities, as defined by 5 CFR § 213.3102(u), and/or Disabled Veterans with a compensable service-connected disability of 30 percent or more as defined by 5 CFR § 315.707. Veterans, Peace Corps/VISTA volunteers, and persons with disabilities possess a wealth of unique talents, experiences, and competencies that can be invaluable to the DHS mission. If you are a member of one of these groups, you may not have to compete with the public for federal jobs. To determine your eligibility for non-competitive appointment and to understand the required documentation, click on the links above or contact the Servicing Human Resources Office listed at the bottom of this announcement.

Qualifications

Experience: You qualify for the GS- 09 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Collecting, compiling, verifying, and organizing program information from case files, automated systems, databases, tracking logs, and other records to support administrative or operational reviews. Preparing routine spreadsheets, charts, workload reports, status summaries, correspondence, briefing materials, or meeting documentation using established formats and procedures. Researching and applying established policies, regulations, procedures, manuals, and reference materials to respond to routine questions or support program operations. Documenting work processes and maintaining trackers, workflow diagrams, project records, action-item lists, or other tools used to monitor processing status and identify recurring administrative issues. Coordinating with internal personnel and external stakeholders to obtain routine documentation, exchange information, schedule meetings, and support follow-up on assigned program activities. Experience: You qualify for the GS- 11 grade level if you possess 1 year of specialized experience equivalent to at least the next lower grade level, performing duties such as: Planning and conducting administrative or program analyses to evaluate operational processes, identify trends or recurring issues, and recommend improvements to timeliness, accuracy, compliance, customer service, or workflow efficiency. Collecting and analyzing quantitative and qualitative information from program records, automated systems, databases, audit findings, and stakeholder feedback to develop findings, reports, charts, and recommendations. Researching, interpreting, and applying policies, regulations, directives, and procedural guidance to assess operational impacts and develop or revise standard operating procedures, job aids, forms, or implementation guidance. Participating in process-improvement initiatives by documenting workflows, identifying procedural redundancies or control issues, developing practical corrective actions, and monitoring the results of implemented changes. Coordinating with internal program offices and external stakeholders to clarify requirements, resolve recurring administrative or procedural issues, prepare briefings and correspondence, and track actions supporting program objectives. NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements. Education Substitution GS-09: A Master's degree, two full years of graduate education, a J.D. or an LL.B. degree from an accredited college or university may substitute for experience required at this level. This education must demonstrate the skills necessary to do the work. Check with your school to determine how many credit hours comprise two years of graduate education. If that information is not available, use 36 semester or 54 quarter hours. Education Substitution, GS-11:You may substitute a Ph.D. or an equivalent doctoral degree, or three full years of progressively higher-level graduate education leading to such a degree or an LL.M. for experience at the GS-11 grade level. Such education must have been obtained in an accredited college or university. Check with your school to determine how many credit hours comprise three years of graduate study. If that information is not available, use 54 semester or 81 quarter hours. Combining Education and Experience: To combine your education and experience, convert each to a percentage and then add the percentages. If your education is currently described in quarter hours, multiply by the fraction 2/3 to convert into semester hours then divide the semester hours by 18. To determine your percentage of qualifying experience, divide your total months of experience by the required number of months of experience. Add your percentages together. The total must equal at least 100% in order to qualify. NOTE: Your resume must explicitly indicate how you meet this requirement, otherwise you will be found ineligible. Please see the "Required Documents" section below for additional resume requirements. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (