Operations/Program Support Analyst (Passport Program)

PCI Professional Services LLC; Washington (District of Columbia); Hybrid; USD 52,000 - 76,000; Full time

Job summary

PCI Professional Services LLC in Washington, DC, is seeking a detail-oriented professional to support day-to-day passport issuance and tracking, ensuring custody and accurate records while transitioning processes to an automated passport management solution.

The role emphasizes strong organizational and communication skills, managing multiple requests, and contributing to SOPs and training materials in a hybrid work setting.

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.

Responsibilities

• Support day-to-day administration of passport issuance and tracking activities.
• Retrieve passports from the designated mail distribution location and maintain custody of passport records.
• Enter, validate, maintain, and update passport information within the passport management system.
• Assist migration of legacy passport tracking information to the automated system.
• Monitor passport requests, renewals, status updates, and travel-readiness activities.

Skills

Attention to detail

Time management

Communication skills

Records management

Customer service

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Excel

Job description

Remote Status: Hybrid

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.