We are seeking a detail-oriented and analytical Management Analyst to support network operations program within the U.S. Citizenship and Immigration Services (USCIS). The analyst will provide critical support in process evaluation, performance tracking, resource planning, and reporting. The ideal candidate will work closely with technical teams, supervisors, and USCIS leadership to ensure operational efficiency and alignment with organizational objectives.
Analyze and evaluate NOC operations, performance data, workflow, and resource utilization to identify areas for improvement.
Develop reports, dashboards, and visualizations that provide actionable insights into service delivery, performance metrics, and system uptime.
Support the development and documentation of standard operating procedures (SOPs), performance improvement plans, and knowledge management repositories.
Monitor Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and incident metrics to ensure compliance with USCIS requirements.
Assist in preparing executive-level briefings, weekly status reports, and operational updates for stakeholders and government leadership.
Coordinate with cross-functional teams to collect, validate, and analyze operational data for trend analysis and decision-making.
Contribute to workforce planning, resource allocation assessments, and capacity planning to support 24x7 operations.
Conduct cost-benefit analyses and provide recommendations to improve efficiency and reduce operational risk.
Support audit readiness and ensure adherence to DHS and USCIS policies and procedures.
Education:
Bachelor’s degree in Business Administration, Public Policy, Information Systems, or a related field - preferred
Experience:
Minimum of 4+ years of relevant experience in a management analyst, operations analyst, or similar role within a technical or government environment.
Prior experience supporting DHS or USCIS programs strongly preferred.
Technical Skills:
Proficiency with Microsoft Excel, PowerPoint, and SharePoint; experience with ServiceNow, Power BI, or Tableau is a plus.
Familiarity with IT operations, NOC environments, and performance management in a federal setting.
Other Requirements:
Strong written and verbal communication skills, especially in the preparation of technical and executive reports.
Ability to work collaboratively in a fast-paced, high-visibility environment.
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