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

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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: [redacted]

Requirements

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Conditions of employment

• You must be a U.S. Citizen to apply for this position
• Males born after 12/31/1959 must be registered with Selective Service
• Primary U.S. residency for at least three of the last five years (additional details below)
• All pre-employment processes will be conducted in English
• You may be required to pass a background investigation
• CBP follows the DHS Drug-Free Workplace Plan for drug testing procedures
• As an employee of CBP, you will be joining a workforce that is dedicated to accomplishing our mission while maintaining the trust of our Nation by strictly adhering to all government ethics standards. Your conduct will be subject to the ethics rules applicable to all Executive Branch employees, and to CBP employees specifically, as well as the criminal conflict of interest statutes. Once you enter on duty, these rules include obtaining approval for outside employment or business activity, to ensure such employment or business activity is not prohibited and does not interfere or conflict with performance of your official duties. Please review further details via the following link.
• DHS uses E-Verify, an internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities.
• Bargaining Unit: This is a bargaining unit covered position, represented under the National Treasury Employees Unions - NTEU. For local chapter contact information see Chapter Websites - National Treasury Employees Union - NTEU

This vacancy has a local commuting area requirement, as defined below:

• The area surrounding the duty station by which people reasonably travel back and forth from home to work; Or
• The employee's permanent duty station is located within the reasonable travel area surrounding the duty station of this vacancy; Or if applicable
• For employees who are detailed or temporarily promoted for more than 1 year to another duty location, the detailed or temporary duty location is considered to be the duty location of record for commuting area purposes. For employees detailed or temporarily promoted for less than one year, the permanent duty location is considered to be the duty location of record for commuting area purposes.

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 (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

You must:

• Meet all qualification requirements, including education if applicable to this position, subject to verification at any stage of the application process; and
• Meet all applicable Time in Grade requirements (current federal employees must have served 52 weeks at the next lower grade or equivalent grade band in the federal service) by 11/13/2026.

The Office of Personnel Management (OPM) must authorize employment offers made to current or former political appointees. If you are currently, or have been within the last 5 years, a political Schedule A, Schedule C, Non-career SES or Presidential Appointee employee in the Executive Branch, you must disclose this information to the Human Resources Office.

Background Investigation: U.S. Customs and Border Protection (CBP) is a federal law enforcement agency that requires all applicants to undergo a thorough background investigation prior to employment in order to promote the agency's core values of vigilance, service to country, and integrity. During the screening and/or background investigation process, you will be asked questions regarding any felony criminal convictions or current felony charges, the use of illegal drugs (e.g., marijuana, cocaine, heroin, LSD, methamphetamines, ecstasy), and the use of non-prescribed controlled substances including any experimentation, possession, sale, receipt, manufacture, cultivation, production, transfer, shipping, trafficking, or distribution of controlled substances. For additional information on the preemployment process, review the following link: Applicant Resources | CBP Careers

Residency: There is a residency requirement for all applicants not currently employed by CBP. Individuals are required to have physically resided in the United States or its protectorates (as declared under international law) for at least three of the last five years. If you do not meet the residency requirement and you have been physically located in a foreign location for more than two of the last five years, you may request an exception to determine if you are eligible for a residency waiver by meeting one or more of the following conditions:

• Working for the U.S. Government as a federal civilian or as a member of the military
• A dependent who was authorized to accompany a federal civilian or member of the military who was working for the U.S. government
• Participation in a study abroad program sponsored by a U.S. affiliated college or university
• Working as a contractor, intern, consultant or volunteer supporting the U.S. government

Probationary Period: All employees new to the federal government must serve a one year probationary period during the first year of his/her initial permanent federal appointment to determine fitness for continued employment. Current and former federal employees may be required to serve or complete a probationary period.

Education

Please see the Qualifications and Required Documents sections for more information if education is applicable to this position.

Are you qualifying based on education? Submit a copy of your college transcript (unofficial is acceptable at this time; however, official copies will be required prior to entrance on duty) or a list of coursework with hours completed provided from the institution. Education must be from an institution accredited by an agency recognized by the U.S. Department