TechOp Solutions International

Business Analyst

• TechOp is seeking a motivated and detail-oriented Business Analyst to support mission-critical federal programs. This is a fully remote position. The ideal candidate will work closely with government stakeholders, technical teams, and subject matter experts to gather requirements, analyze business processes, support system development efforts, and drive successful project outcomes.. Candidates must possess an active DHS clearance.
• Duties:
• - Provide business analysis support throughout the system development lifecycle for a portfolio of immigration-related systems.
• - Gather, analyze, and document business and functional requirements.
• - Facilitate requirements gathering sessions and develop user stories with acceptance criteria.
• - Document current and future-state business processes and workflows.
• - Support User Acceptance Testing (UAT), post-production testing, and validation activities.
• - Develop test scripts and coordinate testing efforts with Product Owners and Subject Matter Experts (SMEs).
• - Monitor project risks and operational impacts, escalating issues as appropriate.
• - Prepare weekly and monthly status reports for client leadership.
• - Support the development of executive briefings, presentations, and project documentation.
• - Analyze system integrations, dependencies, and impacts across multiple applications and portfolios.
• - Conduct studies, assessments, and business process analyses to support program objectives.
• - Evaluate policies, procedures, and proposed changes to determine operational and system impacts.
• - Performs additional duties as assigned.

Communications

• Develop and implement strategic communications and training plans to support program objectives and system deployments.
• Create, edit, and maintain training materials, including Quick Reference Guides (QRGs), user manuals, presentations, job aids, and e-learning content.
• Support large-scale IT implementations through end-user communications, training coordination, and change management activities.
• Respond to, track, and analyze user inquiries received through email and other communication channels.
• Collaborate with program managers, technical teams, and stakeholders to identify training and communication needs.
• Performs additional duties as assigned

Training & Communications Specialist

Customer Support

• Provide timely and accurate responses to inquiries from travelers around the globe regarding the applications developed and managed by DHS to aid in re-entry, visa renewal services, and other travel and immigration related topics.
• Provide and respond to live contacts in order to give the appropriate response from provided responses and materials.
• Assist in identifying multiple questions/concerns/inquiries in email and respond using Government-approved response template language.
• Input correct information into the Customer Database, including use of correct grammar and spelling, accurate selection of all appropriate contact subject categories and a maximum of 5 resolutions, and addition of any notes or comments pertinent to the contact and/or contact record.
• Provide and transfer any reportable communication to the appropriate department.
• Answer customers questions; make referrals: help clarify policies and procedures.
• Provide general travel assistance information.
• Provide information for filing claims with DHS.
• Other duties as assigned

Customer Service Representative

• Provide timely and accurate responses to inquiries regarding applications developed by DHS
• Provide and respond to live contacts
• Assist in identifying multiple questions/concerns/inquiries in email
• Input correct information into Customer Database
• Provide and transfer reportable communication to the appropriate department
• Answer customers' questions and clarify policies and procedures
• Provide general travel assistance information
• Provide information for filing claims with DHS
• Other duties as assigned

Customer Service Representative – Mandarin Bilingual

Call Center Representative

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

• - Answer and track incoming calls
• - Prepare and submit accurate, detailed reports in government systems
• - Accurately record all details in accordance with procedures
• - Conduct database and open-source research
• - Route and escalate calls appropriately
• - Other duties, as assigned

Analyst

• Align the NIST Privacy Framework with existing NIST 800-53 controls to support the Commission’s Enterprise Risk Management (ERM) program.
• Conduct privacy control assessments and review FedRAMP authorization packages for cloud-based investments.
• Assist in suspected breach investigation, assessments, and annual breach response tabletop exercises.
• Participate in IT capital investment plans to integrate "Privacy by Design."
• Assist in the development, implementation, and maintenance of privacy policies and procedures to ensure compliance with applicable laws and regulations.
• Collaborate with various departments components and programs to educate and train staff on matters pertaining to privacy compliance.
• Stay up to date with changes in privacy laws, regulations, and best practices affecting the organization's operations.
• Maintain the enterprise-wide PII holding inventory and assist efforts to reduce or eliminate the collection of Social Security Numbers.
• Conduct and update Privacy Impact Assessments (PIA) and prepare new or update System of Records Notices (SORN)
• Performs additional duties as assigned

Business Analyst

Training & Communications Specialist

Customer Service Representative

Customer Service Representative – Mandarin Bilingual

Call Center Representative

Call Center Representative

Privacy Policy Analyst