Project Overview

U.S. Customs and Border Protection (CBP) Office of Professional Responsibility (OPR), jointly with U.S. Immigration and Customs Enforcement (ICE) OPR, maintain oversight over allegations reported to the Joint Intake Center (JIC) which serves as the central “clearinghouse” for receiving, processing, and tracking allegations of misconduct involving ICE personnel and contractors as well as CBP’s workforce of over 60,000. To manage these allegations, OPR utilizes a Case Management System (CMS) named the Joint Integrity Case Management System (JICMS). CBP OPR seeks a team in support of the Reporting and Development Program (RDP) which will review OPR’s current business and workflow processes and collaborate with CBP JICMS developers, OPR leadership, and end users to identify and implement modernization enhancements which close process and data gaps while ensuring quality assurance of reported data.

Work Location

This is a long-term, primarily telework position. The client requires occasional on-site meetings located at 22001 Loudoun County Pkwy, Ashburn, VA 20147 or at other locations within the DC metro area. Telework arrangements are subject to change based on client needs.


  • Work with internal teams to create in-depth training protocols for JICMS and other CBP system integrations utilized by OPR
  • Act as a liaison with the Office of Information Technology (OIT) to prepare initial crossover training
  • Conduct a training needs assessment to identify training requirements
  • Prioritize business and training requirements by working with management, end users, and Subject Matter Experts
  • Develop training materials, user guides, interactive tutorials, and other documentation that meets applicable standards and is appropriate for its intended audience (i.e. employees, intake specialists, supervisors, managers, and power users)
  • Stay abreast of new tools and trends in training development
  • Communicate ideas and viewpoints and collaborate with senior management
  • Present proposed training to senior management for review and discussion
  • Conduct and facilitate visual, auditory, and hands-on training sessions using the appropriate modality to approximately 950 on-site users in field offices
  • Determine methods to assess training effectiveness
  • Develop a training strategy for future system enhancements and continual updates in out years
  • Leverage Agile Development best practices in project and training activities


  • Bachelor’s degree in Business, Information Technology, or any related field
  • 7+ Years of relevant work experience supporting complex projects
  • Prior experience developing trainings for software systems
  • Proven ability to master the full training cycle
  • Experience communicating ideas and viewpoints and collaborating with senior management
  • Proficiency in MS Office (MS Word, Excel, PowerPoint)
  • The ability to handle multiple projects in a fast-paced environment
  • Effective written and verbal communication and leadership skills
  • Excellent problem-solving and analytical skills
  • Knowledge of Agile software development methodologies