Clearance Requirement: Must have an active TS or CBP clearance.

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 with teams to create an in-depth understanding of the Case Management System and document requirements
  • Produce documentation that meets applicable standards and is appropriate for its intended audience
  • Write easy-to-understand user interface text, online help and developer guides
  • Create tutorials to help end-users use a variety of applications
  • Prioritize business and information needs by working with management, end users, and Subject Matter Experts
  • Locate and define new process improvement opportunities
  • Document and Review system related changes
  • Communicating ideas and viewpoints to senior management
  • Leverage Agile Development best practices in project activities


  • Bachelor’s degree in Business, Information Technology, or any related field
  • 7+ Years of relevant work experience supporting complex projects
  • Prior experience as a technical writer for software systems developing artifacts such as user guides and training material
  • Experience communicating ideas and viewpoints to senior management
  • Experience acting as a liaison between business and IT groups
  • 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