Program Analyst

This Program Analyst position is with Citizenship and Immigration Services (Department of Homeland Security) in Phoenix, AZ. Protect your homeland and defend your culture. Join USCIS, America's frontline defense against illegal foreign infiltration and fraud. As a Program Analyst (LMS Administrator), you will be the technical expert who manages and enhances the USCIS Learning Management System, troubleshoot complex issues, and collaborate with training professionals to ensure seamless delivery and accurate tracking of agency training. Key duties: • The responsibilities described are for the full performance level. At developmental grade levels, assignments will be of more limited scope performed with less independence, and limited complexity. • Acts as the USCIS point-of-contact for core and advanced Learning Management System (LMS) features, including classroom management, SF-182 external training, mandatory training assignments, and user access and permissions. • Identifies, troubleshoots, and resolves new and recurring issues within the LMS, training systems, and content, coordinating with IT staff and vendors as needed to maintain system performance and compliance. • Recommends training-related systems and services that can be leveraged to support and enhance agency training programs, and collaborates with stakeholders to gather requirements and support the integration of eLearning assets. • Provides expert guidance, technical support, and consultative solutions to ensure effective use of the LMS and related systems. • Routinely supports high-visibility projects and initiatives for senior USCIS leadership, generating reports, analyzing data, and contributing to quality assurance and continuous improvement efforts. Qualifications: The qualifications for this position must be met by 11:59 PM (Eastern Time) on 10/26/2026. Current Federal employees must have served 52 weeks at the lower grade or equivalent grade band in the Federal service. The Time-in-Grade requirement must be met by 11:59 PM (Eastern Time) on 10/26/2026. GS-11: You qualify at the GS-11 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-09 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Assisting with the daily operations, maintenance, or quality assurance of an enterprise technology system. Gathering and documenting functional requirements for technology systems, and supporting integration of new functionalities. Providing technical support to end users, including troubleshooting escalated help desk tickets and maintaining knowledge-base articles. Assisting with the development of system reports and user analytics, and supporting data collection and analysis for reporting purposes. OR You may substitute a doctoral degree (PhD or equivalent degree) or three (3) full years of progressively higher-level graduate education leading to such a degree in any field, or L.L.M. if related for experience at the GS-11 grade level or such education must have been obtained in an accredited college or university and demonstrate the knowledge, skills, and abilities necessary to do the work of this position. 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. GS-12: You qualify at the GS-12 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-11 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Providing advanced support for the daily operations, maintenance, or quality assurance of an enterprise technology system in a large organization. Developing and documenting functional requirements and enhancements for technology systems, and integrating new functionalities to align with policy and operational needs. Providing consultative technical support to end users, including resolving escalated help desk tickets and maintaining knowledge-base articles or scripts for service desk use. Developing and delivering system reports and user analytics using enterprise tools for data collection, analysis, and reporting. GS-13: You qualify at the GS-13 level if you possess one (1) year of specialized experience, which is equivalent to at least the GS-12 level in the federal government, that equipped you with the skills needed to successfully perform the duties of the position. You must have experience performing the majority of the following duties: Providing advanced support for the daily operations, maintenance, or quality assurance of an enterprise technology system, such as a Learning Management System (LMS), in a large organization. Administering system roles, privileges, and access controls in alignment with security policies and organizational needs. Developing and implementing functional requirements and system enhancements, integrating multiple functionalities to ensure policy alignment and system operations. Applying expert knowledge of eLearning standards (e.g., SCORM) and related coding languages (e.g., HTML, JavaScript) to support eLearning asset development and system integration. Providing authoritative technical consultation and troubleshooting support to training professionals and LMS administrators, including resolving escalated help desk tickets and maintaining knowledge-base resources. Please read the following important information to ensure you submit everything we need to consider your application: It is your responsibility to ensure that you submit your responses and appropriate documentation prior to 10/26/2026. You must upload your resume under the "Resume" category. Resumes submitted under the "Other Documents" category will not be considered. Your most recently submitted resume will be used to determine your qualifications for the position advertised in this announcement. Therefore, your resume must highlight your most relevant, significant experience related to the requirements found in the qualification section of this announcement, as well as any applicable education. Limit your resume to no more than two pages. The USAJOBS database will not allow an applicant to submit an application that includes a resume over two pages. To help ensure your resume remains clear and easy to read, we recommend using margins of at least 0.8 inches and a font size of at least 11 point. Be clear and specific when describing your work history since Human Resources cannot make assumptions regarding your experience. Your application will be rated and ranked based on your responses to the online questions. Please ensure EACH work history includes ALL of the following information: Job Title (include series and grade if Federal Job) Duties (be specific in describing your duties) Employer's name and address Supervisor name and phone number Start and end dates including month, day and year (e.g. June 18 2007 to April 05 2008) Start and end dates for each grade/pay level if you've held a federal position. Full-time or part-time status (include hours worked per week) Salary Determining length of General or Specialized Experience is dependent on the above information and failure to provide the above information may result in a finding of ineligible. Note: Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Federal Experience: If you are using current or prior federal experience as a basis for qualifying for this position, the grade levels and length of employment (mm/dd/year) at each grade level must be listed in your work history. This information will be further validated if selected for this position. National Service Experience (i.e., volunteer experience): 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 criteria 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 service. View the full announcement and apply on USAJOBS.gov.