Information Specialist III (Response Center - Senior Level)

Job Title: Information Specialist III (Response Center - Senior Level)

Overview
We are seeking a highly skilled Information Specialist III to support a federal Response Center initiative aligned with the Office of Justice Programs (OJP), U.S. Department of Justice. This role is critical to delivering high-quality information and customer support services to justice communities, stakeholders, and the public.
The ideal candidate will serve as a senior-level professional responsible for managing complex inquiries, supporting knowledge transfer, and ensuring exceptional customer experience across multiple communication channels.

Place of Performance

• Remote / Offsite (Primary)
• Occasional virtual or onsite meetings may be required

Clearance Requirement

• Tier 2 Public Trust (Required)
• DOJ experience preferred

Position Description
This position serves as a senior-level Response Center professional responsible for handling complex customer inquiries across multiple communication channels and providing expert-level support on OJP programs, grant processes, and justice-related topics.
This position requires cross-functional expertise across all OJP program offices and the ability to research, analyze, and respond to Tier 2 and Tier 3 inquiries related to criminal and juvenile justice systems, victim services, funding opportunities, and OJP resources.
The Information Specialist III will:

• Utilize the ServiceNow CRM system to document interactions and maintain knowledge management resources
• Ensure compliance with accessibility requirements (e.g., Section 508)
• Support surge operations during high-volume periods such as NOFO releases and major OJP announcements
• Ensure all tasks and subtasks within the Response Center contract are completed on time, within budget, and with high customer satisfaction
• Collaborate with OJP staff, contractors, and stakeholders to improve service delivery and knowledge sharing

Key Responsibilities

• Respond to complex (Tier 2 and Tier 3) inquiries across phone, email, web, and other channels
• Provide expert guidance on justice-related topics, grant processes, and OJP resources
• Research and analyze customer needs to deliver accurate, timely responses
• Escalate inquiries appropriately and coordinate with subject matter experts
• Maintain and enhance knowledge bases, FAQs, and CRM records
• Support reporting, metrics tracking, and continuous improvement initiatives
• Participate in team collaboration, status meetings, and process improvement efforts

Minimum Required Experience

• Five (5) years of progressively responsible experience in:
  • Information services
  • Customer support
  • Research or related field
• Demonstrated expertise in:
  • Multi-channel customer relationship management
  • Complex query resolution
  • Knowledge management systems

Education Requirement

• Bachelor's degree from an accredited institution in:
  • Library Science
  • Information Science
  • Criminal Justice
  • Public Administration
  • Communications
  • Or a related field

Preferred Qualifications

• Experience supporting federal programs, grants, or public sector initiatives
• Familiarity with CRM tools (e.g., ServiceNow)
• Strong understanding of justice systems, victim services, or public safety programs
• Excellent written and verbal communication skills
• Ability to work in a fast-paced, high-volume environment with changing priorities

Why Join Us
This role offers the opportunity to support a mission-driven federal program that directly impacts public safety, justice systems, and communities nationwide. You will play a key role in delivering critical information and improving access to resources that make a difference.

Additional Information

• Anticipated award 45- 60 days

Apply today to be part of a high-impact team supporting justice and public safety nationwide.