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 Apply today to be part of a high-impact team supporting justice and public safety nationwide. #J-18808-Ljbffr