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
Additional Information - Anticipated award 45- 60 days
Apply today to be part of a high-impact team supporting justice and public safety nationwide. 
