Information Specialist III (Response Center – Senior Level) - Remote

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.

In Short

• 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

Requirements

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

Benefits

• 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.