Senior Information Specialist – Department of Justice (Remote, Washington D.C. Area)

Senior Information Specialist Department of Justice (Remote Washington D.C. Area)

We are looking for a Senior Information Specialist to support the Office of Justice Programs (OJP). The focus of this role is to handle complex customer inquiries across multiple communication channels and provide 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.

This is a remote 5 year contract 40-hour/week (Mon-Fri 9:00 am 6:00 pm) role. Additional surge coverage may be required. Must reside within a 2-hour driving distance of Washington DC.

This is a W2 role with Stage 4 Solutions. Health benefits and 401K are offered.

Responsibilities:

• Monitor and respond to inquiries across multiple communication channels including phone email web forms mail (perform weekly pick-ups/mail deliveries) fax and online platforms.
• Provide accurate timely and customer-focused responses using OJP resources including FAQs program office materials and relevant databases.
• Ensure compliance with Section 508 of the Rehabilitation Act in providing response services such as TTY capability
• Research and resolve inquiries by identifying appropriate information sources or referring requests to OJP staff or other designated resources as needed.
• Follow established scripts protocols and communication standards to ensure consistent messaging proper branding and alignment with OJP guidance.
• Classify track and manage inquiries by complexity level (Tier 1 Tier 2 Tier 3) including escalation and referral processes.
• Maintain defined response standards across all channels including timely acknowledgments responses and processing of requests.
• Utilize ServiceNow CRM to document all interactions track inquiries and maintain accurate records of responses and customer information.
• Support the development maintenance and continuous improvement of FAQs and knowledge base content based on customer interactions and program updates.
• Remain current on OJP programs funding opportunities (NOFOs) and initiatives and ensure staff are cross-trained to respond to inquiries across all OJP program areas.
• Provide helpdesk support for online users of the abstract database virtual library and other OJP or OJP-sponsored website applications
• Prepare reports and share deliverables on OJP s intranet site OJPNet (SharePoint) or Microsoft Teams

Qualifications:

• 5 years of experience in customer support and information services with demonstrated expertise in multi-channel customer relationship management complex query resolution and knowledge management systems.
• Experience at a federal agency preferably the Department of Justice
• Experience with Microsoft Office 365
• Experience with CRM systems ServiceNow preferred
• Bachelors degree in library science information science criminal justice public administration communications or a related field from an accredited institution.
• Must be able to pass the Department of Justice s background check

Please submit your resume to our network at https// (please apply to the Senior Information Specialist Department of Justice (Remote Washington D.C. Area) position).

Please feel free to forward this project opening to others you think may be interested.

Stage 4 Solutions is an equal-opportunity employer. We celebrate diversity and are committed to providing employees with an inclusive environment that is free of discrimination and harassment. All employment decisions are based on the job requirements and candidates qualifications without regard to race color religion/belief national origin gender identity age disability marital status genetic information or other applicable legally protected characteristics.

Total Compensation: $34-$42/hr.