What are the responsibilities and job description for the Information Specialist III position at Resolution Think?
Resolution Think's joint venture, Cognito Systems, is seeking an experienced Information Specialist III (Response Center Lead) to provide senior-level leadership supporting the U.S. Department of Justice, Office of Justice Programs (OJP) Response Center. Because the OJP Response Center provides information on OJP funding opportunities and assistance with the federal grant application process, this role requires substantial experience supporting federal grants and/or justice-related programs in a customer-facing, operational, or program support environment.
This position serves as a lead for complex inquiry resolution, service quality, process consistency, and reporting functions. The ideal candidate brings strong customer service judgment, operational discipline, and the ability to work effectively with federal stakeholders in a high-visibility support environment. Experience
Key Responsibilities- Serve as the lead point of contact for complex Tier 2 and Tier 3 inquiries received through multiple service channels, ensuring accurate, timely, and professional responses aligned with program requirements
- Oversee day-to-day response center operations and help maintain high standards for service quality, responsiveness, and issue resolution.
- Maintain and update the knowledgebase, standard operating procedures (SOPs), and internal reference materials to support consistent service delivery and continuous improvement.
- Manage case activity, documentation, workflows, and reporting within ServiceNow or a comparable CRM/customer support platform used in a federal support environment
- Monitor performance trends, identify service gaps, and support reporting activities that inform leadership decision-making and operational improvements.
- Coordinate professionally and effectively with federal stakeholders, internal team members, and program leadership to support mission needs and resolve escalated issues
- Bachelor’s degree in communications, public administration, information management, business, or a related field
Minimum 5 years of relevant customer service or support experience, which must include federal grants administration and/or justice-related programs experience.
- Must have experience working with federal grants and justice related programs.
- Demonstrated experience handling escalated or complex inquiries in a structured service environment
- Experience overseeing workflows, service quality, performance metrics, or operational reporting
- Working knowledge of ServiceNow or similar CRM/ticketing platforms; experience in a federal or highly regulated environment is strongly preferred
- Strong written and verbal communication skills, with the ability to explain information clearly to diverse audiences.
- Strong analytical, organizational, and problem-solving skills
- Experience supporting a federal help desk, response center, grant support function, or public-facing information center
- Familiarity with knowledgebase administration, SOP development, and continuous process improvement
- Ability to balance customer service excellence with compliance, documentation accuracy, and deadline management
- Experience preparing operational summaries, trend reports, or service performance updates for leadership review
- This position is contingent up contract award.
- Remote/offsite position
- May require availability during standard business hours aligned with response center operations and federal stakeholder support needs
Cognito Systems is an Equal Opportunity Employer committed to diversity and inclusion