Information Specialist I

Resolution Think's joint venture, Cognito Systems, is seeking an Information Specialist I to provide frontline customer support for the U.S. Department of Justice, Office of Justice Programs (OJP) Response Center. The OJP Response Center assists external stakeholders with questions related to OJP programs, notices of funding opportunities, and the federal grant application process, so this role requires prior experience supporting federal grants and/or justice-related programs.

This position is responsible for handling Tier 1 inquiries, documenting customer interactions, and ensuring that more complex issues are routed appropriately for resolution. The ideal candidate is service-oriented, detail-focused, and able to communicate clearly with a wide range of stakeholders in a fast-paced support environment.

Key Responsibilities

• Respond to Tier 1 inquiries through phone, email, and web-based channels with professionalism, accuracy, and timeliness.
• Provide information to customers regarding OJP programs, funding opportunities, and grant-related processes within the scope of response center support.
• Accurately document customer interactions, inquiry details, and follow-up actions in ServiceNow or a comparable CRM/case management system.
• Identify issues that require additional review and escalate complex or specialized inquiries to the appropriate higher-level staff or stakeholders.
• Maintain awareness of current procedures, reference materials, and support resources to ensure consistent service delivery.​
• Support overall customer service quality by following established workflows, documentation standards, and response protocols.

Qualifications

• Associate’s degree required.
• Minimum 2+ years of relevant customer service or support experience, which must include federal grants administration and/or justice-related programs experience
• Strong written and verbal communication skills with the ability to explain information clearly and courteously.
• Strong organizational skills and attention to detail.
• Experience documenting work in a CRM, ticketing platform, or case management system is preferred.
• Ability to manage multiple inquiries, follow established procedures, and escalate issues appropriately.

Preferred Skills

• Experience supporting public sector, grants management, or federally funded program environments.
• Familiarity with phone, email, and web-based support workflows.
• Ability to maintain professionalism while handling a high volume of inquiries and time-sensitive requests.
• Experience working remotely in a structured service environment.

Special Notes

• This position is contingent up contract award.
• Remote/offsite position.
• May require availability during standard business hours aligned with response center operations and customer support coverage needs.

Equal Opportunity Employer

Cognito Systems is an Equal Opportunity Employer committed to diversity and inclusion.​