Bailey Information Technology Consultants, LLC

Information Specialist III (Response Center – Senior Level)

Bailey Information Technology Consultants, LLC  •  Remote  •  1 month ago
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Job Description

Job Title: Information Specialist III (Response Center – Senior Level)


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

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
Why Join Us
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. Additional Information
  • Anticipated award 45- 60 days

Apply today to be part of a high-impact team supporting justice and public safety nationwide.

Bailey Information Technology Consultants, LLC

About Bailey Information Technology Consultants, LLC

Bailey Information Technology Consultants, LLC was established in 2003 and incorporated in 2011 in Woodbridge, Virginia. Our company is built on a foundation of providing quality services with integrity to our customers. We specialize in providing information technology, engineering, and geospatial support services as a subcontractor primarily to Leidos™, Lockheed Martin™, CACI™, Booz Allen Hamilton™, and others.

We collaborate with you to solve your complex problems, no matter how big or small. In addition, we strive to meet all your technology needs and respond to emails within 24 hours. Moreover, we know how to compete, execute, and win. Let us be your veterans-preferred small business organization

The Veteran Institute for Procurement (VIP) is the country’s first-ever program to train veteran service-disabled and veteran owned small businesses to succeed in the federal contracting market. Our very own, Mr. Robert Bailey was selected to be the VIP graduate keynote speaker and shared lessons learned as a CEO, how to get the most out of VIP, and also presented a training challenge. The October 2014 VIP session graduated 49 veteran-owned small businesses from 13 states and Washington D.C., including Hawaii. For more information on the VIP program, graduate success stories, or to apply to participate in the next program, visit www.nationalvip.org.

Industry
Aviation & Aerospace
Company Size
11-50 employees
Headquarters
Stafford, VA
Year Founded
2003
Website
baileyinfotec.com
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