Information Specialist III

Information Specialist III

Zimmerman Associates, Inc. (ZAI) is pursuing an exciting new federal contract opportunity and is seeking qualified Information Specialist III candidates.

This position serves as a senior-level Response Center professional supporting a high-volume federal customer service environment focused on OJP programs, grant processes, and justice-related inquiries.

The role requires cross-functional expertise across OJP program offices and the ability to research, analyze, and respond to complex 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, maintain knowledge management resources, ensure compliance with accessibility requirements, and support surge operations during high-volume periods such as NOFO releases and major OJP announcements.

This position is responsible for ensuring all tasks and subtasks within the Response Center contract are completed on time, within budget, and with high satisfaction of OJP and its participating organizations.

Key Responsibilities

• Handle complex customer inquiries across multiple communication channels
• Provide expert-level support on OJP programs, grant processes, and justice-related topics
• 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
• Utilize the ServiceNow CRM system to document customer interactions
• Maintain knowledge management resources
• Ensure compliance with accessibility requirements
• 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 satisfaction of OJP and its participating organizations

Required Qualifications

Minimum Experience

Five years of progressively responsible experience in information services, customer support, research, or a related field, with demonstrated expertise in:

• Multi-channel customer relationship management
• Complex query resolution
• Knowledge management systems

Education Requirement

Bachelor’s degree in library science, information science, criminal justice, public administration, communications, or a related field from an accredited institution

Why Join Us

• Opportunity to support a high‑visibility federal mission.
• Contribute to a program where accuracy, integrity, and expertise are valued.

ZAI is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, veteran status or any other legally protected status.

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