Issue Resolution Analyst (State Employees Only)

State of Oregon•Salem, OR

6d•$4,519 - $6,904•Hybrid

About The Position

The Oregon Department of Transportation (ODOT), Finance & Budget Division, Office of Innovative Funding in Salem is seeking an Issue Resolution Analyst. This role involves working with OReGO and other road-usage fee program rules, enrollment options, and processes for Oregon residents. The position is collaborative, focusing on resolving customer issues and directing complaints or disputes to the appropriate resources. It also requires accurate data entry and maintenance of shared DMV records. The ideal candidate will enjoy analyzing program data, serving as a data steward, and assisting business certification and compliance to ensure account managers meet all program requirements, statutes, and rules. This position offers a hybrid work arrangement, with the frequency to be determined by the successful candidate and hiring manager. ODOT is committed to providing a safe and reliable multimodal transportation system that connects people and helps Oregon's communities and economy thrive. They encourage applications from individuals of all backgrounds and abilities.

Requirements

Must be a current State of Oregon employee at time of application in a permanent, seasonal, limited duration or temporary position to be eligible.
Any combination of experience or education equivalent to three years technical-level experience that typically supports the knowledge and skill requirements listed for the classification; OR A bachelor's degree in business or public administration, behavioral or social sciences, or a degree related to the agency program that demonstrates the capacity for the knowledge and skills.
Experience explaining complex program information to diverse audiences so they can make informed decisions.
Ability to resolve complex customer issues and complaints.
Experience reviewing customer service data to monitor performance, ensure quality, and identify opportunities for continuous improvement.
Application materials must include dates (MM/YYYY) for each employer.
Cover letter must be limited to no more than two (2) pages.
Cover letter should clearly demonstrate how your experience and training relates to the qualities that you have under the “what we’d like to see” section.
Must upload cover letter in the ‘Resume/Cover Letter’ section of the application.
Complete questionnaire.
Respond to the public records request authorization and gender identity questionnaire after submitting the application.
If a veteran or Oregon National Guard servicemember, may receive preference. Upload documents after submitting application.
Fill out the application or attach a resume.
Attach a cover letter.
Complete questionnaire.

Nice To Haves

Experience explaining complex program information to diverse audiences so they can make informed decisions.
Ability to resolve complex customer issues and complaints.
Experience reviewing customer service data to monitor performance, ensure quality, and identify opportunities for continuous improvement.

Responsibilities

Provide and explain OReGO program rules, processes, and options to incoming, current, and exiting participants and service providers.
Serve as the first point of contact for participants, potential participants, dealerships, DMV staff, AM staff, and others with program or system questions.
Coordinate with account manager customer service teams to research, address, and resolve inquiries, issues, and complaints.
Handle escalated customer service issues and resolve when further elevation is needed for resolution.
Monitor OReGO and DMV systems for new accounts needing ownership and vehicle eligibility verification.
Document customer questions and complaints and assist with enrollment and account setup for the ODOT program option.
Recommend and process refunds when appropriate, following established program procedures.
Review reports, data, and customer feedback to recommend service improvements, procedure updates, and system refinements.
Assist program data management, including reconciling data across systems and participating in data governance activities.