Issue Resolution Analyst (State Employees Only)

Program Analyst 1 - Issue Resolution Analyst Oregon Department of Transportation Finance & Budget Division, Are you looking for a new exciting role? In this analyst role you will work with OReGO and other road-usage fee program rules, enrollment options and processes for Oregon residents. This collaborative role involves resolving customer issues and directing complaints or disputes to the appropriate resources. It also requires accurate data entry and maintenance of shared DMV records. If you enjoy analyzing program data, serving as a data steward, assisting business certification and compliance to ensure account managers meet all program requirements, statutes and rules, apply today!, * 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.
• The role is primarily office-based with extended periods of stationary work, repetitive tasks and a standard Monday-Friday, 40-hour schedule with some incidental travel for meetings or training, which may include overnight or out-of-state trips. Evening and weekend work may be needed at times to meet business needs.
• Work often involves multitasking, short timelines, strict deadlines and conflicting priorities, requiring effective self-guided time management.
• To request a copy of the position description, which includes all duties and working conditions, please email ODOTRecruitment@odot.oregon.gov.

What’s in it for you:

• Work/life balance, 11 paid holidays a year, flexible work schedules, paid leave and so much more. Learn more about working at the Oregon Department of Transportation and the benefits we offer.
• Comprehensive and equitable base salary offer within the listed range. Through an equal pay assessment, we will determine the salary offer using the information you provide in your submitted application materials. Please ensure your application materials are detailed, accurate and reflect your skills, experience (paid and unpaid) and education as they relate to the position when applying.
• The salary range listed is the non-PERS monthly salary range. If you are already a participating PERS member or once you become PERS eligible, the salary range will increase by 6.95%.
• Public Service Loan Forgiveness opportunity!, If you have these attributes, let us know in your application materials! It’s how we will choose whom to move forward! You do not need to have all these qualities to be eligible for this position. We may also use transferable skills, experience and education to help us decide who will move forward.
• 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., o Your cover letter must be limited to no more than two (2) pages. o Please address your cover letter to Maureen Bock, Chief Innovation Officer. o Generic cover letters that do not address the qualities that you have under the “what we’d like to see” section may receive lower scores than those that addressed the desired qualities. o You must upload your cover letter in the ‘Resume/Cover Letter’ section of the application.

• Complete questionnaire. Answer the checkbox-style questions before submitting your application.
• After you submit your application, please respond to the public records request authorization and gender identity questionnaire. This screen will come after you submit and will complete the process. If you are a current State of Oregon employee, the tasks will come to your Workday inbox.
• If you are a veteran or Oregon National Guard servicemember, you may receive preference. The task to upload your documents will be available after you submit your application. For privacy reasons, please do not attach your military service document(s) to your application or combine it with any other required document attachments.

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, 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.

• We do not offer visa sponsorship. If you are hired, you will be required to fill out the US Department of Homeland Security’s I-9 form confirming you are able to work in the US. We are not an E-Verify participating employer, and we are unable to proceed if E-Verify participation is required [e.g., STEM Optional Practical Training (OPT) Extension].
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process.
• We may use this recruitment to fill multiple or future vacancies.
• We will conduct name-based criminal background checks on final candidates, including current ODOT employees. All applicants may be subject to additional pre-employment check(s) such as driver license, LEDS (Law Enforcement Data System), and/or education verification as required for the position.
• You will be represented by the Service Employees International Union (SEIU).