Customer Service Knowledge and Operations Specialist

State-of-Indiana; Indianapolis (IN); On-site; USD 48,000 - 59,000; Full time

Benefits offered by this job

Three medical plan options (including

Wellness Rewards Program

Health savings account

Deferred compensation 457(b)

Job summary

State of Indiana's Transportation Services Call Center is seeking a Knowledge and Operations Specialist to manage and maintain knowledge resources, ensuring accurate resolution of inquiries. The role oversees the full lifecycle of knowledge management, collaborates with leadership, drafts SOPs, and maintains the statewide knowledge database for customer service operations.

The position emphasizes collaboration with INDOT experts, training, and ensuring adherence to policies and procedures.

Qualifications

• Specialized knowledge in program subject matter from experience and/or education.
• Ability to interpret and explain policies and regulations to leadership or customers.
• Working knowledge of accounting and budget principles.

Responsibilities

• Establish program objectives, KPIs, and actions to achieve them.
• Develop, update, and monitor program policies and procedures.
• Interpret policies and provide guidance to leadership and customers.
• Coordinate and deliver communication plans across teams.
• Recruit, onboard, and train employees to ensure role clarity and development.

Skills

Knowledge management

Policy interpretation

Budgeting

Leadership & training

Tools

Case management system

Job description

Select how often (in days) to receive an alert:

Select how often (in days) to receive an alert:

Customer Service Knowledge and Operations Specialist

Date Posted: Oct 26, 2026

Requisition ID: 486107

Location:

Indianapolis, IN, US, 46239

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Department of Transportation:
The Indiana Department of Transportation (INDOT) provides a dynamic workplace that serves Indiana citizens, improves our state’s quality of life, and enhances its economic opportunity. INDOT has a number of innovative programs and projects, including Public-Private Partnerships, Green Initiatives, and cutting-edge uses of materials and assets. As part of the State of Indiana, INDOT offers a competitive total compensation package, as well as outstanding work/life balance. Whether you are an established professional in the transportation field or just starting your career, INDOT has exciting and challenging opportunities for you.

Role Overview:

The Knowledge and Operations Specialist for the Indiana Department of Transportation (INDOT) Transportation Services Call Center (TSCC) is responsible for managing and maintaining all knowledge resources required to resolve customer inquiries efficiently and accurately. This role oversees the full lifecycle of knowledge management, including gathering, analyzing, classifying, organizing, styling, storing, and sharing information essential to customer service operations.

Key responsibilities include managing knowledge and problem related processes, ensuring request accuracy, and working closely with leadership to verify that all policies and procedures are being followed. The position ensures that Customer Resolution Specialists have access to the information needed to resolve customer inquiries during the initial point of contact. This role also maintains the statewide knowledge database used across customer service operations by drafting, editing, and publishing knowledge articles, contact lists, and standard operating procedures (SOPs) within the case management system. It includes organizing and facilitating meetings with INDOT subject matter experts to ensure all knowledge assets align with best practices.

Additional operational duties may include assisting with essential case work, responding to urgent inquiries from team members, and supporting new hire training as a subject matter expert (SME).

Location:
This position is with INDOT's Central Office in Indianapolis.

The salary for this position traditionally starts at$53,222.00 but may be commensurate with education and work experience. Use our Compensation Calculator to view the total compensation package.

A Day in the Life:

The essential functions of this role are as follows:

• Establish program objectives, KPIs, and actions to achieve them.
• Develop, update, and monitor all policies and procedures related to the program area.
• Interpret and explain policies, rules, regulations, or laws to leadership or customers.
• Implement corrective action plans to solve program problems.
• Analyze, prepare, and disseminate monthly and annual program reports.
• Review budget and make budgetary recommendations to improve the program area finances.
• Ensure program requirements meet federal and state policies and grants compliance.
• Assist in the development and train employees or agency consultants on program requirements and usage.
• Coordinator and deliver communication plans and communications.
• Serve as a liaison between agency and other state and federal agencies.
• Serve on management committees or other governing boards.
• Recruit, select, onboard, and train employees to ensure role responsibilities and expectations are clearly understood while providing opportunities to continue professional development.
• Set expectations, measure progress, provide ongoing feedback, and evaluate the performance of employees. Ensure work adheres to quality standards, deadlines, and proper procedures.

The job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Individuals in this role should minimally be able to articulate or demonstrate the following:

• Specialized knowledge in program subject matter obtained through experience and/or education.
• Specialized knowledge of program area including pertinent rules and regulations.
• Extensive knowledge of all source materials and references including federal and state laws governing the programs.
• Ability to develop and implement new principles and policies and discern any far-reaching implications.
• Ability to communicate orally and in writing.
• The ability to apply general rules to specific problems to produce answers that make sense.
• Ability to work effectively with a wide variety of stakeholders.
• Working knowledge of accounting and budget principles.
• Ability to delegate work, set clear direction, and manage workflow.
• Ability to effectively give feedback, provide guidance or corrective action, coach, and develop employee skillsets.

A degree is not required. However, at least 7+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.

Individuals should have the ability to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may be utilized in a supervisory capacity based on agency needs.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b)account (similar to401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
• Combined 180 hours of paid vacation, personal, and sick leave time off
• 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parkingfor most positions

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at [e-mail] .