Hybrid Issue Resolution Analyst - Data & Customer Support

State of Oregon; Salem (VA); Hybrid; USD 50,000 - 77,000; Full time

Job summary

The Oregon Department of Transportation is seeking an Issue Resolution Analyst (Limited Duration) to support the OReGO program and road-usage fee rules. You will handle inquiries, resolve complaints, and maintain DMV records with a data-driven mindset.

This hybrid, office-based role requires strong communication, accurate data entry, and the ability to navigate program rules and processes. The appointment is limited duration through December 31, 2027, with potential to become permanent.

Qualifications

• Three years of technical-level experience or an equivalent combination of education and experience.
• Bachelor’s degree in business or public administration, behavioral or social sciences, or a related field.

Responsibilities

• Explain OReGO program rules, processes and options to participants and service providers.
• Serve as first point of contact for participants, dealerships, DMV staff and others.
• Coordinate with account managers to research, address and resolve inquiries and complaints.
• Handle escalated customer service issues and escalate when necessary.
• Monitor OReGO and DMV systems for new accounts and eligibility verification.
• Document questions and complaints and assist with enrollment and account setup.
• Recommend and process refunds following program procedures.
• Review reports and feedback to suggest service improvements and system refinements.
• Assist program data management and participate in data governance activities.

Education

Bachelor's degree in business or public administration

Job description

The Oregon Department of Transportation is seeking an Issue Resolution Analyst (Limited Duration) to support the OReGO program and road-usage fee rules. You will handle inquiries, resolve complaints, and maintain DMV records with a data-driven mindset.

This hybrid, office-based role requires strong communication, accurate data entry, and the ability to navigate program rules and processes. The appointment is limited duration through December 31, 2027, with potential to become permanent.