Issue Resolution Analyst (Limited Duration) (State Employees Only)

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

Benefits offered by this job

Hybrid work

Job summary

The State of Oregon, Department of Transportation, is seeking an Issue Resolution Analyst (Limited Duration) to support the OReGO program from Salem. This role focuses on explaining program rules, addressing inquiries, and guiding customers through enrollment and vehicle eligibility processes.

The position emphasizes data accuracy, governance, and collaboration with account teams. Qualified candidates will have three years of technical-level experience or a relevant bachelor's degree, with

Qualifications

• Three years of technical-level experience or a bachelor's degree in a related field as described, demonstrating the capacity for the knowledge and skills.
• We may also use transferable skills, experience and education to help us decide who will move forward.

Responsibilities

• Provide and explain OReGO program rules, processes and options to participants and service providers.
• Serve as the first point of contact for program or system questions.
• Coordinate with account manager teams to research and resolve inquiries, issues and complaints.
• Handle escalated customer service issues and escalate as needed.
• 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 data to recommend improvements and updates.
• Assist data management and participate in data governance activities.

Skills

Analytical thinking

Customer service

Data entry

Communication

Education

Bachelor's degree in business, public administration, behavioral or social sciences

Tools

DMV systems

Data governance

Job description

Issue Resolution Analyst (Limited Duration) (State Employees Only)

Position Type: Employee. Salary Range: $4,519 - $6,904. Agency: Department of Transportation. Location: Oregon Department of Transportation Finance & Budget Division Office of Innovative Funding Salem.

Program Analyst 1 – Issue Resolution Analyst Oregon Department of Transportation Finance & Budget Division Office of Innovative Funding Salem

The role: 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! You must be a current State of Oregon employee at time of application in a permanent, seasonal, limited duration or temporary position to be eligible for this position. This position offers hybrid work! Frequency to be determined by successful candidate and hiring manager. This is a limited duration appointment that is expected to end on or before December 31, 2027. Limited duration appointments are benefits eligible and have a designated maximum length of service. This position has the potential to become permanent. We provide a safe and reliable multimodal transportation system that connects people and helps Oregon's communities and economy thrive. We encourage people from all backgrounds and abilities to apply for our positions. Before applying, visit our applicant information website to learn more about our process. If you are a current State of Oregon employee, you must apply through your employee Workday profile.

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.

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.

What’s in it for you

• Work/life balance, 11 paid holidays a year, flexible work schedules, paid leave and so much more.
• Comprehensive and equitable base salary offer within the listed range.
• Public Service Loan Forgiveness opportunity!

Minimum qualifications

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. We may also use transferable skills, experience and education to help us decide who will move forward.

What we’d like to see

• 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.

Additional information

• 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).

Equal Employment Opportunity

ODOT is an Equal Employment Opportunity and Aff… We do not discriminate on the basis of race, religion, color, sex, age, national origin, disability, sexual orientation or any other class protected by state or federal laws in admission or access to our programs, services, activities, hiring, and employment practices. Applicants with a disability may request a reasonable accommodation during the application process. For questions, concerns, or complaints regarding EEO/AA/ADA, contact 1-877-336-6368 (1-877-EEO-ODOT). This information can be made available in an alternative format by contacting ODOT Recruitment at 503-986-3700. Oregon Relay Service can be reached by calling 7-1-1.

#LI-ODOT #LI-DNI #LI-Hybrid Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you’re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon “flies with her own wings.”