Issue Resolution Analyst (State Employees Only)

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

Benefits offered by this job

Work/life balance

11 paid holidays

Flexible work schedules

Paid leave and more

Base salary within listed range

Equal pay assessment-based offers

Public Service Loan Forgiveness

Job summary

The Oregon Department of Transportation seeks an Issue Resolution Analyst to support the OReGO program, resolve customer inquiries, and ensure accurate data entry and DMV records. This role requires collaboration with account managers and service providers to address issues and process refunds as needed.

Applicants must be current State of Oregon employees or eligible; a hybrid work arrangement is available, with scheduling determined by the hiring manager.

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.

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.

Job description

Initial Posting Date: 08/17/2026

Application Deadline: 09/08/2026

Agency: Department of Transportation

Salary Range: $4,519 - $6,904

Position Type: Employee

Position Title: Issue Resolution Analyst (State Employees Only)

Job Description

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. 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.

A day in the life

• 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 [e-mail].

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
• Through an equal pay assessment, we will determine the salary offer using the information you provide in your submitted application materials
• Public Service Loan Forgiveness opportunity

Learn more about working at the Oregon Department of Transportation and the benefits we offer.

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.

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). ODOT is an Equal Employment Opportunity and Affimative Action Employer. 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, hiring and employment practices. Applicants with a disability may request an accommodation during the application process. For EEO/AA/ADA, answer the statement (not shown) to your EEO/AA/ADA confirmation line in the Workday app. This information can be made available in an alternative format by contacting ODOT Recruitment at 503-986-3700. For questions, concerns, or complaints regarding EEO/AA/ADA, contact 1-877-336-6368 (1-877-EEO-ODOT). Oregon Relay Service can be reached by calling 7-1-1. If you are a veteran or Oregon National Guard servicemember, you may receive preference.

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.”