Customer Service Knowledge and Operations Specialist

The Customer Service Knowledge and Operations Specialist at the Indiana Department of Transportation manages and maintains knowledge resources to efficiently resolve customer inquiries. This role oversees the full lifecycle of knowledge management, including gathering, analyzing, and sharing information essential to customer service operations. The position ensures Customer Resolution Specialists have access to necessary information and maintains the statewide knowledge database. Additional duties may include assisting with case work, responding to urgent inquiries, and supporting new hire training.