26-1138: Customer Service Governance Analyst - Herndon, VA

Navitas Business Consulting • Herndon, VA

1d • $120,000 - $155,000

About The Position

Navitas is seeking a Customer Service Governance Analyst to establish and maintain customer service governance frameworks, lifecycle management processes, and service delivery standards across federal mission and business functions. The role supports the development of intake, onboarding, CRM, and Service Desk governance processes while promoting consistent customer experience, operational accountability, and performance measurement. It also helps define governance standards for AI-enabled customer service capabilities, including chatbot oversight, agentic workflow management, and human-in-the-loop controls.

Requirements

• Active Top Secret security clearance with SCI eligibility.
• Bachelor's degree in Business Administration, Information Systems, Communications, Management, or a related field.
• 7+ years of experience in customer service operations, service management, CRM administration, service governance, or related disciplines.
• Experience developing service delivery processes, SLA frameworks, and customer support governance models.
• Experience documenting business processes and driving operational improvements.
• Must be DOW 8140 certified.
• Ability to obtain and maintain required Top Secret government security clearance.

Nice To Haves

• Familiarity with AI-enabled customer service technologies, automated workflows, or chatbot governance.
• Master’s degree in Computer Science, Engineering, Information Technology, or a related discipline.
• ITIL Foundation Certification.
• HDI Support Center Analyst (HDI-SCA).
• HDI Customer Service Representative (HDI-CSR).
• Other customer service or IT service management certifications.

Responsibilities

• Develop and maintain customer service governance, intake, onboarding, CRM, and Service Desk lifecycle management processes and standards.
• Establish service delivery frameworks, performance metrics, and SLA governance to ensure consistent customer support across mission and business functions.
• Document and standardize customer-facing processes, workflows, and operational procedures to improve service quality and user experience.
• Define governance policies for AI-powered customer service capabilities, including chatbots, virtual agents, and AI-assisted service desk operations.
• Establish agentic workflow escalation protocols and human-in-the-loop oversight processes for autonomous customer interactions.
• Support AI-assisted SLA monitoring, service performance reporting, and continuous improvement initiatives to enhance customer service effectiveness.
• Collaborate with business stakeholders, service owners, and technology teams to evaluate service delivery performance, governance compliance, and customer satisfaction outcomes.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior