Customer Service Governance AnalystJob ID#:26-1138Clearance: Top Secret with SCI eligibilityLocation: DC MetroWhat You'll Do:
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. This role will support the development of intake, onboarding, CRM, and Service Desk governance processes while ensuring consistent customer experience, operational accountability, and performance measurement. The analyst will also help define governance standards for AI-enabled customer service capabilities, including chatbot oversight, agentic workflow management, and human-in-the-loop controls.
Responsibilities will include but are not limited to:- 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 You'll Need:
- Active Top Secret (TS) 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.
- Familiarity with AI-enabled customer service technologies, automated workflows, or chatbot governance is preferred.
- Must be DOW 8140 certified
- Ability to obtain and maintain required Top Secret government security clearance.
Set Yourself Apart With:
- Master's degree in Computer Science, Engineering, Information Technology, or 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
Salary Range: $120k - $155k
The salary range listed reflects our standard market pay structure. Final compensation will be determined based on multiple factors, including, but not limited to, the candidate's unique qualifications, skills required for the position, professional experience, education, and business needs, at the time of hire.
