The Senate Sergeant at Arms is seeking a Technology Experience Partner. The complete vacancy announcement and application can be found on the United States Senate Career Page at https://sen.gov/1VNZQ. This vacancy announcement closes at 7pm EST on the closing date. Late applications will not be accepted.
Summary
The Senate Sergeant at Arms is seeking a Technology Experience Partner. The complete vacancy announcement and application can be found on the United States Senate Career Page at https://sen.gov/1VNZQ. This vacancy announcement closes at 7pm EST on the closing date. Late applications will not be accepted.
Serves as the primary point of contact between the Chief Information Officer (CIO) and the customer community, facilitating clear and proactive communication to understand and advocate for customer needs, and providing information on the technology products and services. Proactively engages with the Senate community to gather insights on their business requirements and challenges, advocating for solutions that align with these needs. Partners with the technology solutions business partners to accurately document and prioritize customer requirements, ensuring seamless translation into products and services. Develops and maintains comprehensive communication strategies to keep the customer community informed and educated about technology trends, updates, and service improvements both written and verbal. Establishes and manages a feedback mechanism to capture customer insights, concerns, and satisfaction levels. Uses this feedback to drive continuous improvement in products, services, and customer support practices. Defines and monitors key performance indicators (KPIs) related to customer support and satisfaction. Regularly reports these metrics to senior management, providing insights and recommendations for strategic decisions and improvements in customer support operations. Other duties, as assigned.
For conditions of employment and citizenship requirements, please visit the job announcement on the United States Senate Career Page at https://sen.gov/YO0NL.
Qualifications
Required Work Experience
Diploma with 3-5 years of relevant work experience.
Bachelor's degree with 2-4 years of relevant work experience.
Master's degree with 1-3 years of relevant work experience.
Required Special Skills/ Knowledge
As part of our hiring process, we may conduct a skills assessment to better understand an applicant’s proficiency in key areas relevant to the role.
Fundamental relationship building skills with diverse teams and stakeholders.
Basic to intermediate oral and written communication skills.
Ability to empathize and manage emotions in a customer support context.
Introductory analytical and problem-solving skills.
Desired Qualifications
1. Experience
3+ years of customer service experience in the Senate preferred.
Proven track record of handling escalated customer issues effectively.
2. Technical Skills
Proficiency with ServiceNow ticketing.
Strong Microsoft Office skills (especially Teams for communication and Excel for reporting and tracking).
Ability to provide demonstrations of supported CIO technologies.
3. Communication Skills
Excellent verbal and written communication skills.
Ability to handle difficult conversations and de-escalate conflicts.
Strong listening skills to accurately capture customer needs and issues.
4. Problem-Solving and Decision-Making
Proven ability to think critically and resolve complex customer issues.
Demonstrated ability to exercise sound judgment under pressure.
Aptitude for making quick, data-informed decisions.
5. Leadership and Mentorship
Experience training or mentoring junior team members.
Strong interpersonal skills to lead by example and foster team morale.
Ability to provide constructive feedback to team members.
6. Customer-Centric Mindset
Demonstrated commitment to delivering high-quality customer experiences.
Ability to empathize with customers and anticipate their needs.
Passion for continuous improvement in customer satisfaction.
7. Adaptability and Resilience
Ability to thrive in a fast-paced, high-stress environment.
Willingness to adapt to new systems, processes, and policies.
Strong organizational skills to handle multiple cases or inquiries at once.
8. Analytical Skills
Proficiency in data analysis to track performance metrics (KPIs).
Ability to identify trends in customer feedback and suggest improvements.
Experience preparing reports on customer service metrics or performance.
Working Conditions
This position directly supports essential services of the U.S. Senate. As such, this position requires the employee be available and prepared to work during government shutdowns, in inclement weather, on holidays, weekends, and during late nights to ensure essential services to the Senate continue without Revised 10/21/2024 interruption. In the context of government furloughs, this position is considered excepted.
No exceptional physical demands.
Education
High School Diploma/ GED.
Additional information
The Sergeant at Arms is an equal opportunity employer in accordance with the requirements of Senate rules, regulations, and applicable Federal Laws.
This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. Decisions to grant reasonable accommodations will be determined on a case-by-case basis. Please email SAARecruitment@saa.senate.gov with “Applicant Accommodation” in the subject line.
No moving, relocation or pre-employment travel expenses will be paid for this position, or while in application for this position.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
Your application will be evaluated by a panel on the quality and extent of your total accomplishments, experience, and education. Highly qualified candidates may be interviewed and a reference check conducted.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
Your resume should include relevant work experience, applicable education and your contact information. For current or previous federal employees, include the pay plan, series and grade.
Subject to background/security investigation.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants must apply for jobs online using this link: https://sen.gov/YO0NL. Paper application materials, resumes and attachments that are sent via email, mail or brought in-person will not be considered or accepted. All applicants MUST attach their documents to the online employment application.
Your resume should include relevant work experience, applicable education and your contact information. For current or previous federal employees, include the pay plan, series and grade.
Subject to background/security investigation.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
All applicants must apply for jobs online using this link: https://sen.gov/YO0NL. Paper application materials, resumes and attachments that are sent via email, mail or brought in-person will not be considered or accepted. All applicants MUST attach their documents to the online employment application.
