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 11:59pm 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 11:59pm EST on the closing date. Late applications will not be accepted.
Acts as the primary point of contact between the CIO office and assigned customer groups, ensuring clear day‑to‑day communication and representing customer needs. Engages proactively with the Senate community to gather business requirements and identify challenges; escalates themes to senior team members when needed. Partners with technology solutions teams to document customer requirements, ensuring accuracy and alignment with existing products and services. Drafts and delivers communication materials (email updates, briefings, release notes) to keep customers informed of technology changes and trends. Administers established feedback mechanisms, collects customer satisfaction data, and highlights
patterns for further review. Tracks routine KPIs related to customer support and satisfaction; assists with preparing periodic reports for management. 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
Desired Qualifications:
Experience
3+ years of customer service experience in the Senate preferred.
Proven track record of handling escalated customer issues effectively.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
Working Conditions
Work is primarily performed in an office environment with standard physical demands, including extended periods of computer use, attending meetings, and interacting with customers and internal technology teams.
Role requires frequent communication with stakeholders across the Senate community, including in‑person meetings, virtual discussions, and written correspondence.
Work requires managing multiple priorities simultaneously, often under time-sensitive or shifting deadlines.
Work requires occasional travel within the Capitol campus or related facilities and may be needed for stakeholder meetings, technology demonstrations, or engagement activities.
Work involves routine exposure to evolving technology trends, requiring continuous learning and adaptation to new tools, platforms, and service offerings.
Work includes periods of higher demand during technology releases, major updates, system incidents, or Senate operational cycles.
Work requires adherence to all organizational confidentiality, security, and data protection policies, particularly when handling customer feedback, business requirements, and CIO communications.
Work requires collaboration with cross-functional teams may involve hybrid work settings, including telework days where approved, requiring reliable internet access and ability to participate in virtual collaboration tools.
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.
