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Sr. Technology Experience Partner #384

Legislative Branch
Senate
This job announcement has closed

Summary

The Senate Sergeant at Arms is seeking a Sr. Technology Experience Partner. The complete vacancy announcement and application can be found on the United States Senate Career Page at https://sen.gov/J5NY. This vacancy announcement closes at 7pm EST on the closing date. Late applications will not be accepted.

Overview

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Job closed
Open & closing dates
11/15/2024 to 11/30/2024
Salary
$99,518 to - $168,496 per year
Pay scale & grade
AD 00
Location
Few vacancies in the following location:
Washington DC, DC
Few vacancies
Telework eligible
Yes—as determined by the agency policy.
Travel Required
Not required - N/A
Relocation expenses reimbursed
NoThe Senate Sergeant at Arms does not pay for relocation expenses.
Appointment type
Permanent
Work schedule
Full-time
Service
Excepted
Promotion potential
0
Supervisory status
No
Security clearance
Not Required
Drug test
No
Announcement number
req492
Control number
819362700

Duties

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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. Use 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.

Requirements

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Conditions of employment

  • For conditions of employment and citizenship requirements, please visit the job announcement on the United States Senate Career Page at https://sen.gov/J5NY.

Qualifications

Required Work Experience

  • Diploma with 6-8 years of relevant work experience.
  • Bachelor's degree with 5-7 years of relevant work experience.
  • Master's degree with 4-6 years of relevant work experience.

Required Special Skills/ Knowledge

  • Advanced relationship management and communication skills.
  • Proven ability to manage complex conflicts and provide empathetic customer support.
  • Strong analytical and innovative problem-solving capabilities.
  • Experience in developing and implementing communication strategies.

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. 

Desired Qualifications

1. Experience

  • 5+ years of customer service experience in the Senate.
  • 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.

Working Conditions

  • 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 employment@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.

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.

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