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

Customer Service Governance Analyst Job ID#:26-1138 Clearance: Top Secret with SCI eligibility Location: DC Metro Who We Are : Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.

What We Do : At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.

What 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

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.

Equal Employer/Veterans/Disabled Navitas Business Consulting is an affirmative action and equal opportunity employer. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Navitas Human Resources.

Navitas is an equal opportunity employer. We provide employment and opportunities for advancement, compensation, training, and growth according to individual merit, without regard to race, color, religion, sex (including pregnancy), national origin, sexual orientation, gender identity or expression, marital status, age, genetic information, disability, veteran-status veteran or military status, or any other characteristic protected under applicable Federal, state, or local law.

Our goal is for each staff member to have the opportunity to grow to the limits of their abilities and to achieve personal and organizational objectives. We will support positive programs for equal treatment of all staff and full utilization of all qualified employees at all levels within Navitas.