Senior Technology Experience Partner #384 Job in Washington DC, DC

Vacancy No. req518 Department Senate
Salary $99,518.00 to $168,496.00 Grade 00 to 00
Perm/Temp Permanent FT/PT Full-time
Open Date 12/20/2024 Close Date 1/20/2025
Job Link Apply Online Who may apply Public
Locations:
Washington DC, DC


Summary

The Senate Sergeant at Arms is seeking a Senior 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.

Duties

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

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

  • 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

  • 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.

Benefits

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.

Required Documents

Subject to background/security investigation.

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

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.

How to Apply

All applicants must apply for jobs online using this link: https://sen.gov/J5NY. 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.

Agency contact information

Address
U.S. Senate Sergeant at Arms
SH-142 Hart Senate Office Building
Washington, DC, Washington, DC 20001
Learn more about this agency

Next steps

Qualified candidates will be contacted directly.


Note: We cannot accept applications on behalf of Federal Agencies. Application instructions are listed within the Job Description.


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