Sr. Technology Experience Partner #384 Job in Washington DC, DC

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.

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.

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.

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.

Email

employment@saa.senate.gov

Address

U.S. Senate Sergeant at Arms
SH-142 Hart Senate Office Building
Washington, DC, Washington, DC 20001