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

Navitas Business Consulting, Inc.; Herndon (VA); On-site; USD 120,000 - 155,000; Full time

Job summary

Navitas is seeking a Customer Service Governance Analyst to establish and maintain governance frameworks, lifecycle management processes, and service delivery standards across federal mission and business functions. This role will support intake, onboarding, CRM, and Service Desk governance processes while ensuring consistent customer experience, operational accountability, and performance measurement.

The analyst will help define governance standards for AI-enabled customer service

Qualifications

• Active Top Secret (TS) security clearance with SCI eligibility is required.
• 7+ years of experience in customer service operations, service management, CRM administration, or related disciplines.
• Experience developing service delivery processes, SLA frameworks, and governance models.

Responsibilities

• Develop and maintain governance, intake, onboarding, CRM, and Service Desk lifecycle processes and standards.
• Establish service delivery frameworks, performance metrics, and SLA governance.
• Document and standardize customer-facing processes to improve service quality.
• Define governance policies for AI-powered customer service capabilities, including chatbots.

Skills

Customer service operations

CRM administration

Service governance

Education

Bachelor's degree in Business Administration, Information Systems, Communications, Management

Tools

CRM software

AI-enabled service tech

Job description

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 will include but are not limited to:

• 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