Customer Service Governance Analyst

Axiologic Solutions LLC; Herndon (VA); On-site; USD 77,000 - 159,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) with company match

Paid time off

Tuition assistance

Job summary

Axiologic Solutions LLC is seeking an experienced Customer Service Governance Analyst to develop and maintain governance and lifecycle management processes within a complex enterprise environment in the United States. The role supports intake, onboarding, CRM, service desk operations, and SLA frameworks, with governance for AI-powered service agents and chatbot technologies.

The analyst will establish chatbot orchestration policies, escalation protocols for AI workflows, and human-in-the-loop

Qualifications

• 7+ years of relevant professional experience in customer service governance, IT service management, service desk operations, customer experience management, or related discipline.
• Bachelor's degree in Business Administration, Information Systems, or related field.
• Experience developing or supporting customer service governance processes and procedures.
• Experience with customer intake, onboarding, CRM, service desk operations, and SLA management.
• Understanding of IT service management and customer service lifecycle processes.
• Familiarity with AI-enabled customer service technologies, chatbots, or automated workflows.
• Strong analytical, documentation, communication, and stakeholder-management skills.

Responsibilities

• Develop and maintain customer service governance and lifecycle management processes.
• Define and document customer intake, onboarding, CRM, and service desk workflows.
• Develop and maintain SLA frameworks supporting customer service delivery and performance.
• Standardize customer-facing processes across enterprise mission and functional areas.
• Develop governance frameworks for AI-powered customer service agents and chatbot technologies.
• Establish chatbot orchestration policies and escalation protocols for agentic AI workflows.
• Support AI-assisted service desk monitoring, reporting, and performance management.
• Develop human-in-the-loop oversight processes for autonomous customer-facing AI interactions.
• Maintain governance documentation, procedures, metrics, and service delivery artifacts.

Skills

Customer service governance

IT service management

Service desk operations

Stakeholder management

AI-enabled services

Documentation

Education

Bachelor's degree in Business Administration or Information Systems

Tools

ServiceNow

CRM platforms

Job description

Axiologic Solutions is seeking an experienced Customer Service Governance Analyst to develop and maintain customer service governance and lifecycle management processes within a complex enterprise environment.

This role will support customer intake, onboarding, CRM, service desk operations, and Service Level Agreement (SLA) frameworks. The analyst will also help establish governance for AI-powered customer service agents, chatbot orchestration, agentic workflow escalations, and AI-assisted service desk monitoring, including human-in-the-loop oversight for autonomous customer interactions.

Duties and Responsibilities

• Develop and maintain customer service governance and lifecycle management processes.
• Define and document customer intake, onboarding, CRM, and service desk workflows.
• Develop and maintain SLA frameworks supporting customer service delivery and performance.
• Standardize customer-facing processes across enterprise mission and functional areas.
• Develop governance frameworks for AI-powered customer service agents and chatbot technologies.
• Establish chatbot orchestration policies and escalation protocols for agentic AI workflows.
• Support AI-assisted service desk monitoring, reporting, and performance management.
• Develop human-in-the-loop oversight processes for autonomous customer-facing AI interactions.
• Maintain governance documentation, procedures, metrics, and service delivery artifacts.

Required Qualifications

• 7+ years of relevant professional experience in customer service governance, IT service management, service desk operations, customer experience management, or a related discipline.
• Bachelor's degree in Business Administration, Information Systems, or a related field.
• Experience developing or supporting customer service governance processes and procedures.
• Experience with customer intake, onboarding, CRM, service desk operations, and SLA management.
• Understanding of IT service management and customer service lifecycle processes.
• Familiarity with AI-enabled customer service technologies, chatbots, or automated workflows.
• Strong analytical, documentation, communication, and stakeholder-management skills.

Desired Qualifications

• ITIL Foundation certification preferred.
• HDI Support Center Analyst or equivalent customer service certification preferred.
• Experience supporting AI-powered customer service agents, chatbot governance, or agentic workflows.
• Experience with ServiceNow or another enterprise ITSM/CRM platform.
• Experience supporting enterprise customer service governance in a federal or other regulated environment.

TS/SCI eligibility required for the position. Candidates with an active TS/SCI are preferred; candidates with a recent active TS may also be considered for SCI upgrade based on eligibility and program requirements.

Salary Range: $77,000 - $159,000

The salary range is provided in good faith and is based on several job-related factors, including, but not limited to, the role and associated responsibilities, Federal Government contract labor category requirements, contract wage determinations when applicable, clearance requirements, work location, relevant experience, education, certifications, specialized skills, internal equity, and approved funding.

For proposal-contingent positions, the listed range is an anticipated good‑faith range based on current proposal assumptions. Final compensation may vary based on contract award, finalized customer requirements, approved funding, labor category alignment, and candidate qualifications.

Axiologic Solutions invests in its employees beyond compensation. Depending on position and eligibility, benefits may include medical, dental, and vision insurance, life insurance, short-term and long-term disability, paid time off, holiday pay, 401(k) with company match, tuition assistance for courses and certifications, professional development opportunities, fitness and wellness support, electronic stipend, and other optional benefit elections.

Applicants with a physical or mental disability who require a reasonable accommodation for any part of the application or hiring process may email their request to [e-mail] or call 571-295-4990. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Axiologic Solutions and its subsidiaries are an Equal Opportunity Employer and federal government contractor. We do not discriminate against any employee or applicant for employment as protected by applicable federal, state, or local laws.