Senior Customer Service Governance Analyst (TS/SCI)

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

Job summary

Navitas Business Consulting Inc. is seeking a Customer Service Governance Analyst to establish and maintain governance frameworks and lifecycle management for customer service across federal mission and business functions.

The role focuses on intake, onboarding, CRM, and Service Desk governance, with emphasis on AI-enabled capabilities and human-in-the-loop controls. Ideal candidates bring TS clearance, a related Bachelor's degree, 7+ years in service operations and governance, and experience

Qualifications

• Active Top Secret (TS) security clearance with SCI eligibility.
• Bachelor's degree in Business Administration, Information Systems, Communications, Management, or 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.

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.

Skills

Customer service ops

CRM administration

Service governance

Process improvement

AI-enabled governance familiarity

Education

Bachelor's degree in Business Admin, Information Systems, Communications, Management, or related field

Tools

DOW 8140 certification

Job description

Navitas Business Consulting Inc. is seeking a Customer Service Governance Analyst to establish and maintain governance frameworks and lifecycle management for customer service across federal mission and business functions.

The role focuses on intake, onboarding, CRM, and Service Desk governance, with emphasis on AI-enabled capabilities and human-in-the-loop controls. Ideal candidates bring TS clearance, a related Bachelor's degree, 7+ years in service operations and governance, and experience