Technology Experience Partner #702

US SENATE; Washington (District of Columbia); Hybrid; USD 90,000 - 130,000; Full time

Job summary

United States Senate Sergeant at Arms seeks a Technology Experience Partner to deliver exceptional customer service and guide users through CIO technologies. The role emphasizes resolving complex issues, mentoring teammates, and providing data-informed improvements.

Candidates should have 3–5 years of relevant experience, strong communication, and ability to work under pressure in a fast-paced environment. Hybrid work with occasional travel and strong confidentiality.

Qualifications

• 3–5 years of relevant work experience.
• Bachelor's degree with 2–4 years of relevant work experience.
• Master's degree with 1–3 years of relevant work experience.
• Fundamental relationship building skills with diverse teams and stakeholders.
• Introductory analytical and problem-solving skills.
• Ability to empathize and manage emotions in a customer support context.

Skills

Customer service

Escalation handling

ServiceNow

Microsoft Teams

Excel reporting

CIO technologies demonstrations

Verbal communication

Written communication

Conflict de-escalation

Active listening

Critical thinking

Decision making under pressure

Mentorship

Education

Diploma

Bachelor's degree

Master's degree

Tools

ServiceNow

Microsoft Office

Job description

The Senate Sergeant at Arms is seeking a Technology Experience Partner. The complete vacancy announcement and application can be found on the United States Senate Career Page at https://sen.gov/1VNZQ. This vacancy announcement closes at 11:59pm EST on the closing date. Late applications will not be accepted.

Desired Qualifications:

Experience

• 3+ years of customer service experience in the Senate preferred.
• Proven track record of handling escalated customer issues effectively.

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.

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.

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.

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.

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.

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.

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.

Required Work Experience

• Diploma with 3-5 years of relevant workexperience.
• Bachelor's degree with 2-4 years of relevant workexperience.
• Master's degree with 1-3 years of relevant workexperience.

Required Special Skills/ Knowledge

• Fundamental relationship building skills withdiverse teams and stakeholders.
• Basic to intermediate oral and writtencommunication skills.
• Ability to empathize and manage emotions in acustomer support context.
• Introductory analytical and problem-solving skills.
• 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.

Working Conditions

• Work is primarily performed in an officeenvironment with standard physical demands,including extended periods of computer use,attending meetings, and interacting withcustomers and internal technology teams.
• Role requires frequent communication withstakeholders across the Senate community,including in‑person meetings, virtual discussions,and written correspondence.
• Work requires managing multiple prioritiessimultaneously, often under time-sensitive orshifting deadlines.
• Work requires occasional travel within theCapitol campus or related facilities and may beneeded for stakeholder meetings, technologydemonstrations, or engagement activities.
• Work involves routine exposure to evolvingtechnology trends, requiring continuous learningand adaptation to new tools, platforms, andservice offerings.
• Work includes periods of higher demand duringtechnology releases, major updates, systemincidents, or Senate operational cycles.
• Work requires adherence to all organizationalconfidentiality, security, and data protectionpolicies, particularly when handling customerfeedback, business requirements, and CIOcommunications.
• Work requires collaboration with cross-functionalteams may involve hybrid work settings, includingtelework days where approved, requiring reliableinternet access and ability to participate in virtualcollaboration tools.