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
Job description provided by Axiologic Solutions.
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