Customer Service Governance Analyst

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