Technology Experience Partner #3094

Target Hiring Range: $90,000-$114,000

Department: Chief Information Officer
Posting Date Range: 1/9/2026-1/23/2026
Pay Grade Range: $84248-$147434
Work Hours: 8:30am-5:30pm
FLSA Status: Exempt
Remote Work Status: Hybrid
Hybrid Schedule: 2-3 days onsite per week
All remote or hybrid work arrangements must be performed from within the continental United States, subject to Sergeant at Arms approval.

The Senate Sergeant at Arms does not pay for relocation expenses.

This vacancy announcement closes at 7pm EST. Late applications will not be accepted.

JOB OVERVIEW

Job Description

The Target Hiring Range for this position is: $90,000 - $114,000

The Sergeant at Arms is seeking a Technology Experience Partner (TEP) to join our IT Support Services Department. In this role, you will be a member of a team that serves as the primary point of contact between the Chief Information Officer (CIO) and the customer community, facilitating clear and proactive communication to understand and advocate for customer needs, and providing information and demonstrations on our supported CIO products and services. You will partner with other CIO teams to
document and collaborate on projects and technologies including communications plans to ensure that the community is informed of products and services.

Role Overview:
We are seeking a detail-oriented Technology Experience Partner to engage with the Senate community on CIO technologies and services. The ideal candidate will excel in written and verbal communications, providing technical support and guidance on best practices and demonstrations on technology. This role involves close collaboration with the Senate community and the CIO teams and will serve as the primary point of contact between the CIO and the Senate community. A successful candidate will demonstrate understanding of relationships between diverse teams and stakeholders and a focus on providing exceptional customer service.

Key Accountabilities/Essential Job Duties
Serves as the primary point of contact between the Chief Information Officer (CIO) and the customer community, facilitating clear and proactive communication to understand and advocate for customer needs, and providing information on the technology products and services. Proactively engages with the Senate community to gather insights on their business requirements and challenges, advocating for solutions that align with these needs. Partners with the technology solutions business partners to accurately document and prioritize customer requirements, ensuring seamless translation into products and services. Develops and maintains comprehensive communication strategies to keep the customer community informed and educated about technology trends, updates, and service improvements both written and verbal. Establishes and manages a feedback mechanism to capture customer insights, concerns, and satisfaction levels. Uses this feedback to drive continuous improvement in products, services, and customer support practices. Defines and monitors key performance indicators (KPIs) related to customer support and satisfaction. Regularly reports these metrics to senior management, providing insights and recommendations for strategic decisions and improvements in customer support operations. Other duties, as assigned.

JOB SPECIFICATIONS

Required Education
High School Diploma/ GED.

Required Work Experience

• Diploma with 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.

Required Special Skills/ Knowledge

• 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.
• Fundamental relationship building skills with diverse teams and stakeholders.
• Basic to intermediate oral and written communication skills.
• Ability to empathize and manage emotions in a customer support context.
• Introductory analytical and problem-solving skills.

Desired Qualifications

1. Experience

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

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

Working Conditions

• This position directly supports essential services of the U.S. Senate. As such, this position requires the employee be available and prepared to work during government shutdowns, in inclement weather, on holidays, weekends, and during late nights to ensure essential services to the Senate continue without Revised 10/21/2024 interruption. In the context of government furloughs, this position is considered excepted.
• No exceptional physical demands.

CONDITIONS OF EMPLOYMENT

To be employed by a Senate employing office in a paid position in the continental United States an individual must:
1. Be a U.S. citizen;
2. Be lawfully admitted for permanent residence and seeking citizenship as outlined in 8 U.S.C. § 1324b(a)(3)(B);
3. Be (i) admitted as a refugee under 8 U.S.C. § 1157 or granted asylum under 8 U.S.C. § 1158 and (ii) have filed a declaration of intention to become a lawful permanent resident and then a citizen when eligible; or
4. Owe allegiance to the U.S. (i.e., qualify as a non-citizen U.S. national under federal law).

Employment is contingent on background / security investigation results.

BENEFITS AT-A-GLANCE

The SAA provides a highly competitive benefits package for all SAA staff. Our benefits extend beyond health care coverage to help provide employees with student loan reimbursement, professional development, transportation subsidy, TSP/retirement savings, access to our Employee Assistance Program, and more! For more information regarding SAA’s benefits, please visit https://sen.gov/OPPW.

ACCOMMODATIONS

As an Equal Opportunity Employer, the SAA is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with SAA and need special assistance or an accommodation to complete the application process, please submit your request to employment@saa.senate.gov with “Accommodation” in the subject line.

VOLUNTARY SELF-IDENTIFICATION FOR VETERANS' PREFERENCE

If you are identifying as veterans' preference eligible under the VEOA, please use this link to complete your application for Veterans' Preference AFTER you apply for this position. The link will also be available on the "Thank You" page after you have submitted your job application.

Candidates only need to apply one time for veterans’ preference to be considered for all future veterans’ preference positions within the Senate Sergeant at Arms.

• All supporting documents must ONLY be provided within the Veterans’ Preference Application and within the stated deadline of the job announcement.
• Late applications for veterans’ preference will not be considered.
• Documentation to obtain veterans’ preference will not be considered if attached to the job application.
• If you need to revise or resubmit your Application for Veterans' Preference/documents, please withdraw your previous Application for Veterans' Preference and resubmit. If you require assistance, please email SAARecruitment@saa.senate.gov.

An applicant who declines to self-identify as a disabled veteran and/or to provide information and documentation regarding his/her disabled veteran’s status will not be subjected to an adverse employment action, but the individual may be ruled ineligible for veterans’ preference.