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