Technology Experience Partner #702

Technology Experience Partner #702

Target Hiring Range: $100,000 - $120,000

Department: Chief Information Officer – Posting Date Range: 9/30/ /14/2026 – Pay Grade Range: $86979-$ – Work Hours: 8:30am - 5:30pm – FLSA Status: Exempt – Work Location Status: Hybrid – Hybrid Schedule: 1-3 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.

JOB OVERVIEW

Job Description

The Target Hiring Range for this position is: $100,000 - $120,000

About Us: 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. The TEP 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

Acts as the primary point of contact between the CIO office and assigned customer groups, ensuring clear day-to-day communication and representing customer needs. Engages proactively with the Senate community to gather business requirements and identify challenges; escalates themes to senior team members when needed. Partners with technology solutions teams to document customer requirements, ensuring accuracy and alignment with existing products and services. Drafts and delivers communication materials (email updates, briefings, release notes) to keep customers informed of technology changes and trends. Administers established feedback mechanisms, collects customer satisfaction data, and highlights patterns for further review. Tracks routine KPIs related to customer support and satisfaction; assists with preparing periodic reports for management. Other duties, as assigned.

JOB SPECIFICATIONS

Required Education

High school diploma/GED.

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 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.
• 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 office environment with standard physical demands, including extended periods of computer use, attending meetings, and interacting with customers and internal technology teams.
• Role requires frequent communication with stakeholders across the Senate community, including in-person meetings, virtual discussions, and written correspondence.
• Work requires managing multiple priorities simultaneously, often under time-sensitive or shifting deadlines.
• Work requires occasional travel within the Capitol campus or related facilities and may be needed for stakeholder meetings, technology demonstrations, or engagement activities.
• Work involves routine exposure to evolving technology trends, requiring continuous learning and adaptation to new tools, platforms, and service offerings.
• Work includes periods of higher demand during technology releases, major updates, system incidents, or Senate operational cycles.
• Work requires adherence to all organizational confidentiality, security, and data protection policies, particularly when handling customer feedback, business requirements, and CIO communications.
• Work requires collaboration with cross-functional teams may involve hybrid work settings, including telework days where approved, requiring reliable internet access and ability to participate in virtual collaboration tools.

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

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 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
• To view additional information regarding the VEOA, please click here.

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.