Facilities IT Service Desk & Asset Analyst

Serco; Herndon (VA); On-site; USD 75,000 - 105,000; Full time

Job summary

Serco is seeking a motivated Junior to Mid-level IT service operations professional to support TRIRIGA and Maximo deployments. You will work from our Arlington area facilities, serving as a Tier 1 analyst in the Facilities Help Desk and assisting with incident logging, user guidance, and knowledge-base improvements.

You will troubleshoot, guide users through workflows, run queries, and coordinate with development teams to address usability and functionality issues, while contributing to training

Qualifications

• Bachelor's degree in information systems, communications, business analysis, or related field (or 4 additional years of relevant work experience in lieu of degree)
• US Citizenship required
• Ability to obtain successful background investigation for a financial organization
• 0–2 years of experience in business analysis, systems documentation, or IT service operations (without a degree: 4–6 years)
• Ability to translate customer feedback into actionable requirements, user stories, or backlog items
• Strong problem-solving and customer engagement skills

Responsibilities

• Serve as a Tier 1 support analyst within the Facilities Help Desk and Operations Center, providing integrated support for the eFOS+ program—guiding users in TRIRIGA and Maximo
• Monitor and manage the Facilities Help Desk inbox, assist with ticket creation, route service requests and work orders
• Troubleshoot customer requests and guide users through workflows using scripts and knowledge base content
• Run daily queries to process requests and identify issues for timely resolution
• Track incidents and service requests in the ticketing system; escalate urgent issues as needed
• Provide proactive communication and status updates throughout the service request lifecycle
• Create and maintain knowledge base articles and training content; manage eFOS+ website content
• Support training, user adoption, and change communications via guides and virtual sessions
• Capture new user requirements through informal discovery to support enhancements
• Collaborate with the Program team on user experience and usability improvements
• Coordinate with technical and development teams to address issues and validate requirements
• Research system errors, document findings, and escalate to Development
• Analyze support trends and produce reports/presentations for the client
• Maintain documentation and reporting metrics for transparency and change management

Skills

Problem solving

Customer engagement

Excel pivot tables

ITSM platforms

IBM TRIRIGA

IBM Maximo

Change management

Knowledge management

User requirements gathering

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira Service Desk

IBM TRIRIGA

IBM Maximo

Job description

Serco is seeking a motivated Junior to Mid-level IT service operations professional to support TRIRIGA and Maximo deployments. You will work from our Arlington area facilities, serving as a Tier 1 analyst in the Facilities Help Desk and assisting with incident logging, user guidance, and knowledge-base improvements.

You will troubleshoot, guide users through workflows, run queries, and coordinate with development teams to address usability and functionality issues, while contributing to training