Service Desk / Business Analyst - Arlington, VA

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

Position Description & Qualifications

As one of the key members of our Integrated Asset Solutions Team, you will enrich the practice by delivering exceptional end-user support, enabling user success with TRIRIGA and Maximo platforms, and capturing the voice of the customer to help guide system improvements. You'll provide innovative, human-centered support that goes beyond basic troubleshooting—helping clients solve facilities and asset management challenges with insight, empathy, and operational discipline.

Must be located in Arlington, VA or surrounding areas and be available to work onsite. This is not a remote position.

We are known for our ability to implement, train, sustain, and grow IBM TRIRIGA and Maximo deployments successfully. We are proud that all our customers are referenceable. We are growing and need bright, energetic, and engaged team members to support this exciting mission. If you are flexible, self-motivated, well-organized, detail-oriented, and experienced in a fast-paced environment, this is the perfect place for you. You’ll have the ability to build relationships and work effectively across multiple levels of the organization. Your excellent customer service, communication, and analytical skills will be crucial in providing our clients with world-class support.

In this role, you will:

· Serve as a Tier 1 support analyst within the Facilities Help Desk and Operations Center, providing integrated support for the eFOS+ program—answering inquiries, logging incidents, and guiding users in the effective use of TRIRIGA and Maximo.

· Monitor and manage the Facilities Help Desk inbox, assist users with ticket creation, and route or reassign service requests and work orders to appropriate teams.

· Troubleshoot customer requests and guide users through workflows using structured scripts, decision trees, and knowledge base content.

· Run daily queries to process requests, identify service request issues, and support timely resolution.

· Track incidents and service requests in a ticketing system, monitor performance dashboards, and **escalate** urgent or unresolved issues to key stakeholders.

· Provide proactive communication, system outage notifications, and timely status updates throughout the service request lifecycle.

· Create, maintain, and improve knowledge base articles, how-to guides, and training content based on live user interactions. Manage eFOS+ website content and maintain current policies, procedures, and reference artifacts.

· Support training, user adoption, and change communications through messaging, quick-start guides, and virtual training sessions.

· Conduct informal discovery, clarify customer needs, and capture new user requirements to support system enhancements and business requirements gathering.

· Receive user feedback, collaborate with the Program team on user experience, and advocate for usability improvements.

· Coordinate with technical and development teams to address usability and functionality issues, validate requirements, provide real-world context, and assist with UAT and rollout activities.

· Research system errors and bugs, document findings, and esc… issues to the Development team.

· Analyze support request trends, report key metrics, and assess overall system operational performance to inform communication planning and product improvement priorities, producing reports and presentations to the client.

· Maintain accurate documentation, reporting metrics, and meeting summaries to support transparency and traceability, while contributing to effective change management and customer satisfaction.

To be successful in this role, you will possess:

· A bachelor's degree in information systems, communications, business analysis, or a related field (Willing to accept 4 additional years of relevant work experience in lieu of a bachelor's degree)

· US Citizenship

· The ability to obtain successful background investigation for a financial organization

· Minimum of 0-2 years of experience in business analysis, systems documentation, or IT service operations (Applicants without a bachelor's degree must have a minimum of 4-6 years of experience)

· Ability to translate customer feedback into actionable requirements, user stories, or backlog items

· A talent for problem-solving and customer engagement

Additional desired experience and skills:

· Proficiency with Excel – generating pivot tables and charts

· Familiarity with ITSM platforms (e.g., ServiceNow, Jira Service Desk)

· Hands-on familiarity with IBM TRIRIGA, IBM Maximo, or similar enterprise asset/facilities platforms

· A proactive mindset, passion for improving user experience, and comfort working in a mission-driven, fast-paced environment

· Ability to maintain change logs, and support end-to-end lifecycle of change requests and enhancements

· Commitment to documenting and improving knowledge management systems and user self-service capabilities

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco's 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer .

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [e-mail] .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

• Medical, dental, and vision insurance

• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract

• 401(k) plan that includes employer matching funds

• Tuition reimbursement program

• Life insurance and disability coverage

• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection

• Birth, adoption, parental leave benefits

• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail] .