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 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—answering inquiries, logging incidents, and providing guidance on how to use the TRIRIGA and Maximo systems effectively.
• Troubleshoot customer requests and guide users through workflows, using structured scripts, decision trees, and knowledge base content.
• Track incidents and service requests in a ticketing system with performance dashboards, escalating urgent issues as needed.
• Provide proactive communication 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.
• Conduct informal discovery and clarify customer needs to support system enhancements and business requirements gathering.
• Receive user feedback and advocate for usability improvements.
• Support change communications and training delivery through messaging, quick-start guides, and virtual training sessions.
• Coordinate with technical and development teams to validate requirements, provide real-world context, and assist with UAT and rollout activities.
• Analyze trends from support requests to inform communication planning and product improvement priorities.
• Maintain accurate documentation, reporting metrics, and meeting summaries to support transparency and traceability.

To be successful in this role, you will possess:

• Bachelor's degree in information systems, communications, business analysis, or a related field.
• US Citizenship and the ability to obtain successful background investigation for a financial organization.
• 1-3 years of experience in business analysis, systems documentation, or IT service operations.
• 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:

• 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.

If you are interested in supporting and working with Serco-NA across the globe on a passionate, talented, and diverse Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Meet Your Recruiter!

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://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify 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 Agencies@serco-na.com.

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.