Service Desk / Business Analyst - Arlington, VA

Integrated Asset Solutions Team MemberAs 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 escalate 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 CitizenshipThe ability to obtain successful background investigation for a financial organizationMinimum 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 itemsA talent for problem-solving and customer engagementAdditional desired experience and skills:Proficiency with Excel – generating pivot tables and chartsFamiliarity with ITSM platforms (e.g., ServiceNow, Jira Service Desk)Hands-on familiarity with IBM TRIRIGA, IBM Maximo, or similar enterprise asset/facilities platformsA proactive mindset, passion for improving user experience, and comfort working in a mission-driven, fast-paced environmentAbility to maintain change logs, and support end-to-end lifecycle of change requests and enhancementsCommitment to documenting and improving knowledge management systems and user self-service capabilitiesIf 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!