Serco is hiring: User Support Specialist in Albany
Serco, Albany, NY, United States
Position Description & Qualifications
The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools.
Serco supports the U.S. Army as a prime for their PPB BOS contract, maintaining the financial management application. Our team upgrades, maintains, and manages the software that runs the Army’s cloud-based financial systems to allow them to perform their missions successfully.
In this role, you will:
Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems.
Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff.
Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests.
Recommend updates when gaps and recurring issues are identified.
To be successful in this role, you must have:
U.S. Citizenship
An active DoD Secret clearance
A Bachelor’s Degree in Human Factors, Computer Science, Information Systems, or another relevant field.
At least 2 years of experience providing helpdesk support on software systems and applications.
Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction.
Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support.
The ability to travel up to 10% of the time.
Additional desired experience and skills:
Experience documenting business processes, frequently asked questions, and creating user/administrator guides.
Experience with ITIL methodologies.
Experience working with teams to identify user needs.
Experience with common release tracking software (Jira, Confluence).
Experience creating user training materials and presenting training sessions.
If you are interested in supporting and working with our military and a passionate Serco team, submit your application now for immediate consideration. It only takes a few minutes and could change your career!
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.
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.
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
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, or other legally protected characteristics.
#J-18808-Ljbffr
The Army PPB BOS program is seeking a User Support Specialist to provide Tier 1 user support for PPB BOS applications, ensuring end users can effectively access and use cPROBE applications and analytical tools.
Serco supports the U.S. Army as a prime for their PPB BOS contract, maintaining the financial management application. Our team upgrades, maintains, and manages the software that runs the Army’s cloud-based financial systems to allow them to perform their missions successfully.
In this role, you will:
Serve as the first point of contact for end users via ticketing tools for PPB BOS and related Army enterprise systems.
Handle incident intakes and resolution, account and access support, and routine troubleshooting under the guidance of senior service desk and system administration staff.
Follow standard operating procedures, use knowledge base articles for incident resolutions, and process service requests.
Recommend updates when gaps and recurring issues are identified.
To be successful in this role, you must have:
U.S. Citizenship
An active DoD Secret clearance
A Bachelor’s Degree in Human Factors, Computer Science, Information Systems, or another relevant field.
At least 2 years of experience providing helpdesk support on software systems and applications.
Experience logging, categorizing, and tracking all incident and service requests; managing tickets through closure and confirming user satisfaction.
Experience in troubleshooting basic software issues and escalating complex issues to tier 2/3 support.
The ability to travel up to 10% of the time.
Additional desired experience and skills:
Experience documenting business processes, frequently asked questions, and creating user/administrator guides.
Experience with ITIL methodologies.
Experience working with teams to identify user needs.
Experience with common release tracking software (Jira, Confluence).
Experience creating user training materials and presenting training sessions.
If you are interested in supporting and working with our military and a passionate Serco team, submit your application now for immediate consideration. It only takes a few minutes and could change your career!
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.
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.
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
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, or other legally protected characteristics.
#J-18808-Ljbffr