Paid Sick Days

Professional Development

401K

Employee Referral Program

Flexible Spending Accounts

Work From Home

Life Insurance

UNKNOWN

ADAPTED_NOW

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. 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.

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 US Army as a prime for their PPB BOS contract maintaining their 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 other relevant field. + 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 materials 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. 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 . 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. 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: careers@serco-na.com .

Serco, Inc. is the North America division of Serco Group, plc, one of the world’s leading service companies. At Serco we serve every branch of the U.S. Military, federal, state and local governments, Canadian and provincial governments, as well as commercial customers. We are a leading provider of professional, technology, engineering, trades, and management services, and we support the public service areas of Defense, Citizen Services, and Transportation.
Headquartered in Herndon, Virginia, Serco has over 9,000 employees working at over 100 sites across the U.S. and Canada. Serco is a business where people and values matter. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. Put simply, Serco is a place you can count on. We embody a holistic approach to wellbeing and offer our employees a suite of benefits that enable you to achieve your physical, emotional, financial, social, community and career goals.
Serco is a place where you can make a difference because every contribution matters. So while your place at Serco may vary depending on your role, we know you will find your place here. You are invited to come discover your place in our world.

Serco

User Support Specialist

Analysis Skills

Atlassian JIRA

Business Processes

Cloud Computing

Computer Science

Contract Management

Customer Relations

Customer Satisfaction

Customer Support/Service

DoD Secret Clearance

Documentation

Employee Assistance Plan

Federal Government

Finance Software

Financial Management

Financial Systems

Frequently Asked Questions (FAQ)

Help Desk

Help Desk Software

Human Factors

ITIL (IT Infrastructure Library)

Identify Issues

Information Technology & Information Systems

Intelligence Community

Local Government

Maintenance Services

Military

Needs Assessment

Provincial Government

Service Delivery

Software Administration

Standard Operating Procedures (SOP)

State Government

Systems Administration/Management

United States Army

United States Citizen

United States Military

User Documentation

Willing to Travel

The Senior Technical Director for AI User Experience will set the long-term vision for how users collaborate with AI-driven capabilities across copilots, contextual assistants, multimodal interfaces, and intelligent automation to ensure these experiences are intuitive, trustworthy, governable, and enterprise-grade. • Partner with Product, UX, and Engineering leadership to integrate AI experience patterns into product roadmaps and platform architecture, and to challenge designs that compromise trust or usability.

YEAR

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description Summary: Rocket Software a leading provider of enterprise modernization software is expanding its AI strategy and leading the application of AI to further our vision of “Modernization Without Disruption”. With AI offerings like SmartChat, Anomalytics and Rocket Eva, Rocket is an established player in the application of AI in the modern enterprise. Rocket is expanding its AI strategy and is seeking a Senior Technical Leader to join Rocket’s AI COE to define how intelligence is embedded into enterprise workflows across our product portfolio. The Senior Technical Director for AI User Experience will set the long-term vision for how users collaborate with AI-driven capabilities across copilots, contextual assistants, multimodal interfaces, and intelligent automation to ensure these experiences are intuitive, trustworthy, governable, and enterprise-grade. This role will define Rocket’s cross-product AI experience architecture, establishing reusable patterns, constraints, and principles for AI-powered interactions as the market evolves. The successful candidate will ensure consistency, responsibility, and impact in how AI augments human decision-making across Rocket’s products, particularly in complex, regulated, and mission-critical environments. Essential Duties & Responsibilities • Define Rocket's AI-driven experience strategy across all product lines, with a focus on embedding intelligence into enterprise workflows, decision paths, and operational systems. • Architect reusable, scalable experience frameworks and primitives for AI copilots, contextual assistance, and multimodal interactions, emphasizing trust, clarity, and human control. • Establish and enforce patterns for transparency, explainability, governance, and responsible AI use, translating policy and platform constraints into effective user experiences. • Partner with Product, UX, and Engineering leadership to integrate AI experience patterns into product roadmaps and platform architecture, and to challenge designs that compromise trust or usability. • Lead applied R&D exploration of next-generation AI interaction models focused on improving human-machine collaboration, reducing cognitive load, and enabling safe automation. • Publish internal and external thought leadership to help shape Rocket's point of view on enterprise AI experiences. • Engage directly with customers and industry partners to validate AI interaction models against real-world operational needs and constraints. • Mentor senior engineers and influence technical direction across teams, serving as a key architectural authority for AI-driven experiences. Required Qualifications • 12+ years of experience in software engineering, AI/ML systems, UX architecture, HCI, or related technical disciplines. • Deep experience designing and delivering AI-enabled user experiences in complex software systems. • Strong technical understanding of ML/NLP concepts and the ability to work effectively with AI engineering teams. • Demonstrated ability to simplify complex, high-stakes workflows using intelligence-driven design. • Excellent communication skills with the ability to influence across engineering, product, and design organizations. Preferred Qualifications • Experience building enterprise software for technical or operational users (e.g., infrastructure, analytics, DevOps, data platforms, modernization). • Familiarity with responsible AI design, explainability, auditability, or compliance-oriented UX patterns. • Experience with multimodal interaction models, including chat-based interfaces, visual reasoning cues, or voice, where appropriate. • Advanced degree in Computer Science, HCI, AI/ML, or a related field. Annual salary range for this position is between $174,000 - $235,000 gross before taxes. #LI-Remote . What Rocket Software can offer you in USA: Unlimited Vacation Time as well as paid holidays and sick time Health and Wellness coverage options for Rocketeers and dependents Life and disability coverage Fidelity 401(k) and Roth Retirement Savings with matching contributions Monthly student debt benefit program Tuition Reimbursement and Certificate Reimbursement Program opportunities Leadership and skills training opportunities EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis. As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process. _It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability._ _If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!_ Companies around the world trust Rocket to solve their most complex business challenges by powering their critical infrastructure, business processes, and data. We help extend the value of these assets, enabling our customers to embrace the potential of cloud and mobile computing, advanced analytics, and the innovations of tomorrow. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands rely on every day. At Rocket, software is about more than just code—it’s about people. We are passionate problem-solvers, working to make a difference for others. Our foundation is built on empathy, humanity, trust, and love, and we strive to embody these core values in everything we do. Whether we’re serving our customers, partners, or fellow Rocketeers, we are committed to treating everyone with the respect and care they deserve. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts, and has 20 offices worldwide, bringing people and technology together to build a better future.

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User Support Specialist Serco

Senior Technical Director - AI UX Rocket Software

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