User Support Service Operator

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Posting Start Date: 25 Mar 2026

Location: Rome, IT

Company: Serco Plc

Job Introduction

Serco is a trusted leader in Space Services, with a proud history spanning over 55 years and a track record of supporting more than 50 space missions for world-renowned agencies like ESA and NASA. Our expertise covers the entire space lifecycle - from satellite testing and launch services to spacecraft operations, space surveillance, and data management - making us a key partner in advancing national strategies and driving innovation in the New Space era.

We’re looking for a talented User Support Service Operator to join our team.

Key Responsibilities

First-Level Activities

  • Acting as the first interface to users, managing email distribution in MS Outlook and the ServiceNow ticketing system, and routing, assigning, and tracking requests in ServiceNow.

Data Access Management Support

  • User profiling verification and moderation, applying different policies, handling data access requests involving manual intervention, and ensuring approval within the expected timelines.
  • Implementing data access rights as per ESA directives for new missions, handling new project proposals, and implementing the start-up process (user notification and project registration).
  • Managing data access rights and quota allocation (generation of accounts or provision of access details) for datasets with restrictions.

User Account Management Support

  • Supporting and maintaining EO user accounts through the Identity Access Management system by:
  • Supporting users’ account enquiries and providing dedicated information and instructions.
  • Keeping users’ personal information up to date and consistent, preventing incorrect country locations or generic institutional entries.
  • Locking/unlocking and activating/deactivating SSO accounts.
  • Troubleshooting incompatibilities with the ticketing system, ensuring data consistency across different tools, and keeping the relevant database(s) clean and aligned.
  • Collecting official documents and procedures, contributing to weekly and monthly reports, and creating and maintaining internal working instructions.

Skills

  • Strong customer orientation.
  • Very good command of English (indispensable).
  • Strong interpersonal skills and the ability to integrate into an already well-established team.
  • Proactive attitude.
  • Good knowledge of the MS Office suite and, more generally, familiarity with common office tools.
  • Ability to read and understand technical documentation predominantly written in English.
  • Knowledge of Earth Observation is considered an asset.
 

Package Description

Joining Serco Italy’s amazing team offers:

  • Competitive Salary
  • Great career opportunities
  • Corporate Benefits Package
  • International environment
  • Possible hybrid work