User Support Service Operator
Pubblicato il 10-10-2026 - Serco Group in Italia
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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, c