Serco Inc.

Employee Support Designer III - Herndon, VA or Bethesda, MD

Recruiting Location : Location
Position Type
Security Clearance
Clearance Details
CMS EBI and Drug Screen

Position Description

The Employee Support Designer III acts as a senior performance support and instructional designer for multiple projects. The Employee Support Designer III is responsible for leading the analysis, design and development of instruction and/or performance systems on assigned projects. This position is within a Program Management Office responsible for overseeing multiple functions. Provides employee support and knowledge management services.


Full-time remote work is currently in effect due to the pandemic. When it is safe to return to work, this role will primarily be located in Serco’s Herndon, VA office or Serco's Bethesda, MD Office. Weekly work-from-home days are allowed for all candidates.


  • Utilizes the instructional systems development process to analyze, design, develop, and implement instruction and performance support solutions.
  • Promotes design innovation throughout the company.
  • Acts as a mentor to team in creating related training products such as job aids, web pages, storyboards, course outlines, and online courses.
  • Reviews products for writing standards and sensible course or task flow.
  • Selects methods, techniques and evaluation criterion for obtaining results.
  • Develops and presents instructional and performance support design training and product presentations to in-house employees and customers.
  • Maintains records of program evaluation and follows up to determine applicability and relevance of course materials and/or effectiveness, efficiency and satisfaction.
  • Participates in creating system documentation.
  • Displays exceptional interpersonal, communication (both written and oral) and organizational skills, and the ability to prioritize multiple tasks for themselves and others.
  • Works with minimum of supervision from the project manager.
  • Familiar with standard concepts, practices, and procedures within a particular field.
  • Relies on extensive experience and judgment to plan and accomplish goals.
  • Performs a variety of tasks. Works under general supervision.  
  • Typically reports to a supervisor or manager.
  • A wide degree of creativity and latitude is required. 



  • Requires a Bachelor’s Degree in Instructional Systems Design, Education, Training/Curriculum Development or a related field.
  • 8 to 10 years of relevant work experience
  • Certifications and other specialized training will be considered

Technical Competencies:

  • Proficiency in Microsoft Office products
  • Experience with Microsoft Visio and creation of process flow diagrams
  • Proficiency in using Microsoft SharePoint, Wiki, and other Content Management systems to manage and maintain organizational content
  • Familiarity with and implementing the section 508-conformance requirements of the Rehabilitation Act.
  • Experienced in applying plain language principles to the writing, proofreading, and editing of content.


  • Excellent writing skills.
  • Ability to effectively communicate with targeted audiences.
  • Coordination with a larger virtual team to develop employee support tools to meet performance needs.
  • Candidate to be able to create flowcharts, process descriptions, SOPs and other materials.
  • Delivery of content to a busy workforce in easily consumable formats.
  • Working knowledge of industry standard knowledge management (KM), business process engineering.
  • Proven experience working in a complex technology/enterprise solutions/systems implementation environment


Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has approximately 8,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).


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