Senior Operations Support Specialist

Requirements

• Minimum Acceptable Education & Experience:
• Associate's degree and three years of computer related experience, or a combinat

Benefits

Additional Information

The Sr. Operations Support Specialist works in the Facilities Control Center (FCC) and provides direct support to customers, field technicians, managers and contractors carrying out daily planned and unplanned work. This includes organizing, communicating, and coordinating information, using independent judgment, problem-solving skills, and initiative to determine the approach or action to take in non-routine situations. As the Sr. Operations Support Specialist, this position plays a "lead" role vis-a-vis other employees in the department, fills in for the FCC Manager, interprets and adapts departmental guidelines where appropiate (including policies and procedures). The incumbent in this position also maintains the IWMS system by obtaining and/or entering various information into the system, verifying data, resolving problems, generating reports, analyzing data, maintaining compliance records, and providing general office support for the department using thorough knowledge of mobile and desktop technology. Duties/Responsibilities Customer Service (40%) Provide various services to customers, including receiving customer work and key requests via phone, email, self-service request system, and in person, providing reports, handling inquiries, and coordinating scheduled work. Process all customer, contractor, and internal requests by entering into the IWMS system and following procedures based on request urgency and daily attendance. Troubleshooting customer problems using data history, department liaisons, managers, and housekeeping vendors. Monitor building automation systems and dispatch critical alarms to internal and external teams to resolve. Ensuring proper accounting is on each transaction so that accurate billing and reporting interfaces will function. Maintain records supporting state and federal compliance with consistency and excellent quality. Provide reports that meet standards for compliance on time. With professionalism and clarity, communicate emergency events, customer impacts, seasonal instructions, and work coordination as necessary to the correct stakeholders to have the least impact on customers. Anticipate and prepare materials as needed for seasonal changes, annual reoccurring operational events, meetings, conference room schedules, and coordinate coverage required for holiday and inclement weather. Operate office equipment and maintain office inventory records and supplies. Coordination (10%) Coordinate work with outside vendors and contractors to meet university needs and contractual agreements. Communication with stakeholders to coordinate work to have the least impact on customers. Maintain, utilize, and distribute after-hour emergency recall procedures, report after-hour events to campus stakeholders on weekly basis with yearly revision on procedures/permanent department contacts. Maintain appointment schedules and coordinate complex office/department scheduling for events and disposal requests; utilize organizational familiarity; provide detailed responses to information requests about services requested. Support department by reviewing financial transactions regularly and ensuring costs are tracked in IWMS system to maintain accurate reporting for business decisions. Senior tasks and Supervision (50%) Accurately track all assets in the IWMS system with thorough records by coordinating with campus stewardship, operation managers, other department contacts and contractors. Assign preventative maintenance on these records as needed and manage the schedule and workload for all department teams. Support all department members with IWMS system for desktop and mobile devices and cellular phones including, training, troubleshooting, device set up, ordering, accessories, and accounts management. Perform various tasks to manage operational details affecting department or office by organizing, completing, and delegating office support work and making decisions on behalf of the supervisor when appropriate and within established guidelines and policy. Assist in interviewing, onboarding, and training all new team members and facilitate learning department-specific policies, procedures, and contacts. Process state agency reports of violations in IWMS or campus stakeholders, track completion of tasks and communicate/schedule reinspection's. Prepare reports, summaries, or replies to inquiries by researching and selecting relevant information from a variety of sources, such as reports, documents, queries, other offices, computerized databases, etc., and organizing and presenting information in a usable and professional format, including tables, graphs, and charts. Audit customer communications and IWMS system to ensure procedures are followed and data is correctly captured. Coordinate bi-yearly surveys for customers to collect feedback on department services.

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