Program Management Specialist - Key Control

About the role

Serves as a Program Management Specialist in Facilities Management’s Customer Response Center (CRC), functioning as a primary point of contact for campus customers, Facilities Management staff, and partner units.

Responsibilities

• Receives, processes, documents, and routes routine and emergency service requests.
• Captures and tracks incidents, supports emergency response, and maintains continuity of operations.
• Coordinates dispatch and emergency response communications.
• Maintains operational logs and records.
• Ensures timely, accurate, and customer-focused service delivery.
• Uses AssetWorks, communications equipment, and building monitoring alarm platforms to coordinate work, track incidents, support emergency response, and maintain continuity of operations.
• Supports day, evening, overnight, weekend, and holiday operations as assigned.

Requirements

• Work is primarily performed in an office or operations-center environment.
• Must be able to work effectively under pressure and respond quickly in emergency situations.
• May require prolonged sitting, frequent use of computers and communications equipment, and extended periods of telephone, radio, and screen-based work.
• This position is not telework eligible.

Qualifications

• Education: Bachelors degree.
• Experience: Two years experience in administrative staff work.

Skills

• Knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information.
• Knowledge of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations.
• Knowledge of basic analytical and statistical principles and techniques.
• Proficiency in the use of office automation software and its application.
• Ability to operate manual and automated office equipment.
• Ability to establish and maintain effective working relationships.
• Ability to present ideas and information clearly and concisely both orally and in writing.
• Ability to perform mathematical computations.
• Ability to present statistical material in chart and graph form.

Other

• Licenses/Certifications: Valid driver's license and Maryland Class C driver's license (or equivalent) with fewer than six (6) points.
• Substitutes: Additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.