Senior Operations Support Specialist

About the role

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.

Responsibilities

• 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.
• Troubleshoot customer problems using data history, department liaisons, managers, and housekeeping vendors.
• Maintain records supporting state and federal compliance with consistency and excellent quality.
• Operate office equipment and maintain office inventory records and supplies.
• Coordinate work with outside vendors and contractors to meet university needs and contractual agreements.
• Support department by reviewing financial transactions regularly and ensuring costs are tracked in IWMS system to maintain accurate reporting for business decisions.
• 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.

Requirements

• Minimum Acceptable Education & Experience: Associate's degree and three years of computer related experience, or a combination of education and experience equal to five years.
• Supervisory skills, including the ability to instruct and direct the work of others.
• Effective written and oral communication skills.
• Organizational, analytical, problem solving, complex thinking and customer service skills.
• Independent decision making under pressure.

Qualifications

• Knowledge of Facilities Operations in college/university environment.
• Experience in Office management and in coordinating emergency response.
• Advanced computer skills.
• Knowledge of USNH computing and telephone systems and experience with Microsoft Word, Excel, Access, Workday, U-Shop and AssetWorks preferred.