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.

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.  Ability to read and interpret input forms and computer printouts. Typing and computer application skills such as spreadsheets, word processing, e‑mail, browser software, data entry/retrieval/management and knowledge of software applications, etc.

Knowledge, Skills & Abilities:

Effective written and oral communication skills. Organizational, analytical, problem solving, complex thinking and customer service skills. Independent decision making under pressure. Ability to establish and maintain effective working relationships with faculty, staff, students and the general public with varying degrees of comfortability with technology

Preferred 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.

Applicant Instructions: 

Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/CV section of the application: (Maximum of 5 Documents)

• Resume/CV

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Compensation Pay Range:

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

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