Senior Customer Service & Systems Administrator | Brandeis University | Waltham, MA

Hiring Range: $63.9k - $95.2k

The anticipated hiring salary is generally expected to fall near the midpoint of the range, based on the candidate’s qualifications, skills, experience, and internal equity. Offers above the midpoint may be considered for candidates with exceptional qualifications and directly relevant experience. 

This is an in-person position. The work schedule is Monday - Friday, 7AM - 3PM.

Exciting opportunity available supporting the Executive Director, of Operations, Administration, and Budget.

About the Role

The Senior Customer Services and Systems Administrator plays a key administrative and operational support role within the Campus Planning and Operations group, providing administrative support for facility management technology and systems used across Campus Operations. This person will support the identification and implementation of technology and process improvements that improve operational efficiency, staff productivity, and work quality. The position has primary administrative responsibility for the Facilities Maximo computerized maintenance management system (CMMS). This role also maintains Campus Operations website updates for Campus Operations. The position works with Communications and appropriate Campus Operations departments to ensure website information is accurate, current, accessible, and user-friendly.

This role also supports the day-to-day administration of Facilities Customer Service and Work Management operations and serves as an initial point of contact for the campus experiences with the Facilities organization. This includes intake of all service requests from the University Community, supporting the processing and assignment of work orders for the facilities services team as well as resolution of all customer service issues. This individual is also responsible for supporting a positive end user experience for our community and continuous review and improvement of the service. This individual will also provide monthly billing of custodial, technical trades and fuel services, as well as monthly or weekly reporting on open or closed work orders and KPI data to key personnel across the campus community, University Events, Finance and Facilities leadership.

The position works closely with the Supervisor of Work Order Operations to support the effective administration, tracking, reporting, and resolution of Facilities work orders and customer service requests.

Key Responsibilities:

Customer Service

Reporting to the Exec Director of Operations, Administration and Budget, this position provides administrative support to the Facilities Work Management group, coordinating the daily intake and processing of work orders. Supports the resolution of all customer service issues, troubleshooting and working through to resolution. Interacts with departmental field staff, supervisors, managers and other senior staff, as well as a broad range of customers and constituents both within the University and external to Brandeis. Provides regular reporting from the Maximo workorder system for monthly financial chargebacks, open service tickets to departments and KPI data.

Works closely with the Supervisor of Work Order Operations to monitor work order activity, identify issues requiring follow-up, and support timely processing and closure of service requests.

Supports communication with departments regarding work order status, service requests, and customer service issues.

Material’s Management and Stockroom

Work with the Associate Director, Facilities Support Services, who will oversee the vendor, to provide administrative support for facilities materials management and the outsourced stockroom operation. Monitor inventory levels and supply usage to help ensure appropriate stock levels are maintained and operational needs are met. Coordinate with the outsourced stockroom provider and Facilities staff regarding inventory, supply requirements, deliveries, and discrepancies. Assist with periodic inventory counts and review inventory data to identify trends, shortages, excess inventory, or opportunities for improved inventory management. Support the accurate allocation and chargeback of materials to the appropriate Facilities organization. 

Processes and Technology

Supports and participates in technical and process related projects primarily within Facilities Services, as well as across the Campus Planning and Operations & Public Safety organizations that includes Campus Planning, Environmental Health and Safety, Capital Programs, and Public Safety. Identifies opportunities to improve processes, efficiency, and the use of technology and makes recommendations to appropriate leadership.

Works closely with ITS on the annual computer refreshes for Campus Planning and Operations.

Responsible for the creation and tracking of key performance indicators (KPls) for facilities. Creates and provides a wide variety of reports for measuring process and operational efficiencies along with other reports as needed for general data requests relevant to Maximo. Analyzes data and makes recommendations to departmental staff.

Responsible for the development and maintenance of the Campus Operations website. This includes ensuring information is kept updated and review happens on a regular timeframe. Also ensures the site is modern looking, current and user friendly. Works closely with the Communications department to ensure accessibility and communication standards are met as well as photography.

Provides technical oversight daily for Maximo and related DataSplice mobility platform, including user set up and maintenance, set up and configurations of start center portlets, and screen modifications. Troubleshoots and resolves standard technical and functional issues within Maximo and DataSplice and/or other related applications, systems, and devices.

Provides additional technical support and assistance to Facilities staff for common issues with desktops, laptops, tablets, phones, radios, scanners, etc. Supports the computer refresh in coordination with the IT department. The role includes analyzing and documenting various business processes across the entire Campus Planning and Operations organization.

Provides periodic training on the use of Facilities systems and databases for existing staff as well as with onboarding for new employees. This includes creation and updating of training materials. Works to improve end user interactions with systems.

Administrative and Student Support

Provides administrative support and coordination for the Facilities Work Management function.

Works closely with the Supervisor of Work Order Operations to support daily work management activities and effective customer service operations.

Coordinates the daily activities and assignments of Facilities student employees, as assigned.

Assists with onboarding, training, scheduling, and administrative support for student employees.

Maintains administrative records and documentation related to assigned responsibilities.

Provides support for special projects and process improvement initiatives as assigned.

Education:

• B.A./B.S. or equivalent required

Experience:

• 3-5-years required, preferably more and preferably in a higher education environment.

• The ideal candidate will have working knowledge and experience with Maximo computerized maintenance management system (CMMS). 

• It is also preferred that the individual has some experience with Data Splice, and 25Live.

Pay Range Disclosure

The University's pay ranges represent a good faith estimate of what Brandeis reasonably expects to pay for a position at the time of posting. The pay offered to a selected candidate during hiring will be based on factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience and education/training, internal peer equity, and applicable legal requirements.

Equal Opportunity Statement

Brandeis University is an equal opportunity employer which does not discriminate against any applicant or employee on the basis of race, color, ancestry, religious creed, gender identity and expression, national or ethnic origin, sex, sexual orientation, pregnancy, age, genetic information, disability, caste, military or veteran status or any other category protected by law (also known as membership in a "protected class").