Operations Center Specialist

Title: Operations Center Specialist

Executive Area: Administration and Finance

College/School/MBU: Facilities Management

Department: Building Maintenance

Work
Location: Amherst

Schedule: Full time

Work Arrangement: Onsite

Job
Summary

The Operations Center Specialist serves as the primary coordination point for Facilities & Campus Services work
activity, managing the intake, prioritization, routing, and lifecycle of service requests to support efficient daily campus operations.
Operating within the University Operations Center, this role ensures timely and accurate processing of work orders by coordinating
communication among customers, technicians, supervisors, and Facilities leadership.

The position is responsible for administering and
maintaining work activities within the IWMS, including creating, updating, tracking, and closing work orders while ensuring data accuracy,
system integrity, and adherence to established workflows. Through continuous monitoring of work queues, workload distribution, and
operational needs, the specialist supports effective resource allocation and service delivery across campus.

This position is
responsible for developing reports, dashboards, and performance analyses to monitor trends, support decision-making, and drive operational
improvements. The specialist also provides system support, training, and guidance to ensure consistent IWMS use, aligning day-to-day
operations with broader maintenance strategies and performance objectives.

Essential Functions

Work Intake &
Operations Management:

Receives, logs, and triages service requests from multiple sources (calls, emails, IWMS/system-generated
submissions)

Creates, updates, and maintains work orders in IWMS platforms such as TMA

Assigns and distributes work orders
based on trade, priority, location, and technician availability balancing workload across work areas and trades while maintaining “one trade
per work order” standard where applicable.

Routes urgent, and time-sensitive requests immediately per escalation protocols

Monitors active, pending, billable, AHR, and completed work order queues to ensure timely movement through lifecycle stages

Closes out or escalates work orders in accordance with completion standards and documentation requirements

Facilities
Operations Coordination & Communication:

Serves as first point of contact for incoming service requests and operational inquiries

Communicates clearly and professionally with customers (faculty, staff, students), technicians, supervisors, WMS, IMFs, and
leadership

Provides real-time updates on work order status, delays, and completion outcomes

Maintains accurate dispatch logs
and ensure all updates are documented within IWMS

Works with Facilities leadership, Communications, EH&S, and campus partners
regarding service interruptions and emergency notifications

Disseminates emergency notifications, access permissions, and scheduling
coordination for campus and residential spaces

Data Integrity, System Management & Reporting

Ensures accurate and consistent
IWMS data entry (locations, assets, descriptions, priorities, and status updates)

Monitors and enforce data quality standards,
naming conventions, and system compliance across users

Designs, builds, and maintains IWMS dashboards and reports to support
operational and strategic decision-making

Produces regular reporting on productivity, response times, work order turnaround,
preventive maintenance completion, and labor distribution, and other Facilities operational metrics

Develops, monitors, and maintains
Key Performance Indicators (KPIs) related to work order volume, backlog, response times, completion rates, preventive maintenance
compliance, customer service performance, technician productivity, and operational efficiency

Analyzes trends, anomalies, KPI
performance and system inconsistencies; collaborate with leadership to validate and correct data

Provides data analysis and
performance insights to support staffing decisions, workload balancing, resource allocation, and continuous improvement
initiatives

Automates routine reporting processes to improve efficiency and reduce manual workload

Maintains a centralized
reporting library aligned with operational needs

Workload Analysis & Performance Optimization

Analyzes incoming requests,
shift logs, and operational trends to determine priorities and workload distribution

Tracks and reports on key performance
indicators including response times, completion rates, backlog, and repeat issues

Identifies bottlenecks, inefficiencies, and
recurring operational issues; recommend process improvements

Supports staffing and workload balancing decisions using data-driven
insights

Assists in preventive maintenance planning and scheduling optimization

Data-Driven Decision Making & Systems
Monitoring

Utilizes available software systems and operational technologies to continuously monitor building operations, campus
infrastructure, equipment status, alarms, and service conditions

Monitors and interprets system data to support operational
response, resource allocation, troubleshooting, and informed decision-making

Analyzes information across multiple platforms to
identify trends, operational impacts, emerging issues, and service disruptions

Coordinates communication and response efforts based
on real-time operational data and system notifications

Utilizes systems including, but not limited to: TMA (IWMS), Simplex, Overtime
management systems, Johnson Controls (JCI), Samsara, Water Quality Monitoring Systems, Tank Monitoring Systems, Other Facilities and campus
operational technologies as assigned

EH&S Compliance & Risk Management

Determines and assigns All Hazard Reviews (AHR) as
appropriate

Initiates Environmental Health and Safety (EH&S) protocols for mold, asbestos, air quality, and other regulated
conditions

Ensures compliance with OSHA, Lead, Mold, and Asbestos training requirements and apply standards in daily operations

Supports safe work practices by ensuring proper routing and documentation of hazardous conditions

Financial, Asset &
Administrative Support

Manages billable work orders and ensure proper allocation of speed types and project charges

Supports
tracking of labor hours, materials, and contracted services within IWMS and related systems

Maintains accurate inventory and work
order records in coordination with Facilities teams

Training, Systems Support & Continuous Improvement

Provides training and
guidance to technicians, WMS, and new users on IWMS usage, mobile devices, reporting tools, and workflows

Supports implementation
and optimization of mobile dispatch and work order systems

Programs and maintains user-specific system configurations (e.g.,
technician dashboards or filtered views)

Updates training materials and communicate system/process changes to ensure consistency
across Facilities teams

Other Functions

Participates in cross-functional meetings to align operational
workflows, reporting standards, and system improvements

Performs other duties as assigned

Minimum
Qualifications

High school diploma or equivalent and four (4) years of professional experience in data analysis, business
intelligence, or operational reporting; or,

Associate’s degree and two (2) years of professional experience in data analysis,
business intelligence, or operational reporting; or,

Bachelor’s degree.

Experience with TMA Systems or other Computerized
Maintenance Management Systems (CMMS).

Proficiency with data visualization and reporting tools (e.g., Power BI, Crystal Reports,
Tableau).

Strong skills in Excel (pivot tables, advanced formulas, lookups, and charts).
Experience writing and running SQL
queries.

Demonstrated ability to translate complex data into actionable insights for non-technical audiences.

Strong
attention to detail, accuracy, and confidentiality in handling sensitive information

Preferred Qualifications

Familiarity with Facilities operations, zone management, and preventive maintenance workflows.

Experience developing automated
dashboards or data visualizations for campus operations or large institutions.

Knowledge of report scheduling and database
maintenance practices.

Working Conditions

Work is primarily performed in an indoor university environment and
involves lifting and transporting materials or equipment and general physical activity, including prolonged standing, walking, or assuming
low postures.

Work Schedule and Work Arrangement

Monday – Friday 7:00 AM – 3:00 PM

Salary
Information

Pay Grade: PSSAP Grade 25

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Special Instructions for Applicants

Along with application please submit
a current resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3)
professional references.

This position will remain open for the time period required by any applicable collective bargaining
agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply
early.

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