Operations Center Specialist

UMass Amherst•Amherst, NY

5d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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.

Responsibilities

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
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
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
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
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
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
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
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
Participates in cross-functional meetings to align operational workflows, reporting standards, and system improvements
Performs other duties as assigned