Work Order Management Technician - Facilities Services - UTK

University of Tennessee • Knoxville, TN

8d • Onsite

About The Position

The Work Order Management Technician serves as a Subject Matter Expert (SME) and Process Analyst for the Facilities Services One Call/Work Order Management team. This position must work well with a team, deliver exceptional customer support, and promote process improvement. This position will work with the Manager to ensure adherence to service level and operational level agreements for all Facilities Services requests through One Call. This position will work with all areas within Facilities Services to coordinate incident and service request management. This position occasionally provides emergency awareness information for any complaints or concerns with work order processing in Facilities Services. This position will provide support for a variety of Facilities Services related incidents, problems, and service requests. Work is completed with minimal oversight.

Requirements

• High School diploma or GED
• At least two years of directly related experience in a Help/Dispatch/Service Desk environment.
• Knowledge of how to work in a Help/Dispatch/Service Desk environment.
• Strong customer service and problem-solving skills.
• Excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
• Ability to coordinate and maintain a variety of projects with a significant degree of independence.
• Ability to learn and use new technologies.
• Ability to write and manage documentation and an ability to train fellow employees.
• Valid Driver’s license
• Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment-based visa status.

Responsibilities

• Responsible for analyzing complex technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.
• Provides customer service for One Call operations while providing radio dispatching to coordinate and communicate vital information such as customer orders, service requests and emergency alerts.
• Reviews work order tickets prior to escalation.
• Decides how to direct a wide variety of work based on the situation at hand, determining which guidelines are most applicable and effective.
• May follow up with requesters if additional information or troubleshooting steps are necessary. If the ticket requires escalation, they will follow the case and coordinate with the Facilities Services staff to ensure timely resolution.
• Serves as the first point of escalation for students, staff, faculty and non-university contacts for One Call requests.
• Acts as an advocate and point of contact for staff, faculty and students requesting escalation or follow up on existing work orders.
• Assists in the design, development, and maintenance of answering service scripts and procedures.
• Identifies, recommends, and develops process and procedure updates.
• Communicates with appropriate Facilities Services and UTK departments as needed, gathering feedback, sharing solutions, processes, and documents.
• Gathers information and analyzes data to predict trends and communicate recommendations to management.
• Assist the IT manager with policy setting and adherence for service level and operational level agreements.
• Manages small projects independently.
• Provides directives to Facilities Services supervisors overseeing work orders and compiles reports on compliance of the directives to their supervising directors.
• Represents One Call on Facilities Services Projects.
• Continual monitoring of radio, phone and camera systems as they relate to work orders and their execution by Facilities Services personnel or contracted third parties.
• Monitor the Facilities Services radio system and One Call phone system for both coverage and potential system failures with moderate access for addressing system failures by analyzing information and solving problems.
• Creates and delivers training for team members.
• Supports the IT Manager with Knowledge Centered Service (KCS) practices and initiatives.
• Provides emergency response for Facilities Services in the FSC Monitoring Center in the event of emergency.
• Receive certification in NIMS ISC 100 level training.
• Participates in Facility Services and Emergency Management training sessions as requested

Benefits

• Information on UT Benefits can be found here [https://hr.tennessee.edu/benefits/]

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED