IWMS Operations Center Specialist

University of Massachusetts Amherst; Amherst (MA); On-site; USD 75,000 - 110,000; Full time

Job summary

The Operations Center Specialist at University of Massachusetts Amherst serves as the primary coordination point for Facilities & Campus Services work activity, managing intake, prioritization, routing, and lifecycle of service requests to support campus operations. This role administers IWMS work orders, ensures data accuracy, and supports reporting and performance analyses.

Responsibilities include coordinating with customers, technicians, and leadership; developing dashboards in IWMS;

Qualifications

• High school diploma or equivalent with 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.

Responsibilities

• Receives, logs, and triages service requests and ensures timely processing of work orders.
• Maintains IWMS data accuracy and creates/updates dashboards and reports.
• Coordinates communication among customers, technicians, and leadership; provides real-time status updates.
• Designs, builds, and maintains IWMS dashboards and reporting libraries; monitors KPIs and trends.

Skills

Data analysis

Business intelligence

SQL queries

Excel

Communication

Education

Bachelor's degree

Associate's degree

High school diploma or equivalent with experience

Tools

TMA Systems

Crystal Reports

Tableau

Power BI

Job description

The Operations Center Specialist at University of Massachusetts Amherst serves as the primary coordination point for Facilities & Campus Services work activity, managing intake, prioritization, routing, and lifecycle of service requests to support campus operations. This role administers IWMS work orders, ensures data accuracy, and supports reporting and performance analyses.

Responsibilities include coordinating with customers, technicians, and leadership; developing dashboards in IWMS;