Work Order Management Specialist

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 48,000 - 64,000; Full time

Job summary

University of Tennessee, Knoxville is seeking a Work Order Management Technician to serve as SME and process analyst for the Facilities Services One Call/Work Order Management team. This role requires collaboration, excellent customer support, and a drive for process improvement.

You will work with the Manager to ensure SLAs and operational targets are met, coordinating incident and service requests across university departments.

Qualifications

• Two years of directly related experience in a Help/Dispatch/Service Desk environment.
• This position requires knowledge of how to work in a Help/Dispatch/Service Desk environment.
• Strong customer service and problem-solving skills.
• The applicant must demonstrate excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.

Responsibilities

• Analyze complex technical problems, develop and test solutions, and provide support for university users.
• Provide customer service for One Call operations and coordinate information like orders and service requests.
• Review work order tickets prior to escalation.
• Direct a wide variety of work based on the situation and applicable guidelines.
• Follow up with requesters for more information or troubleshooting; escalate as needed.
• Serve as first point of escalation for One Call requests by students, staff, and faculty.
• Advise and contact staff for escalation or follow-up on existing work orders.
• Assist in designing and maintaining answering service scripts and procedures.
• Identify and develop process and procedure updates.
• Communicate with Facilities Services and UTK departments to gather feedback and share solutions.

Skills

Customer service

Problem solving

Oral communication

Written communication

Interpersonal skills

Organizational skills

Time management

Team-building

Education

High School diploma or GED

Job description

University of Tennessee, Knoxville is seeking a Work Order Management Technician to serve as SME and process analyst for the Facilities Services One Call/Work Order Management team. This role requires collaboration, excellent customer support, and a drive for process improvement.

You will work with the Manager to ensure SLAs and operational targets are met, coordinating incident and service requests across university departments.