Work Order Management Technician - Facilities Services - UTK

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 52,000 - 66,000; Full time

Job summary

The 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 on campus in Knoxville. You will collaborate with the IT Manager to ensure SLAs and coordinate incident and service requests.

You will analyze complex problems, dispatch and support university users, monitor radio/phone systems, and provide training.

Qualifications

• Two years of related experience in a Help/Dispatch/Service Desk environment.
• Strong customer service and problem-solving skills.
• Excellent oral and written communication, interpersonal, organizational, time-management, and teamwork skills.
• Ability to coordinate and manage multiple projects independently.
• Ability to learn new technologies and document processes.

Responsibilities

• Analyze complex technical problems, develop & testing solutions, and provide support for university users.
• Provide customer service for One Call operations and coordinate alerts.
• Review work order tickets prior to escalation.
• Direct a wide variety of work based on situation and guidelines.
• Follow up with requesters for additional info or troubleshooting steps when needed.
• Escalate to Facilities Services staff and ensure timely resolution.
• Serve as first point of escalation for One Call requests from students, staff, faculty, and others.
• Act as advocate and contact for escalation or follow up on existing work orders.
• Assist in designing, developing, and maintaining answering service scripts and procedures.
• Identify and implement process and procedure updates.
• Communicate with Facilities Services and UTK departments; gather feedback and share solutions.
• GATHER information and analyze data to predict trends and inform management.
• Assist IT manager with policy setting for SLAs and OLAs.
• Manage small projects independently.
• Provide directives to supervisors and compile reports on compliance.
• Represent One Call on Facilities Services projects.
• Monitor radio, phone, and camera systems related to work orders.
• Monitor One Call phone system coverage and address failures.
• Create and deliver training for team members.
• Support Knowledge Centered Service practices.
• Provide emergency response in FSC Monitoring Center.
• Receive certification in NIMS ISC 100 level training.
• Participate in Facilities Services and Emergency Management trainings.

Skills

Help/Dispatch/Service Desk

Customer service

Communication skills

Problem solving

Team collaboration

Education

High School diploma or GED

Job description

Job Description

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 IT 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.

Job Description

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 IT 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.

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

Qualifications

• Required Education:
• High School diploma or GED

• Required Experience:
• This position requires at least two years of directly related experience in a Help/Dispatch/Service Desk environment.
• Required Knowledge, Skills, Abilities:
• This position requires knowledge of how to work in a Help/Dispatch/Service Desk environment.
• The applicant must possess strong customer service and problem-solving skills.
• The applicant must possess excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
• The applicant must demonstrate the ability to coordinate and maintain a variety of projects with a significant degree of independence.

• The applicant must possess the ability to learn and use new technologies.
• The applicant must possess the ability to write and manage documentation and an ability to train fellow employees.
• Other Conditions:
• 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.

Work Location

• University of Tennessee – Knoxville, TN Campus
• This is an on-site position

Compensation And Benefits

• UT market range: MR05
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

About The College/Department/Division

UT Facilities Services is responsible for the care and keeping of more than 300 facilities and utilities systems in and around Knoxville. As the University of Tennessee Knoxville’s largest non-academic department, team members are responsible for facilities maintenance and repair, custodial needs, landscaping and lawncare, utility work, in-house and capital construction projects, facilities planning and design, environmental initiatives, pest control, campus event services, and facilities administration functions for both the flagship campus and the agricultural institute. The Facilities Services staff provides around-the-clock coverage to ensure students, staff, faculty, and fans have a consistent and positive experience every time they step foot on Rocky Top.

About Us

The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service.

UT Knoxville offers over 900 programs of study across 14 degree-granting colleges and schools. As Tennessee’s flagship land-grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory.

The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service.

UT Knoxville considers its employees its number one asset. With values that focus on work-life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top-tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone.

The university holds a strong commitment to its land-grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine.