Operations Center Specialist

Title:

Operations Center Specialist

Executive Area:
Administration and Finance

College/School/MBU:
Facilities Management

Department:
Building Maintenance

Work Location:

Amherst

Schedule:

Full time

Work Arrangement:
Onsite

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.

• 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…