Program Management Specialist - Key Control

Job Description Summary

Organization's Summary Statement:

Serves as a Program Management Specialist in Facilities Management’s Customer Response Center (CRC), with primary responsibility for key control and access-related operations. Maintains accountability for keys, access cards, and related materials by issuing, receiving, tracking, auditing, and documenting transactions in accordance with established authorization and security procedures. Serves as an operational point of contact for campus customers, Facilities Management staff, and partner units regarding access and facilities-related services.

Incumbents may support day, evening, overnight, weekend, and holiday operations as assigned.

The incumbent may also support the processing of routine and emergency facilities service requests, dispatch and emergency communications, building and alarm monitoring, incident tracking, and operational recordkeeping. Uses key-control systems, Asset Works, communications equipment, and monitoring platforms to maintain accurate records, coordinate services, support emergency response, and ensure continuity of operations.

• Experience needs to include two years in scheduling, dispatching, or customer call center.
• Experience in customer service, dispatch, call center, operations center, public safety communications, facilities operations, phone sales or similar service environment.
• Experience using computerized work management, dispatch, or incident management systems.
• Experience supporting emergency response, service coordination, or building systems monitoring.
• Experience providing customer service in a high-volume, fast-paced environment.

This position is designated as an essential employee and required to work during campus emergencies, weather events, and other continuity-of-operations situations. Position supports 24-hour, 7-day-a-week operations and may require day, evening, overnight, weekend, holiday, overtime, and shift coverage based on business needs.

Work is primarily performed in an office or operations-center environment. The incumbent must be able to work effectively under pressure and respond quickly in emergency situations. The position may require prolonged sitting, frequent use of computers and communications equipment, and extended periods of telephone, radio, and screen-based work. This position is not telework eligible.

The incumbent must possess a valid driver's license, as duties require travel to and from meetings and project sites, both on and off campus. If driving a state vehicle, the incumbent must possess a valid Maryland Class C driver's license (or equivalent) with fewer than six (6) points.

EDUCATION:

Bachelors degree.

EXPERIENCE:

Two years experience in administrative staff work.

OTHER:

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

Elementary knowledge of reference and research methods and techniques used in collecting, compiling, and organizing data and information; of basic methods and techniques used in organizing and conducting studies and analyses or programs, procedures, and organizations; of basic analytical and statistical principles and techniques. Skill in the use of office automation software and its application; in operating manual and automated office equipment.

Ability to establish and maintain effective working relationships; to present ideas and information clearly and concisely both orally and in writing; to perform mathematical computations; to present statistical material in chart and graph form.

OTHER:

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full…