Administrative Support Coordinator II

About This Role

This role primarily serves as the administrative support and customer service representative for Facilities Operations and Maintenance Services, coordinating workflows and data in the Computerized Maintenance Management System (ServiceNow). The incumbent will ensure timely customer service, cost tracking, and overall performance monitoring, while also managing event scheduling.

Responsibilities

• Manage the workflow for a high volume of work order requests of varied complexitySubmitted via ServiceNow for urgent issues, corrective maintenance, preventative maintenance, and events from customers in all areas of the CSUB organization.
• Review work orders and add information as needed to ensure the work order is clear and complete.
• Coordinate with managers to identify work order close out timing and completeness to ensure accurate record management.
• Enter invoice and purchase order data into associated work order(s) and ensure invoices and purchase orders are scanned and attached to the work order.
• Input projects into ServiceNow and link all work orders related to a project.
• Input new assets information into ServiceNow to ensure complete and timely asset onboarding.
• Identify assets and spaces requiring recurring work orders and establishes the necessary preventative maintenance work orders.
• Coordinate and prepare metrics for weekly progress review meetings with multiple managers to support workflow management in ServiceNow.
• Coordinate with IT on ServiceNow access and system troubleshooting and provide training to managers, technicians, student assistants, and customers.
• Provide direct responses to internal and external customers on a variety of operational issues via phone and email.
• Coordinate with managers, technicians, and Administrative Analyst to identify information regarding response status, work order costs, and a variety of other issues to develop solutions to customer problems and provide a timely response to customer inquiries.
• Coordinate and provide administrative and clerical support for Facilities Operations and Maintenance Services divisions.

Requirements

• High school diploma or GED
• 5 years of recent (within seven years) administrative support experience
• Valid driver’s license
• Ability to handle multiple competing priorities and daily workflow
• Customer service skills with diplomacy and professionalism
• Ability to communicate effectively
• Thorough knowledge of office systems and technology skills including word-processing, spreadsheets, databases, and online systems

Qualifications

• High school diploma or GED
• 5 years of recent (within seven years) administrative support experience

Nice to Have

• Experience supporting facilities management and maintenance or in the construction industry
• Working knowledge of Computerized Maintenance Management Systems and work control functions
• Knowledge of university chargeback processes and accounting structure
• Knowledge of university facilities standards (e.g., APPA)
• Working knowledge of California State University system processes and procedures
• Skills in developing and maintaining website content
• Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude

Skills

* Required skills

Benefits