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 concerns, 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.

• 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 tickets prior to escalation. 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.
• 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.
• Represents One Call on Facilities Services Projects.
• Provides directives to Facilities Services supervisors overseeing work projects and compile reports on compliance of the directives to their supervising directors.
• 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.
• Obtains campus event information and requests for FS Department support assistance from such sources as Campus Event Scheduling system, emails, and phone requests student organizations; Consults with students to assist them on determining the needed resources such as tables, chairs, sound equipment, electrical, custodial, trash/ recycle and landscaping and manpower support requirements; This leads to organizing the vast majority of student events due to the lack of knowledge and experience students have in event planning.
• Coordinates on student event activities with assigned FS Department shops to ensure optimum efficiency and compliance with appropriate procedures and specifications.
• Enters these on campus event requirements into the FS Department workload management system as either Work Requests or Projects depending upon the work type and resource needed providing such information as; Event Name, Location, Date and Time, FS Department Shop and Resources needed from each Shop identified, Funding Account/Sponsor, Contact name phone number of Campus Event Coordinator/Requester and provides Work Request or Project number to Campus Events Coordinators/ Requesters for their information.
• Files each on campus event request for services in appropriate Day/Month Events Binder for tracking and follow through purposes; Maintains records on event activities, progress, or status; Maintains facility or event calendars, updating as necessary.
• Provide emergency response for Facilities Services in the FSC Monitoring Center in the event of emergency, including certification in NIMS ISC 100 level training.

REQUIRED QUALIFICATIONS

• Education: High school diploma or GED
• Experience: At least two years of directly related experience in a Help/Dispatch/Service Desk environment.
• Knowledge, Skills, Abilities:
• Ability to write and manage documentation is required.
• Experience training fellow employees is required.
• The applicant must possess strong customer service and problem-solving 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 excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
• The applicant must possess the ability to learn and use new technologies.
• Other Conditions: Valid Driver’s license

Please refer the Job description for details