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California State University, Bakersfield · 8 hours ago

Administrative Support Coordinator II

Bakersfield, CA

Full-time

Onsite

Mid, Senior Level

$4,367/mo - $6,362/mo

5+ years exp

California State University, Bakersfield is seeking an Administrative Support Coordinator II to serve as the primary customer service representative and administrative support for the Facilities Operations and Maintenance Services departments. The role involves managing workflows, data management, and ensuring high-quality customer service through coordination and communication with various stakeholders.

EducationHigher EducationUniversities

No H1B

U.S. Citizen Only

Responsibilities

Provides daily administration of the CMMS work control system, ServiceNow, working with all Facilities Operations and Management Services departments and Capital Planning, Design, and Construction, including, but not limited to the following:

Manages the workflow for a high volume of work order requests of varied complexity submitted via ServiceNow for urgent issues, corrective maintenance, preventative maintenance, and events from customers in all areas of the CSUB organization. Inputs work orders on behalf of customers and managers as needed

Reviews work orders and adds information as needed to ensure the work order is clear and complete. Identifies the appropriate location, priority, department, and technician and ensures the work order is accurately assigned for timely customer service. Applies knowledge of system meta-data to ensure accurate recording and assignment of work orders. Applies knowledge of multiple departments and trades to assign work orders and coordinate technician responses to urgent requests. Applies knowledge of CSUB organizations and service level agreements to identify service charges and communicates with customers to identify chargeback financial coding

Coordinates with managers to identify work order close out timing and completeness to ensure accurate record management. Verifies charge back information and time and materials data entry. Conducts follow-up with customers for chargeback information as needed. Conducts follow-up with technicians for time and material costs as needed

Enters invoice and purchase order data into associated work order(s) and ensures invoices and purchase orders are scanned and attached to the work order. Communicates with and requests chargeback information from customers prior to chargeback processing. Regularly prepares and reviews all chargeback records from ServiceNow exported to Excel to determine chargeback status and validate charges. Communicates timely any unposted charges to the Administrative Analyst overseeing chargeback activities and conducts follow-up with customers as needed. Ensures service charge information is included in the work order record as needed

Inputs projects into ServiceNow and links all work orders related to a project. Conducts follow-up as needed to verify or clarify project information in the system to ensure quality service response and accurate records management

In coordination with the Director and Shipping and Receiving, inputs new assets information into ServiceNow to ensure complete and timely asset onboarding. Maintains asset life cycle information and related documentation in ServiceNow to ensure accurate and complete records, including but not limited to permits and inspection reports. Proactively communicates permit expiration dates and inspection activities to management to maintain the integrity of asset management data in ServiceNow

In coordination with managers, identifies assets and spaces requiring recurring work orders and establishes the necessary preventative maintenance work orders. In coordination with managers, administers asset activation and deactivation in ServiceNow. Applies knowledge of system requirements and meta-data to ensure accurate preventative maintenance work order actions

Coordinates and prepares metrics for weekly progress review meetings with multiple managers to support workflow management in ServiceNow. Reviews work orders and progress metrics to identify issues requiring management attention to ensure timely customer service and accurate data management

Coordinates with IT on ServiceNow access and system troubleshooting. Provides training to managers, technicians, student assistants, and customers in the use of ServiceNow. Provides lead direction and oversight to student assistant data entry to maintain system integrity and preserve the Preventive Maintenance Process. Coordinates and communicates with managers and technicians to address a variety of work order issues

Provides direct responses to internal and external customers on a variety of operational issues via phone and email

Coordinates student assistants, managers, and technician responses to internal and external customers via phone, email, and radio

Applies knowledge of CSUB campus facilities, organizations, operations and maintenance departments, and trades to communicate and coordinate with management for timely, high-quality responses to customers. Uses sounds judgement to quickly address urgent and emergency issues with management

Coordinates 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

Coordinates and provides administrative and clerical support for Facilities Operations and Maintenance Services divisions. Provides training to managers, technicians, and student assistants in administrative and clerical procedures and processes

Provides lead direction and oversight to student assistants in customer service response coordination and administrative and clerical procedures

Evaluates administrative processes, administrative procedures, and clerical practices and makes recommendations for improvements. Implements improved processes and procedures

Downloads class schedules for Facilities Operations management and technicians from events and class scheduling software (25Live)

Verifies class schedule to assist managers in assessing and coordinating work that may impact classrooms

Coordinates and communicates with Event Scheduling to review upcoming events and verify event details

Produces regular and ad hoc reports of upcoming event details to the Director and Facilities Operations to ensure coordination of operation and maintenance services in support of events

Qualification

ServiceNowComputerized Maintenance Management SystemData analysisCustomer serviceEvent coordinationMicrosoft ExcelCommunication skillsOrganizational skillsTeamworkProblem-solving

Required

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

Possession of a valid driver's license or the ability to obtain by date of hire

Regular and reliable attendance is required

Ability to review data for statistical anomalies

Ability to research concerns about data provided using reporting functions

Ability to analyze work order data to assist managers with workload analysis

Ability to project work order completion rate based on existing work order data

Ability to handle multiple competing priorities while managing day-to-day workload for multiple departments

Ability to use common sense and make independent decisions regarding the priorities of work orders received

Ability to develop guidelines to manage the workflow more effectively

Skills necessary to provide weekly reports and manage production meeting data analysis

Ability to provide training to multiple departments and skill levels regarding the use and understanding of workflow processes and procedures

Skills to serve as liaison between Facilities Operations and Management Services and all other departments on campus on service needs

Thorough knowledge of office systems and ability to use a broader range of technology, systems, and packages

Ability to independently handle multiple work unit priorities and projects

Ability to analyze operational and procedural problems and develop, recommend, and evaluate proposed solutions

Ability to perform business math, analyze budgetary data, and make accurate projections requiring some inference

Ability to draft and compose correspondence and standard reports

Demonstrated customer service experience requiring a very high level of diplomacy and professionalism

Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities

Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University

Ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds

Excellent communication skills; ability to effectively communicate information in a clear and understandable manner

Thorough knowledge of English grammar, spelling, and punctuation

Ability to interpret and apply policies and procedures independently and use judgment and discretion to act when precedents do not exist

Ability to maintain a high degree of confidentiality

Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines

Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email

Working knowledge of or ability to quickly learn University infrastructure

Preferred

Experience supporting the administration of facilities management and maintenance, or in the construction industry

Working knowledge of Computerized Maintenance Management Systems and work control functions for university operations

Knowledge of university chargeback processes and procedures. Knowledge of university accounting structure

Knowledge of standards pertaining to university facilities functions (e.g., APPA)

Working knowledge of California State University system processes and procedures

Demonstrated skills in developing and maintaining website content to promote customer service in a large organization

Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude

Must be willing to travel and attend training programs off-site for occasional professional development

Must be able to work overtime, occasional holidays, and adjust working hours to meet special jobs. May be called back periodically to perform work as needed on an emergency basis

Benefits

CSU offers a best-in-class benefit package for eligible employees that includes an array of medical plans, choice of dental plans, vision coverage, retirement participation in CalPERS, CSU tuition waiver, up to 24 vacation days per year, sick leave with unlimited accrual, 15 paid holidays per year and more!