Administrative Support Coordinator II

FT/PT: Full-time

PAY PLAN: 12-month

WORKPLACE TYPE: On-site (work in-person at business location)

ANTICIPATED HIRING RANGE: Step 1 $4,367 - Step 4 $4,634

However, offer amount will be commensurate with candidate's experience, education, skills, and training.

CSU CLASSIFICATION SALARY RANGE: $4,367 - $6,362

PAY BASIS: Monthly

BENEFITS: CSUB 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! See our benefits website for additional information.

CANDIDATES ELIGIBLE TO APPLY: Open to all qualified applicants

POSITION PURPOSE: Under the general supervision of the Facilities Management Services Administration Director (Director), the Administrative Support Coordinator II is the primary customer service representative and administrative support for the Facilities Operations and Maintenance Services departments. The Coordinator coordinates and oversees workflows and data management in the Computerized Maintenance Management System, ServiceNow, to ensure timely customer service, cost tracking, and overall performance monitoring. The incumbent monitors event scheduling and coordinates and communicates event information. This position is responsible for maintaining high-quality customer service and supporting well-organized operations in a collaborative and professional manner.

DUTIES & RESPONSIBILITIES:

Computerized Maintenance Management System (CMMS) Administration

• 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:
• Work Order Submissions - 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.
• Work Order Review - 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.
• Work Order Closures - 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.
• Invoicing and Chargebacks - 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.
• Project Records - 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.
• Asset 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.
• Preventative Maintenance Program Support - 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.
• Performance Reporting - 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.
• System Support Coordination - 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.

Customer Service & Administrative Support Coordination

• 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 sound 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.
• Reviews Facilities and CPDC website content and makes recommendations to the AVP for updates. Collaborates with the Facilities department leadership and staff to implement website updates.

Event Support & Class HVAC Scheduling Coordination

• 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.

REQUIRED QUALIFICATIONS:

EDUCATION & EXPERIENCE - High school diploma or GED and five (5) years of recent (within seven years) administrative support experience.

LICENSES, CERTIFICATES, CREDENTIALS: Possession of a valid driver's license or the ability to obtain by date of hire.

SKILLS, KNOWLEDGE & ABILITIES (SKA's) -

• 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 reports and information regularly and consistently.
• 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, and to respond appropriately to conflicts and problems.
• Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the 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 QUALIFICATIONS:

• 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.

PHYSICAL DEMANDS: LIGHT WORK - involves mainly sitting, up to 25% standing or walking; lifting medium weight objects limited to 25 pounds.

ENVIRONMENTAL FACTORS:

• Is exposed to dust, fumes, gases, or radiation, microwave
• Drives motorized equipment

SPECIAL CONDITIONS:

SCREENING: Only those applicants possessing experience most directly related to the immediate needs of the office will be invited to appear before a Qualifications Appraisal Board for the purpose of appraising training, experience, and interest in the position.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

SENSITIVE POSITION: Sensitive positions are designated by the CSU as requiring heightened scrutiny of individuals holding the position, based on potential for harm to children, concerns for the safety and security of the people, animals, or property, or heightened risk of financial loss to the CSU or individuals in the university community.