Maintenance Systems Administrator

Overview:
Under the direction of the Director of Business Operations, the Maintenance Systems Administrator is responsible for support for the UW Computerized Maintenance Management System (CMMS) used to manage facilities related work order system, asset management, and preventative maintenance. The role includes also continuous improvement of processes and workflows to meet needs of the campus community (faculty, staff and students) as well as the business goals of Plant Operations.

University of Waterloo infrastructure comprises of over eight million square feet of space powered by a large 1st Class Central Power plant feeding a sophisticated district energy system connecting over eighty major academic buildings supporting state of the art teaching and ground-breaking research.

Responsibilities will align with the Plant Operations goal of contributing towards providing a safe and accessible, invitingly clean and comfortable, functionally-enriched and well-maintained campus environment through service excellence.

**Responsibilities**:
Customer Service/ End User Support
- Provide exceptional customer service in all communications with clients.
- Consistently consider the client perspective, both in reactively troubleshooting and in proactive problem solving. Works directly with maintenance supervisors and work teams to review and support the service level agreements that drive workflow to develop new efficiencies or with any changes in workflow as per the business units.
- Create a forum for end user feedback and ensure regular cadence of feedback with different user groups and action plan as appropriate for resolution of challenges encountered.
- Develop, document, and deliver education to end-users to support process improvements.
- Ensure that implementation of CMMS changes & improvements are documented, current, and consistent.
- Develop, document, and implement communication strategy to support system change upgrades.
- Represent customer service needs in pilot groups and vendor forums to ensure that CMMS changes and upgrades meet UW needs and priorities.

Operations
- In partnership with the Plant Ops IT Specialist the incumbent is responsible the following operational tasks:

- Set up new users on CMMS, assign roles, and define work teams.
- Contribute to ongoing monitoring of the device strategy that aligns with CMMS, changing workflows, and advances of available technology.
- Support Plant Operations teams in developing and accessing key performance indicator reports required for effective and efficient operation of their business units.
- Support process improvement for the CMMS including Preventative Maintenance program. Provides leadership in creating related documentation, development & delivery of associated education, and evaluation of impact of each initiative.
- Ensure that challenging and high priority requests are managed efficiently.
- Conduct regular reviews of associated data such as trends, respond times, volumes, use of client portal that facilitates customer improvement opportunities.
- Represent user needs in planning for upgrades or new modules that may be considered or approved.
- Participate in vendor support groups to remain abreast of current practices in the industry and vendor community.

Other
- Perform other related duties and responsibilities as assigned by the Director of Business Operations.

Qualifications:

- Completion of a post-secondary school program or an equivalent combination of education and or experience.
- At least three years of customer service/administration work experience preferably in facilities management within a major institutional sector(s), such as education, post-secondary education or corporate environment.
- Excellent communication (written and verbal) and interpersonal skills, with a deep commitment to customer service.
- Keen attention to detail and accuracy.
- Proven ability to respond to competing demands in a fast-paced environment.
- Excellent organizational skills.
- Demonstrated commitment to teamwork.
- Experience conveying information related to customer inquiries to a variety of stakeholders in a professional composed manner.
- Aptitude in using personal technology devices (phones, tables, etc.) and ability to support a wide variety of users.
- Sound working knowledge of property and facilities management principles, services, and operations.
- Experience with Computerized Maintenance Management System (CMMS).
- Proficient in using MSOffice (Teams, Outlook, Word, Excel, Power Point).

Equity Statement:
The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building,