Description

The FM Admin within the Facilities Management is currently seeking a Full-time Regular Facilities Operations Support Specialist.

Facilities Management is responsible for delivering the operational functions that support the University's buildings and physical assets. This includes all day to day activities related to the use, upkeep, and maintenance of facilities, such as administration, routine maintenance, caretaking and cleaning services, fire protection, pest control, snow removal, grounds care, environmental operations and record keeping, waste and recycling removal, service contracts, leases, and utilities (electricity, gas/oil, water).

The Facilities Management Operations Support Specialist provides administrative and operational support to Facilities Management and serves as a key customer service and communication link between Facilities and the University community. This role requires high level discretionary decision making, the ability to manage multiple tasks, meet deadlines, and handle frequent interruptions. Stress levels may range from moderate to high depending on operational demands.

The work schedule is Monday to Friday, 7 hours per day (35 hours per week). Hours may vary to ensure coverage between 7:30 a.m. and 4:30 p.m. This position is part of the AUPE Collective Bargaining Unit. As this role follows a hybrid work model, the successful candidate must complete the probationary period and demonstrate a solid understanding of the role's accountabilities and expectations before being considered for hybrid arrangements. Work arrangements are subject to change in accordance with the AUPE Collective Agreement.

Primary Purpose of the Position (key purpose, functions, roles):

The primary purpose of this position approximately 80% of its responsibilities is to provide comprehensive administrative and office support to the units and managers within Facilities Management. This shared role supports the Facilities Management team by coordinating daily work assignments, managing communications through a shared mailbox, and ensuring timely and accurate processing of incoming requests.

The Facilities Management Operations Support Specialist also includes 20% responsibilities as a Virtual Live Agent for the Operations and Maintenance teams within Facilities Management. The Operations and Maintenance group serves as the primary point of contact for break/fix requests from the campus community. As a Virtual Live Agent, this position plays a key role in delivering responsive, high quality service by managing information, coordinating service requests, and supporting the efficient delivery of facilities services through a virtual, customer focused experience.

Key responsibilities include entering, updating, and maintaining information in the workforce management system (ARCHIBUS) in accordance with established procedures, as well as supporting administrative tasks related to Finance and other University systems used across Facilities Management. Additional duties involve preparing purchase requests and purchase orders, creating and maintaining spreadsheets, compiling and analyzing data, and supporting the development, documentation, and filing of departmental procedures for all Facilities Management units. The position is also responsible for, scheduling and coordinating training records within the Enterprise Learning Module (ELM), ensuring that training requirements are accurately tracked and maintained for staff across the department.

Summary of Key Responsibilities (job functions include but are not limited to):

Provides administrative support to Facilities Management. This includes, but is not limited to:

Monitoring and managing the Facilities Management shared mailbox, ensuring incoming requests, inquiries, and documentation are reviewed, prioritized, and directed to the appropriate staff or unit in a timely manner. Working within ARCHIBUS and PeopleSoft systems, entering, updating, and maintaining information in accordance with established procedures. Creating invoices, purchase requisitions/orders, and journal entries for internal and external clients on an ongoing monthly basis. Reviewing monthly invoices for accuracy and completeness and coordinating corrections or follow up as required. Assisting Facilities Management staff with monthly credit card reconciliations and expense reimbursements, ensuring compliance with University financial procedures. Creating and maintaining large contract amounts for purchasing and receiving activities. Inputting, organizing, and analyzing data to support the needs of various units and managers within Facilities Management and Facilities Development as requested.

Establishing and maintaining departmental files and records, including but not limited to:

Environmental Health & Safety documentation. Contractor invoice payments (Contract Labour Manager Tool). Facilities Management After Hours/Call Out roster information. Cell phone purchases, activations, and monthly invoice reviews. Tradesperson work wear contract coordination. Employee timesheet and expense reconciliation. Supply orders for office needs. Preparing reports, correspondence, and other documents in an efficient and professional manner. Including but not limited to accurate minute capturing and correspondence. Managing workload and time effectively to meet deadlines and support the operational needs of the department. Support all other office needs as situations arise.

The Facilities Operations Support Specialist also provides support for Facilities break/fix issues within the Facilities Operations Support Centre, the central hub for information, digital service delivery, and operational coordination across the University. As the first point of contact for campus service needs, the Centre leverages virtual agent technology, integrated data systems, and automated workflows to provide timely, accurate, and consistent support to the university community. This includes supporting internal Facilities teams as well as external contractors, consultants, and suppliers.

Strong communication, leadership and customer service skills are required as this position is in direct contact with internal and external customers on a daily basis. In the role of a Virtual Live Agent within the Facilities Operations Support Centre, this position delivers exceptional virtual support by leveraging digital tools and AI enabled workflows to triage incoming requests and route work to downstream teams with accuracy and efficiency. As a Virtual Live Agent, the Facilities Operations Support Specialist enhances the University's digital service experience by managing all aspects of Facilities' virtual service channels and ensuring seamless, technology supported interactions. This role upholds a high standard of service excellence by anticipating user needs, providing clear and timely virtual guidance, and maintaining a professional, consistent online presence for both internal and external stakeholders. Through the use of intelligent systems, proactive communication, and strong digital service practices, the Specialist helps foster a culture of responsiveness, integrity, and customer focused service across Facilities Management.

Virtual Live Agent:

Provide frontline virtual live agent support to students, staff, faculty, and visitors seeking facilities related assistance. Receive, triage, and process incoming work requests using digital and AI enabled tools, ensuring accurate information is captured and routed to the appropriate teams. Monitor service requests through virtual platforms and follow up to support timely completion and a positive user experience. Maintain and update information systems, logs, and databases to strengthen digital service delivery and operational accuracy Contribute to continuous improvement initiatives that enhance the virtual service experience, streamline workflows, and improve overall operational efficiency.

Service Request Coordination (AI -Enabled Environment):

Oversee and monitor virtual agent (AI) intake for service requests submitted through chat, ServiceNow, and integrated systems, ensuring the automated triage process is functioning accurately and efficiently. Manage escalated or complex service requests that fall outside the virtual agent's scope, applying judgment to determine urgency, required resources, and appropriate dispatch pathways. Validate and refine AI captured request details, ensuring clarity, completeness, and correct categorization before routing to operational units. Coordinate communication between Facilities teams, contractors, and requestors for high priority or multi step service needs, ensuring timely updates and clear expectations. Maintain data quality across systems, ensuring that information used by the virtual agent (FAQs, routing rules, knowledge articles) remains current, accurate, and aligned with operational processes.

Customer Service & Communication (AI Enabled Service Environment):

Respond promptly and professionally to escalated or complex customer inquiries received through email, chat, or other digital channels when human intervention is required. Provide expert front line support for high priority issues, offering clear, courteous, and accurate information that complements automated service pathways. Communicate effectively with the campus community, ensuring timely updates, clear explanations, and consistent messaging across all service channels. Deliver accurate information regarding break/fix matters, operational impacts, and service expectations, ensuring customers receive reliable guidance that reflects real time system data. Collaborate with internal teams to resolve escalations, ensuring that urgent or sensitive matters are addressed promptly and communicated appropriately. Distribute and create Notice of Work as requested. Monitor the shared mailbox.

Qualifications / Requirements:

A post secondary diploma or certificate in Office Administration or a related program from an accredited institution, plus several years of administrative experience preferably in a post secondary environment. A degree from the U of C would be preferred. Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook, SharePoint) is required. Familiarity with ARCHIBUS, PeopleSoft, and basic web content maintenance is considered an asset. Working knowledge of financial processes, including creating purchase requisitions and purchase orders, invoicing, accounts payable/receivable, and journal entries. Ability to coordinate billing and chargeback activities in collaboration with the Accounting Specialist to ensure accuracy and compliance. Strong customer service experience; facilities or construction related experience is an asset. Demonstrated comfort and competence with digital tools and technologies, including CRM systems, Microsoft SharePoint, Google Workspace (Drive), chat tools, and other web based platforms used to record, organize, and file customer interactions. Commitment to fostering a work environment that values diversity, cultural awareness, and respectful engagement with individuals from various backgrounds. Ability to maintain confidentiality and exercise sound judgment, discretion, and diplomacy. Ability to work effectively in an open, collaborative, and self motivated team environment. Ability to work in a fast paced setting with frequent interruptions, requiring strong independent time management skills to prioritize tasks and meet deadlines. Ability to adapt to shifting priorities and remain calm and professional in stressful or time sensitive situations. Proven verbal and written communication skills when interacting with internal and external clients. Ability to work both independently with minimal supervision and collaboratively within a team. Strong organizational skills and attention to detail. Excellent listening and oral communication abilities. Effective communication skills. A typing speed of 60 words per minute (WPM) is required to support efficient communication and documentation. A typing test will be administered.

Application Deadline: July 27, 2026.

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Operational/Administrative Job Family, Phase 3.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About The University Of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy ii' taa'poh'to'p committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

The university's commitment to the Indigenous Strategy is evident through the oversight of 18 Elders serving on the Circle of Advisors and the many unit-based circles working towards implementation of the strategy including the Faculty Advisory Circle and teams such as the Office of Indigenous Engagement, the Writing Symbols Lodge, and the Indigenous Research Support Team. Many Indigenous-based events and processes are impacting curriculum, programming and polices at the University of Calgary.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Institutional Commitments ([email protected]) and requests for accommodations can be sent to People & Culture ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.