Requisition ID: 43910
Organization
Located on the traditional, ancestral and unceded lands of the x?m??k??y??m (Musqueam), S?wx?wú7mesh (Squamish), and s?lilw?ta? (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.
Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace. Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.
Main Purpose and Function
Provides administrative clerical and customer service support to Real Estate, Environment and Facilities Management. Hybrid Clerk functions as operational and administrative support to functional REFM teams ensuring work dispatch, time entry oversight, invoice management (internal sources and key external vendors) and stakeholder engagement needs are met. A liaison and subject matter expert in connecting users, navigating key systems and supporting managers and supervisors through various administrative tasks and maintenance support functions.
Specific Duties/Responsibilities
Receives service calls with varying level of complexity from a wide variety of stakeholders. Reviews and ascertains the information provided, prompt clients for additional relevant information, then evaluates and prioritizes the REFM response for various work functions.
Following an established protocol, provides triage prioritization Work Control work management functions such as dispatching work orders, managing invoice payments and processing time entry & audits
Assigns cost accounting requirements specific to each request and codes appropriately inputting data into the Work Flow Management system adhering to governed processes
Directs routine service requests & invoices to various REFM or Parks Operations business units leveraging systems such as SAP, AP Flow and BI Tools
Directs & routes service request and invoices that are not a REFM responsibility to the appropriate City department or business user
Logs non-routine, non-maintenance or production service requests and looks for direction as to next steps
Assesses and provides recommendations regarding service methods based on departmental practices, policy and processes. Determines the appropriate service agency (internal or external) and what level of engagement is needed from a support standpoint
Arranges for access to City facilities by internal & external agencies
Updates the status of work requests in the system for internally and externally managed work as assigned
Receives and responds to requests/inquiries regarding the status of work requests and invoices
Follows up with REFM and Parks Operations on administrative support functions
Provides feedback on the Work Control process and makes recommendations on changes
Controls access to the Evans Yard office and provides general reception for visitors
Receives and closes out work orders including:
Verification of data
Matching material and contract service reports with work orders
Inputting material, labour and contract costs through invoice management
Updating work order status for internal stakeholder support and on behalf of centrally managed vendor work
Leveraging tools and systems to make informed decisions Entering field notes from maintenance or service staff
Coordinating any follow-up action or inspection
Advising the Manager or any irregularities regarding type of work, cost, schedule or
methodology
Provides metrics and reports to senior management in support of the Departmental Service Plan including:
Number of service requests or invoice volumes
Costs incurred by REFM or Park Board business units and REFM managed vendors
Number of service requests rejected
Number of maintenance work orders through Cov work group and vendors
Completion rate of maintenance work orders
Completes time entry, reviews and validates time entry reports, ensuring that they meet time entry standards, especially as they apply to REFM trade shops.
Create shopping carts and complete shopping requests on behalf of the managers (SOBOs)
Reconciles P-card statements against PM Work Orders in SAP, especially from REFM trade shop staff
Supports and centralizes onboarding practices, staff accesses and office footprint space mapping
Creates & coordinates larger scale meetings and manages meeting minutes for core department meetings
Other duties/responsibilities as assigned.
Minimum Qualification Requirements
Education and Experience:
Completion of the 12th school grade.
Sound related experience in building maintenance or building operations
Experience in operating call reception, work control centre or maintenance management software application systems for service request, invoicing or work orders
Knowledge, Skills and Abilities:
Ability to make decisions regarding priority of emergency response in a timely and effective manner
Working knowledge of industry standard maintenance practices
Working knowledge of building systems including HVAC, electrical and mechanical components, and associated trades emergency response procedures
Invoice processing & analysis, vendor (external stakeholder) management and BI Reporting
Effective problem solving skills and critical thinking
Customer Service skills: Able to quickly develop rapport with clients and to foster effective relationships with customers
Working knowledge of Microsoft Office applications, Power Point, and Visio.
Knowledge and experience using computerized maintenance management or call centre software applications such as SAP PM
Completed time entry courses through CityLearn and eligibility to get access to the SAP time entry system
Very effective verbal and written English communication and math skills
Excellent organizational and multitasking skills
Ability to work with a moderate level of independence and to work alone with limited direct supervision
Work effectively independently and collaboratively in a team environment.
Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.
Business Unit/Department: RealEstate Env & Fac Mgmt (1100)
Affiliation: CUPE 15 Non Pks
Employment Type: Regular Full Time
Position Start Date: June, 2025
Salary Information: Pay Grade GR-017: $31.66 to $37.2 per hour
Application Close: May 25, 2025
At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.
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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.
