Community Liaison, Facilities Support

Community Liaison, Facilities Support

The New York City Department of Youth and Community Development (DYCD) invests in a network of community-based organizations and programs to alleviate the effects of poverty and to provide opportunities for New Yorkers and communities to flourish. Roles and responsibilities: The primary focus is to manage service tickets in the Service Now ticketing system. Responsible for managing service requests related to facility maintenance, acting as a bridge between community stakeholders, facility teams, and external vendors. This role ensures timely resolution of maintenance issues, effective communication with all parties. The Community Liaison/Project Manager plays a key role in supporting the operational efficiency of community centers by tracking, updating, and escalating service tickets as needed.

Service Ticket Management:

• Create, track and update service requests in Service Now system to ensure timely resolution
• Provide real-time updates on ticket status (open, in progress, pending, resolved, or closed)
• Document maintenance issues with details, including materials ordered, schedule dates, expected completion timelines, and follow-up actions
• Upload supporting documents such as price proposals, estimates, etc
• Monthly audit of Service Now to ensure all tickets and information is up to date
• Tickets Life Expectancy is 45-days – tickets should be well documented before the end of life of a ticket
• Escalate unresolved tickets to the Facility Director when necessary and follow up on delayed service requests

Community Engagement:

• Serve as a primary liaison between DYCD, community center staff, vendors, and external stakeholders regarding facility maintenance concerns
• Maintain open communication with CBO Program Directors, NYCHA representatives, and maintenance teams to ensure facility needs are met
• Provide guidance and support to community center staff on submitting service requests and understanding maintenance protocols. Including assistance with IT connections issues
• Visit community center to provide staff with Service Now assistance and presentations to ensure understanding of DYCD ticket requirements and guidelines
• Attend meetings and site visits to discuss facility concerns, gather feedback, and address recurring maintenance challenges

Qualifications:

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or 2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or 3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

Additional Information:

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.