Job Description

The Administrative Manager is responsible for coordinating and optimizing the administrative systems and processes that support permitting, licensing, code enforcement, payroll, financial transactions, and the administration of the City’s Land Bank Program within the Building and Housing Department. This position serves as the primary lead for the department’s use of the CitizenServe platform, ensuring it is configured to support efficient internal workflows, accurate data management, and a current, user-friendly public-facing portal. The Administrative Manager collaborates with department leadership and administrative staff to implement process improvements, develop reporting tools, and maintain high standards of service to residents, applicants, and internal users. Work is performed under the limited supervision of the Director of Building and Housing.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily with a high degree of accuracy. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

Essential Functions

• Manages and enhances the department’s use of the CitizenServe platform for permitting, licensing, and code enforcement, with a focus on operational efficiency and oversight. Works proactively to configure workflows, build custom reports, and develop dashboard metrics that enable managers to monitor staff activity and ensure timely follow-through on tasks. Maintains system functionality, submits and tracks vendor support tickets, ensures data integrity, and keeps the public-facing portal current. Trains administrative staff to assist residents and applicants in navigating the online system and to provide effective first-line technical support.
• Performs administrative tasks including processing applications, scheduling inspections, and administering the City’s Point of Sale Escrow program.
• Assists with preparation of the department’s annual budget; enters purchase requisitions; tracks open purchase orders; prepares accounts payable entries; and processes travel authorizations and reimbursements.
• Enters and processes payroll data; verifies overtime; prepares related payroll reports; and processes time-off requests in accordance with City policies and procedures.
• Manages the issuance, tracking, and basic maintenance of department-issued mobile devices and the departmental vehicle fleet; ensures City-issued mobile devices are properly configured and updated to support inspector field operations.
• Coordinates the annual batch processing of the City’s Business Licensing, Housing Rental, and Contractor Licensing programs.
• Processes public records requests in coordination with the Law Department, as required.
• Processes payroll changes and assists with new hire onboarding and employee offboarding checklists.
• Establishes and maintains effective working relationships with internal and external customers; serves as a liaison to the Finance and Human Resources Departments.
• Delivers high-quality administrative and customer service support to staff and the public, ensuring efficient communication, timely follow-up, and smooth daily operations.

Knowledge, Skills and Abilities

The ideal candidate will have strong knowledge of digital workflow and data management platforms (CitizenServe preferred), along with Windows and Android operating systems, records management, public records laws, and financial systems such as payroll and accounts payable. Familiarity with public sector administrative procedures and office operations is essential.

A high level of technical aptitude is required, including the ability to quickly learn complex systems, configure tools, and develop dashboards and reports to support process improvement and oversight. Proficiency in Microsoft Office, especially Excel and Outlook, is expected, along with strong organizational skills and attention to detail. The candidate must demonstrate excellent customer service skills, comparable to high-end retail or client service environments, and the ability to work collaboratively across teams and departments.

The position requires strategic thinking, independent initiative, and the ability to train others in the use of digital platforms. The candidate must be able to interpret and apply policies, manage confidential information, and complete administrative tasks with consistency and accuracy. Strong interpersonal skills are essential for building effective relationships with City staff, contractors, vendors, property owners, other department heads, and the public.

Education and Experience

Bachelor’s degree in public administration, business administration, information systems, or a related field; and considerable experience in office administration, bookkeeping, and administrative or workflow management systems. Demonstrated experience working with complex, technology-driven platforms or databases is required. An equivalent combination of education, training, and experience may be considered.

Preferred candidate has understanding of principles and practices of municipal administration, permitting, licensing, and code enforcement processes.

Physical Requirements

This work is sedentary and requires little to no exertion of force; work regularly requires standing, walking, sitting, speaking or hearing and using hands to finger, handle or feel; work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

Special Requirements

Must possess, or have the ability to obtain, a Level 1 Permit Technician certification from the Ohio Board of Building Standards. May also require possession of, or ability to obtain, additional licenses and/or certifications depending on departmental assignment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

The City of Shaker Heights does not hire individuals who use or test positive for tobacco or nicotine products.

PLEASE SEND CITY APPLICATION AND/OR RESUME TO THE CITY OF SHAKER HEIGHTS HUMAN RESOURCES DEPARTMENT, 3400 LEE ROAD, SHAKER HEIGHTS, OH 44120.

E-mail: human.resources@shakerheightsoh.gov

Special Requirements

Must possess, or have the ability to obtain, a Level 1 Permit Technician certification from the Ohio Board of Building Standards. May also require possession of, or ability to obtain, additional licenses and/or certifications depending on departmental assignment.

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