Program Support and Service Innovation Lead

Job Description

Job title: Program Support and Service Innovation Lead

Company: University of Alberta

Job description: DescriptionThis position is a part of the Non-Academic Staff Association (NASA).This position offers a comprehensive benefits package which can be viewed at: .Location – This role is hybrid with a mix of remote and in-person work at North Campus Edmonton.Working at the University of AlbertaThe University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.Your work will have a meaningful influence on a fascinating cross-section of people – from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. .Working for the Alberta School of BusinessThe Alberta School of Business is one of the world’s leading institutions in business education and research and is the first and longest continually accredited business school in Canada. We’re positioned to help shape the future of business with over 140 tenured, tenure track faculty and full and part-time academic teaching staff members who are at the forefront of cutting-edge research and innovative teaching. With 3,400 students in our undergraduate program and 950 students in our graduate programs (including 58 PhD students), we are dedicated to fostering a welcome and supportive environment where every student has the opportunity to thrive and reach their full potential. We equip our faculty and students with the latest insights and tools to ensure students receive a transformative learning experience that prepares them for success in a rapidly evolving business landscape.Since 1916, the innovative ideas, entrepreneurial spirit and leadership of the school’s more than 33,000 alumni have strengthened businesses and communities worldwide. We actively foster partnerships with local businesses, organizations and government agencies, allowing our students and faculty to address real-world challenges and contribute directly to the local and global economy. Our outreach programs extend beyond the classroom, empowering students to use their skills for the betterment of society.At the Alberta School of Business, you’ll be part of a dynamic and forward-thinking community that values collaboration, inclusivity and continuous growth, making it an exceptional place to contribute your talents and expertise.For more information about the School, please visit our web site at: .PositionAre you a business expert who is passionate about delivering excellent service? Do you have a talent for working with systems, people and processes?The Alberta School of Business is looking for a driven individual who will be dedicated to creating a leading edge student experience that is proactive, responsive, consistent, scalable and technology-savvy.Reporting to the Manager, Undergraduate Office, the Program Support and Service Innovation (PSSI) Lead is a technical expert with a strong focus on creating opportunities for business insights and leading service excellence initiatives. The PSSI Lead also provides day-to-day functional supervision, leadership and training for staff in the UG Office.The Faculty of Business offers a wide array of options for students across 5 degree programs, 11 majors, a growing number of certificates, campus partnerships, and many opportunities for experiential learning (e.g. over 20 student clubs, conference opportunities, national and international case competitions, etc.). The Faculty is also the administrative home for the Peter Lougheed Leadership College, for which the UG Office directly provides services.The PSSI Lead will deliver business analysis and insights, offer systems and reporting expertise, and lead office change initiatives, such as business process re-engineering and student-facing systems evaluation/implementation/user support. They will apply their skill in systems, project management, process improvement, business systems analysis and customer service.DutiesFunctional Supervision and Leadership

• In collaboration with the Manager, Undergraduate Office and Associate Dean, ensures effective operation of the Undergraduate Office team.
• Engages staff and fosters a collaborative approach based on trust and open communication.
• Monitors Program Support team’s workload and tasks to ensure deadlines are met and works with the Manager, Undergraduate Office to redistribute work as necessary.
• Acts in the absence of the Manager, Undergraduate Office during absences, with respect to program support and service innovation oversight duties.
• Promotes the vision of the Undergraduate Office, and by extension, the Alberta School of Business, to support an engaged team, that in turn, creates a more engaging and welcoming environment to students.
• Provides statistical reporting for the Manager Undergraduate Office regarding work flow, program (student) statistics, Accreditation requests, etc.
• Faculty delegate on campus and faculty working groups and committees as needed (e.g. Academic Advisement group).

Service Innovation, Processes and Project Management

• Plans and implements new student systems and processes for the Alberta School of Business.
• Works with stakeholders to determine business requirements; writes detailed technical requirements based on business requirements gathered.
• Develops, monitors and communicates project scope, timelines, milestones and gates in order to effectively identify and communicate project deliverables.
• Research and investigates new technologies; develops project briefs, proposals and business cases to support senior leadership decision making regarding project prioritization and resource allocation.
• Participates and leads as subject matter expert in process mapping sessions to promote systemic change towards more effective, consistent and equitable processes.
• Responsible for keeping up to date on best practices in student systems and services.
• Works collaboratively to ensure that policies and processes are consistently applied across individual student cases, and for the faculty as a whole.
• Develops user manuals for systems, procedures and practices.

Application Design, Planning and Development

• Provides lead analyst planning and execution of student systems for the UG Office, including user acceptance testing, deployment and troubleshooting.
• Responsible for the development, execution and maintenance of the Academic Advisement Tool in Campus Solutions for all undergraduate Business students.
• Enables the enhancement of the Faculty’s electronic presence internally through enhanced student communications and interaction, for example, through a CRM.
• Trains staff to use and maintain enterprise systems and other applications such as Campus Solutions (incl. Academic Advisement), EDRMS/Alfresco, Tableau, Acuity (or other scheduling/ticketing tools), etc.

Program Support and Records Management

• Prepare and analyzes reporting around course demands and enrollment trends to support student course progression.
• Designs, collects and analyzes student demand, preference, and feedback information to support the Undergraduate Office leadership.
• Manages cohort and course enrollment, including cohort assignment and adjustments of campus solutions reserve caps when needed – ensures assignment process is fair and clearly communicated with students.
• Works with the College and Exams and Timetabling to execute on scheduling changes, as well as restriction development and maintenance.
• Establish and monitor appropriate levels of PeopleSoft Student Administration security access for individual users in the Alberta School of Business.
• Considering the needs of the Undergraduate Office, promotes and implements records management best practices.

Qualifications

• An undergraduate degree, master’s degree is an asset; preference for education in Computing Science, Information Technology, Management Information Systems, Business Analytics, or equivalent.
• Certification in Business Analysis, Change Management, Project Management, or Continuous Improvement is an asset.
• A minimum of 5 years of directly related work experience in a post-secondary environment.
• Extensive knowledge of university administrative systems in student administration, including PeopleSoft/Campus Solutions, Electronic Document Records Management/Alfresco, Filemaker Pro, and other related interfacing applications.
• Supervisory experience is an asset.
• Advanced knowledge in Microsoft Excel, Google Applications and digital media channels.
• Superior customer service skills are required with the ability to exercise empathy, adaptability and patience.
• Ability to respectfully engage and interact with various types of stakeholders, including students, staff and faculty.
• Ability to teach, monitor and coach users with a variety of technical skills and understanding of systems.
• Must demonstrate a strong desire to work in a team-based environment to meet team goals and to maintain a collaborative, efficient team dynamic, contributing to a positive team culture; including the ability to work with little direct supervision.
• Ability to exercise independent judgment and proven problem-solving abilities.
• Excellent interpersonal and communication (oral and written) skills required.
• Exceptional organizational and time management skills.
• Ability to work under tight deadlines under pressure with a demanding workload.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.Note: This opportunity will be available until midnight October 16, 2024, Edmonton, Alberta local time.

Location: Edmonton, AB

Job date: Fri, 04 Oct 2024 23:46:49 GMT