Reporting to the Systems Support Officer, the Systems Support Administrator will administer, analyze, supervise, manage, direct a variety of consultation services, facilitate, provide instruction, troubleshoot and help desk support the University community in order to enhance student, employee and faculty effectiveness. The Systems Support Administrator will provide consultation regarding hardware, software, network and related systems, installations, configurations. Deliver a variety of training programs and workshops, including knowledge-based and on-line courses. Create user documentation and instructional material. Provide services related to audio visual, multimedia, and new educational technology concepts. Deploy resources on projects related to customer support, training programs, IT documentation and other technologies.
Duties and Responsibilities:
- Act as a delegate concerning the use of software and provide consultation and assistance related to the system. Guide staff users with implementation and problem resolution providing details concerning how the system can be used.
- Manage customer related and/or system related inquiries and issues which includes configuring activities in the testing environment and assist SCS staff with general public inquiries in-person or online.
- Assist in maintaining of TEST instance of the software and making sure that its data and variables are consistent with production.
- Attend internal and external Destiny One related meetings and report conclusions discussed during meeting. Provide internal meeting minute’s summary to attendees.
- Foster effective and efficient working relationships with internal and external stakeholders. Assess a unit’s needs to implement solutions that are aligned with their business requirements, as well as liaise with Destiny One Solutions representatives as required.
- Provide access and administer user accounts within the Destiny One system and collaborate with supervisor in conducting periodic review and adjustment of system permissions.
- Oversee the work of employees and coordinate and administer training of new staff users, as well as refresher/update trainings for current staff users.
- Manage various system related databases, including tracking of the system’s growth, recording of newly implemented activities, discontinued activities, and changes in user access.
- Review and administer the Action Items database. Conduct follow-up with applicable staff members to resolve pending items.
- Perform regular system upgrade and functionality testing in collaboration with supervisor and facilitate Destiny One workshops as well as contribute to workshop’s agenda and prepare supporting materials.
- Evaluate, resolve and document Destiny One related administrative or system issues. Collaborate with supervisor and other units to configure and implement necessary system adjustments.
- Communicate operational guidelines and procedures to units to ensure smooth implementation and compliance.
- Act as a liaison between the Marketing department and other units, to ensure that information appearing on Destiny One related website (public) pages aligns with established business specifications and unit’s goals.
- Formulate recommendations regarding process revision and change implementation. Identify and analyze system related discrepancies and errors. Conduct follow-up with relevant units, as needed, to ensure conformity in accordance with established Destiny One administrative requirements.
- Resolve duplicate McGill/Athena ID cases and other student record issues. Manage related communication among team and university’s units.
- Contribute to operational planning and prepare communication plans. Produce data reports as part of daily operational tasks and execute Destiny One’s operation schedule.
Education and Experience:
Three (3) years' related experience
Other Qualifying Skills and Abilities:
Must be a highly focused, self-motivated individual with the ability to work in a fast-paced, changing environment. Must be able to multi-task (carry-on multiple tasks and manage competing deadlines), be pro-active and act with a sense of urgency. Be able to adapt to changing circumstances and be flexible with excellent organizational skills. Previous experience in customer service and in providing administrative and client support in a college or university environment. Must be able to quickly learn a new system, identify issues and find resolution. Excellent analytical and problem solving skills, critical thinking and capable of suggesting options and solutions. A demonstrated ability to work well both autonomously and within a team, and work well with multiple individuals/teams cross functionally. Demonstrated ability to work in a PC environment (Proficiency with MS Office - Excel, Power Point, Word and Visio) is an asset. Demonstrated effective communication, writing and planning skills. Prior experience with establishing reference documents/materials is an asset as well as basic knowledge/experience in project management. Experience with Ellucian’s Banner (General) and Destiny Solution’s (Destiny One) software system is an asset. Must have excellent spoken and written English and very good French spoken and written.
How to apply:
Please submit your cover letter and curriculum vitae, clearly indicating the reference number, to the School of Continuing Studies at hr.conted [at] mcgill.ca.
The deadline to apply for this position is February 21, 2019 at 5:00 PM.
*Current employees: please indicate your McGill ID number in your application.*
We thank all applicants for their interest in McGill University. However, the School of Continuing Studies will only contact applicants selected for an interview.
McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, Professor Angela Campbell, Associate Provost (Equity and Academic Policies) at angela.campbell [at] mcgill.ca or 514-398-1660.