Job Description

Position Overview

Student and Enrolment Services is currently seeking a Full-time Regular Specialist, Technology & Training.

Reporting to the Assistant Registrar, Enrolment Services taking direction from the Manager, Operations. The primary purpose of this position is for the Specialist to apply advanced knowledge of University policies, procedures, calendar regulations, systems, technologies and PeopleSoft modules to support and enhance the student experience at Enrolment Services. This role serves as a primary line of escalation, coaching and mentoring for other members of the Enrolment Services advising team. The Specialist triages inquiries from external student services departments in order to ensure collaboration and resolution on issues related to: registration, fees, student loans, awards, exams, transcripts and convocation while upholding the integrity of service and policies.

The Specialist coordinates technology, student information systems, day-to-day operations and workflows for the unit. They will be the primary point of escalation for team members and will provide coaching and mentoring as required. Creation of reports, compilation and delivery of statistical data and metrics to support service standards and operational planning is an essential component of this role.

This position requires knowledge about the student lifecycle, the ability to follow policy and processes and to continuously engage in learning most recent information that will impact the student and their needs. A thorough knowledge of the University\'s services, structure, and campus resources are also required. The Specialist works independently and requires little to no formal supervision on a day to day basis and will take appropriate action by demonstrating critical thinking and ability to make discretionary decisions, as well as coach team members on the same, when warranted, with confidence. The Specialist is expected to exercise considerable judgment and decision-making around interpretation of policy, processes and applications as well as systems and technology tickets and enhancements. This will directly impact the student experience and the reputation of Enrolment Services and the University of Calgary.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

• Operations, forecasting & statistical analysis
• Statistical reporting on Enrolment Services operations.
• Create, schedule and run service data reports, and compile daily, monthly and annual service data to inform operational planning and service delivery models throughout the cycle.
• Oversee the collection of statistical data from CRM technologies.
• Advising, high-level troubleshooting & investigation.
• Utilize the university calendar to advise students on policies and regulations related to: admission and enrolment requirements, fee schedule and payments, financial aid, student loans and awards.
• Responsible for independent oversight of escalated inquiries through various Enrolment Services advising media (phone, email, in-person, etc.).
• Subject matter expert in PeopleSoft configuration, dynamic dating and system behavior as it relates to daily operational needs in registration, fees, financial aid, awards, convocation and student records.
• Works collaboratively with other units to investigate student files in a timely manner.
• Business solutions & processes.
• Contribute to an enhanced student experience through ongoing system, process and workflow enhancement and development.
• Lead for analyzing and forecasting business needs related to systems and processes.
• Facilitate meetings/interviews to gather functional and non-functional requirements from stakeholders.
• Serve as the Enrolment Services liaison for any system/technology related inquiries, including those pertaining to the call centre and in-person queuing systems.
• Identify and track tickets (CMs) identifying system issues that require fixing.
• Make recommendations for desired outcomes to the Assistant Registrar, collaborate with Business Analysts, IT and systems to test solutions and implement changes.
• Triage, track and resolve systems-related inquiries through ESTL (an internal e-mail account for escalated issues) and other internal referral media.
• Training & documentation.
• Development, maintenance, enhancement and implementation of innovative training programs and resources.
• Delivery of formal training material.
• Development and delivery of training/workshops/information sessions to broader campus community.
• Works collaboratively with departments within SES and across campus for integrated training and cross-training purposes.

Qualifications / Requirements:

• A minimum of a bachelor\'s degree in a related field is required. A graduate degree would be considered an asset.
• 5-7 years directly related post-secondary experience with a minimum of 1 year experience in a registrar\'s office is required.
• Comprehensive knowledge and understanding working with Peoplesoft (student administration); Banner or similar student administration systems is required.
• Minimum 1 year working in a role responsible for system set up, administration, documentation, and training is required. Understanding of key system behaviors such as pre-enrolment engine, course registration, etc. would be considered an asset.
• Experience utilizing call centre and CRM technology is required.
• Demonstrated experience working in an environment with peak periods and a high volume of inquiries.
• Comprehensive knowledge of university policies, procedures, degree programs, structure, and services.
• Proven ability to review, recommend and implement changes to workflow, procedures and schedules independently.
• Good understanding of student development theory and awareness of advising pedagogy as well as student life cycle understanding.
• Proven ability to adopt a leadership role within a team and ability to take initiative and follow through on tasks and accountabilities.
• Demonstrated success at assessing staff training need, development and delivery of training programs.
• Independent critical thinker with the ability to troubleshoot and problem solve independently.
• Personal coping strategies, including the ability to manage stress levels that are moderate to high based on volume and demand.
• Proficiency using Microsoft Office applications (Word, Excel, PowerPoint, Outlook), internet browsers and web-based portals. Ability to readily learn and adapt to new technologies is required.

Application Deadline: June 29,2023

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 3.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our . For more information visit

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About the University of Calgary

The University of Calgary is Canada\'s leading next-generation university - a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation\'s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada\'s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit .

The University of Calgary has launched an institution-wide in line with the foundational goals of , committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the ( ) and requests for accommodations can be sent to Human Resources ( ).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities , and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.

University of Calgary