Application Specialist

Date Posted: 06/14/2024
Req ID: 37943
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto) : About us: The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 850 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, fulfill their passions, and live their best lives. Courses are delivered by our team of 800 + instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning. Complementing our academic offerings are our English Language Program and Comparative Education Service for learners seeking to have international credentials assessed in Canada. Your opportunity: The Information Technology Services team collectively maintains systems that are essential to the success of the School of Continuing Studies. Reporting to the Director, Information Technology Services, under the general direction of the Lead, Client Services, the Application Specialist works collaboratively with vendors, end-users, other IT professionals, and staff to ensure that applications are working properly and meeting their needs. This position also provides support to technical and non-technical users regarding aspects of specific systems as well as perform software maintenance/ upgrades, and participate in projects. This role is currently eligible for a hybrid work arrangement, pursuant to University polices and guidelines, including but not limited to the  University of Toronto’s Alternative Work Arrangements Guideline . Your responsibilities will include:

• Troubleshooting complex computer system problems
• Probing for information from end-users to identify problems and establish needs
• Evaluating new technologies or new and modified businesses processes to determine enhancement requirements
• Providing technical support for unexpected problems in locally maintained applications
• Training staff on new system features
• Researching, analyzing and recommending potential changes to system features
• Planning and implementing components of IT related projects
• Analyzing and monitoring vendor service and performance
  

Essential Qualifications:

• Bachelor’s Degree in Computer Science, Engineering, or related field, or acceptable combination of equivalent education and experience.
• Minimum of 4 years of progressive experience supporting essential business systems such as Destiny One, Zendesk, Dynamics 365, Canvas, SharePoint etc., preferably in a higher education environment.
• Experience working with Microsoft Intune managed infrastructure or similar system in deploying operating systems, software applications and software updates.
• Experience troubleshooting issues and ensuring security compliance.
• Experience planning and implementing components of IT projects.
• Experience multitasking and managing concurrent operational responsibilities and project assignments.
• Good communication, presentation, and training skills.
• Experience conducting 1:1, small group and larger group training sessions for users at varying levels of experience.
• Demonstrated ability to apply logical thinking to information gathering, analyzing data for root cause determination, brainstorming resolutions options with identified risks, and the ability to formulate plans, communicate, and execute agreed-upon action.
• Excellent at building positive rapport with team members, as well as, users and other stakeholders.
• Demonstrated high-level of initiative and ability work independently and within a team environment.
• Ability to work under time constraints and adapt quickly to change.

Assets (Nonessential):

• Experience with student information systems; Destiny One preferred.
• Experience with customer relationship management (CRM) software and ticketing systems; Zendesk or Dynamics 365 preferred.
• Experience with learning management systems; Canvas preferred.
• Experience in a fast paced, highly interactive customer service related field.
• Experience with information security and privacy.
• Experience evaluating and implementing automated solutions for improved productivity and efficiency.
• Knowledge of, and/or experience with PowerShell.

To be successful in this role you will be:

• Accountable
• Achievement oriented
• Communicator
• Meticulous
• Problem solver
• Resourceful
• Responsible
• Tactful

Closing Date: 06/24/2024, 11:59PM ET
Employee Group: USW 
Appointment Type : Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $78,308 with an annual step progression to a maximum of $100,144. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.  
Job Category: Information Technology (IT) Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission. As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require any accommodations at any point during the application and hiring process, please contact uoft.careers @ utoronto.ca . Job Segment: CRM, Technical Support, Computer Science, Information Security, Relationship Manager, Technology, Customer Service USW Staff Appointed Opportunities, Staff Opportunities, All Opportunities