Digital Workplace Specialist

Date Posted: 07/26/2022
Req ID: 24305
Faculty/Division: UofT Mississauga
Department: UTM: Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)
Position Number: 00030700

Description:

About us:

The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs. Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:

I&ITS is a modern service delivery operation, processing tens of thousands of incident, change, and service requests annually, and is the primary support and a vital enabler of the teaching, learning, and research mission at UTM.

Working within I&ITS’ IT Client Services portfolio, the Digital Workplace Specialist is an exciting role that will help deliver outstanding experiences for our clients and directly support their outcomes. You will be responsible for supporting a broad portfolio of tools, products, and services in our digital landscape.

You will help cultivate and build positive relationships with staff and departments by executing and supporting assigned initiatives for I&ITS. You will also facilitate continuous improvement by making data-driven improvement recommendations for products, communicating the benefits of campus digital tools, facilitating training sessions to the UTM community, and creating technical documentation to assist with transitioning products to I&ITS operations and revising them regularly. You will drive complex projects to delivery, moving the needle for our clients’ business outcomes. Applying your excellent technical and problem determination skills, you will serve as a resource for day-to-day operational support of the IT Client Services portfolio and as a technical liaison to other I&ITS groups and the central ITS team.

Your responsibilities will include:

• Responding to service requests in a timely fashion
• Probing for information from end-users to identify problems and establish needs
• Developing project schedules including milestones, critical path, timelines, deliverables and reporting
• Creating complex and technical documentation and user support guides
• Analyzing existing service and process procedures and recommending changes
• Conducting needs assessments to determine end-user technical requirements
• Developing and editing standard operating procedures for IT services
• Training staff on new system features

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum four years of diverse IT experience in a multi-client and multifaceted operational environment.
• Demonstrated experience in analyzing complex problems and producing actionable plans and solutions
• Demonstrated ability to lead project delivery to completion
• Demonstrated experience with conveying complex technical ideas and teaching clients how to use IT systems, including presentation skills with the ability to facilitate staff training sessions, client workshops and meetings
• Demonstrated experience in creating complex technical documentation
• Expert level knowledge of all aspects that supports the client experience, including end-user devices setup and configuration, software like M365 and its associated application suite and enterprise management tools such as SCCM
• Top-tier customer service skills
• Ability to communicate effectively and accurately, both verbally and in writing, especially in conveying complex technical ideas to clients, management, and other IT staff members
• Demonstrated ability to learn on the job, and on own initiative, to keep abreast of rapid changes in a dynamic environment
• Strong time management and organizational skills

Assets (Nonessential):

• Technical certifications related to project management, process improvement, and business analysis (e.g., PMP, ITIL, CBAP, CSPO) will be considered an asset
• Experience with ServiceNow
• Familiarity with the University environment, governance, and policies
• Demonstrated experience working in a structured change environment

To be successful in this role you will be:

• Communicator
• Multi-tasker
• Organized
• Proactive
• Self-directed
• Team player

Closing Date: 08/05/2022, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $71,842 with an annual step progression to a maximum of $91,875. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Valerie Davis

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, person with disabilities, and other equity deserving groups are encourage to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

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All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

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 http://uoft.me/UP.

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.

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