Digital Workplace Specialist

Date Posted: 03/19/2024
Req ID: 36582
Faculty/Division: UofT Scarborough
Department: UTSC:Info & Instructional Tech Services
Campus: University of Toronto Scarborough (UTSC)
Position Number: 00051635

Description:

About us:

The University of Toronto Scarborough is a place of energy, enthusiasm and passion. Our commitment to inclusive excellence attracts the brightest learners, scholars and employees from around the globe. Our success has been made possible by the opportunity given to us by our Indigenous hosts to operate on their territory, and we cherish our continuing partnerships with these communities. The University of Toronto Scarborough is an exciting campus with unlimited potential. Join us on our journey.

Information & Instructional Technology Services (IITS) provides the technological vision and leadership for the development and implementation of information systems, processes, and associated technology to support the University of Toronto Scarborough Campus' academic mission and administrative operation. IITS works closely with faculty, staff, and student groups to provide timely, top-quality service and technological solutions across the University of Toronto Scarborough community. Discover a campus filled with energy, culture and world changing ideas and facilities. A place where diversity fuels innovation.

This search aligns with the University’s commitment to strategically and proactively promote diversity among our community members (Statement on Equity, Diversity & Excellence ). Recognizing that Black, Indigenous, and other Racialized communities have experienced inequities that have developed historically and are ongoing, we strongly welcome and encourage candidates from those communities to apply.

Your opportunity:

Working within IITS Client Services portfolio, the Digital Workplace Specialist (DWS) is an exciting role that will help advance UTSC’s use of modern tools and processes in support of our clients’ needs. DWS will be responsible for supporting a portfolio of tools, products, and services in our digital landscape including but not limited to M365 applications, VoIP telephony and other cloud-based and on premise user tools. DWS will help cultivate and build positive relationships with IITS staff and clients by planning, executing and supporting assigned initiatives for IITS. DWS will also recommend and lead the implementation of digital tools and services, communicating the benefits of University digital tools, facilitate training sessions to the UTSC community, and create technical documentation to assist with transitioning products to IITS operations and revising them regularly.

Your responsibilities will include:

• Responding to service requests in a timely fashion
• Troubleshooting complex computer system problems
• Creating complex and technical documentation and user support guides
• Drafting and editing training content
• Conducting needs assessments to determine end-user technical requirements
• Analyzing the effectiveness and efficiency of existing systems and developing technical solutions for systems improvements
• Analyzing service delivery and/or internal processes and recommending improvements
• Developing project schedules including milestones, critical path, timelines, deliverables and reporting 

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum four years' experience supporting end user computing devices on a variety of platforms (Windows, Mac).
• Minimum four years' experience supporting peripherals, and end-user productivity software both locally installed and in the cloud.
• Expert level knowledge of all aspects that supports the client experience, including end-user device set up and configuration, M365 application suite and various communication and collaboration tools.
• Demonstrated experience to advise clients on the use of technology tools, including M365 applications and VoIP telephony, to improve process efficiency or meet business needs.
• Demonstrated experience in analyzing complex problems and requirements 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.
• 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.
• Applicants are also expected to show evidence of a commitment to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environment.

Assets (Nonessential):

• Experience with Power Apps, Sharepoint or Service Now.
• Process and project management certifications such as ITIL and PMP will be considered an asset
• Familiarity with the University environment, governance, and policies

To be successful in this role you will be:

• Accountable
• Communicator
• Motivated self-learner
• Organized
• Persuasive
• Team player

NOTE:

• A full job description is available upon request from the UTSC HR Office .

Closing Date: 04/10/2024, 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)
Recruiter: Kyla Kara Hewitt

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.