Intermediate Technician, User Engagement

Updated: 3 months ago
Location: Ottawa West, ONTARIO
Job Type: FullTime
Deadline: 10 Dec 2023

Purpose of the position
The person in this position coordinates front-line services offered at the Library by monitoring and providing a service of assistance, information and training to Library users (students, faculty members, researchers and external users) while adhering to a uniform approach that meets the criteria of excellence in customer service. They will contribute to the documentary training of students in order to facilitate and reinforce their optimal use of library resources and to promote the success of their work.

Salary Range: $60,700.00 – $76,672.00.

Responsibilities
-Responsible for files, services or project coordination, as assigned. Establish objectives and priorities for files, the schedule, milestones, resources and budget required to complete recurring and one-time projects. Typical projects include functional supervision of employees and students, coordination of donations, validation of service quality, management of specialized equipment such as 3d printers, chat services, and one-time service improvement projects. Develop planning and data collection tools needed to set up, analyze and evaluate projects. The number of projects assigned will depend on their complexity and the level of involvement required.

– Provide technical expertise by providing users with information on library services and guiding them in their use of the computerized catalog, databases and research guides to foster a better understanding of the Library’s resources. Work closely with librarians to transfer requests within their areas of responsibility. Handle customers in a professional manner. Provide IT support to Library customers (Library account, Wifi, etc.) in collaboration with the University’s IT department. Respond to inquiries related to University Faculties and Services in order to provide an efficient liaison service.
-Act as an expert on systems and software related to collection access, such as the integrated library system, point-of-sale terminals, self-borrowing devices, and the interlibrary loan system, to assist users with problems. Explain to users the status of their files and provide information on circulation policies and procedures.
– Organize and deliver orientation sessions and workshops to raise awareness of specialized resources (e.g. Chercher+), tools (e.g. Mendeley), Library services and policies.
-Act as the person responsible for the working environment and well-being of Library users. Notify responsible sectors of problems, breakdowns or defects. Establish and maintain close links with the Protection Department and the Housekeeping team to ensure a safe and pleasant working and study environment for all. Provide a liaison and troubleshooting service for printing, photocopying and scanning problems.
6. Organize and participate in the development and implementation of initiatives to enhance the student experience. Get involved and support special Library projects and activities, such as back-to-school open houses, to promote and inform users of the Library’s collections and services. Contribute their expertise to projects other than those for which they are responsible.

What you will bring:
– Post-secondary education in a relevant field or equivalent professional experience.
– At least 3 years experience in customer service.
– At least one year’s experience in file coordination.
– Knowledge of university libraries and the bibliographic elements required for document retrieval.
– Knowledge or experience in managing an integrated library system.
– Knowledge of computer systems and software, including word processing, spreadsheets, databases, presentation software, e-mail and the Internet.
– Ability to manipulate and interpret computer data; to calculate, verify and record data accurately and precisely.
– Ability to present to groups in French and English.
– Interpersonal and communication skills with a variety of clientele (students, professors, administrative staff, management, community members), both orally and in writing.
– Analytical skills to identify customer needs, sources of problems and suggested solutions.
– Ability to work on several files simultaneously.
– Ability to work as part of a team.
– Bilingualism – French and English (oral and written) – Front-line position.
The incumbent may be required to work evenings and weekends, as well as have his/her schedule modified to meet the needs of the department.

# of Open Positions:1
Faculty/Service – Department: On-Site Team
Campus: Morisset Hall
Union Affiliation: SSUO
Date Posted: November 27, 2023
Closing Date: December 11, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

Hours per week:35
Salary Grade:SSUO Grade 08
Salary Range: $60,700.00 – $76,672.00

The schedule for this position is as follows:

Sunday: 09:45 a.m. to 6p.m.

Monday: 2:30p.m. to 10:30 p.m.

Tuesday: 2:30p.m. to 10:30 p.m.

Wednesday: 2:30p.m. to 10:30 p.m.

Thursday: 2:30p.m. to 10:30 p.m.

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.



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