Technology Support Specialist (Applications Systems Support)

Classification & Regular Hours

Hours per Week: 35

Salary Grade 13: $61,250 - $72,020, commensurate with experience.

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

About Us

The Schulich School of Medicine & Dentistry provides outstanding education within a research-intensive, distributed learning environment where tomorrow's physicians, dentists and health researchers and other scholars learn to be socially responsible leaders in the advancement of human health. The Schulich School of Medicine & Dentistry is the largest Faculty on the Western University campus and employs over 1,800 part time and full time faculty and over 1,500 staff.

Information Services (IS) provides high quality Information Technology and Management services to the School of Medicine & Dentistry in support of the School's mission.

Responsibilities

The Technology Support Specialist (Applications Systems Support) will provide support for enterprise level software application systems within the Schulich School of Medicine and Dentistry, including internally developed applications, and will provide secondary support for third party solutions as assigned by the Development Services Team Leader. The role will be responsible for defining and documenting business requirements for the development team, quality assurance testing/implementation services, and maintaining application processes that address the School's strategic needs. The Technology Support Specialist will be required to have familiarity with the business processes of all facets of the school including Admissions, Undergraduate Medical Education (UME), Undergraduate Dental Education (UDE), Post Graduate Medical Education (PGME), Graduate Studies, Medical Affairs and HR/Finance. The role will work with stakeholders, to ensure that systems are set up and used optimally. meeting the needs of the School and those it serves. Through an understanding of relevant processes and people, the Technology Support Specialist ensures the optimal use of the systems and coordinates and/or directly provides application system technical support, and end-user documentation.

Qualifications

Education:

• 3 year college diploma in Information Technology or Business Administration or a related field
• University degree in Computer Science or Business Administration preferred

Experience:

• 3 years' experience providing customer support and business analysis on software related application systems in an academic institution
• Experience with systems and business process analysis preferred

Knowledge, Skills & Abilities:

• Knowledge of the Schulich School of Medicine and Dentistry, specifically all education related processing (Admissions, Undergraduate, Post-graduate) as well as Medical Sciences and Medical Affairs preferred
• Familiarity with application systems development practices and project implementation preferred
• Knowledge of system and software quality assurance best practices and methodologies and of process management methodologies
• Excellent analytical and problem solving skills
• Strong customer service skills with the ability to handle inquiries and resolve issues in a professional and timely manner
• Project management skills, with the ability to meet tight deadlines and perform well under pressure
• Ability to follow project management best practices as defined by the unit 
• Innovative and flexible critical thinking skills to adjust to and implement new processes or technology to the University s advantage
• Ability to work independently and effectively as a member of the team to achieve department goals
• Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines
• Strong attention to detail with an ability to analyze and synthesize sizable amounts of detail/data to help identify and differentiate the symptoms and root causes of defined problems
• Excellent communication skills to effectively interact with technical and non­ technical users
• Self-driven, independent thinker who is highly motivated and possesses an intrinsic passion for quality
•  Ability to successfully manage meetings and prepare small presentations with customers and colleagues
• Proficient in writing clear, concise procedural documentation
• Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
• Establishes a higher standard of performance excellence in key areas of responsibility, thus serving as a model for performance in this role 
• Advanced computer skills in Microsoft Office Suite

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process.  If you require accommodations for interviews or other meetings, please contact Human Resources or phone 519-661-2194.

Please Note:

This position is an existing vacancy. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.


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