Student Experience Analyst

Land Acknowledgement

George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.

George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

At George Brown College, we have established a reputation for equipping our students with the skills, industry experience and credentials to pursue the careers of their choice. As employees, we are committed to creating an enriching learning community for our students, delivering excellence in what we do, holding ourselves accountable for our work and demonstrating diversity and respect for one another.

What responsibilities will you have in this role?

• Being part of a dynamic engaged team and exciting projects.
• Develops and compiles process documentation by creating detailed and overview process maps for the division.
• Gathers and collates data using one of the following methods: design and administering surveys; organizing and facilitating focus groups; one-on-one or group interviews with students or staff as needed.
• Analyzes data to determine student service trends, successful use of Self-service kiosk, and quality of service deliveries and measures using KSIs set out.
• Provides systems support and administration for applications managed by the Contact Centre and Student Service teams.
• Troubleshoots technical support for Contact Centre team relating to the access and functionality of any of our applications: Contact Centre IVR, agent application, CRM, knowledgebase, email management application, chatbot, live chat, TTY, virtual queueing application, appointment booking, self-serve kiosk student interface, and other digital signage used by the department.
• Escalates as necessary to vendors, ITS infrastructure or other support teams.
• Administrator for our Contact Centre SharePoint site and related pages such as Frequently Called Numbers or shared documents by managing permissions and content management.
• Administration of student and internal Contact Centre knowledgebases and provides key stakeholders with necessary permissions.
• Monitors and maintains all aspects of the Knowledgebase system to ensure functionality and performance is optimized.
• Acts as a central resource for departmental and college wide student experience initiatives by interacting with stakeholders, Office of the Registrar Division staff and subject matter experts to understand their problems and needs.
• Other duties as assigned.

What qualifications do you need for this role?

• Three-year diploma or degree or equivalent from a recognized post-secondary institution in Information Systems, Statistics, Computer Sciences, or Business Administration.
• Additional requirements obtained by course(s): Current CompTIA A+ Plus Certification (industry standard exam), MCSA (Office 365), Programming (Java, HTML and CSS), and Adobe Creative Tools.
• Minimum of five years’ experience related to information systems in an analyst position or similar information processing environment. Experience in planning and designing the structure of the Customer Flow Management.
• Experience with technical support in the diagnosis and resolution of all types of recurrent and uncommon problems associated with the Customer Flow Management system, and CRM (Salesforce).
• Technical knowledge to diagnose and resolve end user devices (computers and printers) and standard software issues correctly and quickly.
• Advanced user in Adobe Creative Tools and MS Office.
• Business analysis experience gathering, documenting, and communicating stakeholder requirements to effectively recommend and evaluate solutions and provide quality assurance.
• Strong problem-solving skills in order to anticipate and respond to unexpected delays or situations.
• Excellent time and project management skills; ability to prioritize and delegate tasks.
• Demonstrated commitment in delivering excellent service to others as this is key in supporting the success of our students.
• Strong communication, collaboration, and teamwork skills.
• Effective ability to interact with others and deal with situations in ways that respect diverse backgrounds, experiences, and styles.
• Flexibility in adapting to change and in participating in consultative decision-making processes.

Hours of Work: Monday to Friday 8:30 am – 4:30 pm.
Interview process may consist of a practical skills component.

NOTES:

• If employed currently or previously employed at GBC, please log into Cornerstone with your employee account.
• Please ensure your resume highlights all relevant education, training and experience that are applicable to the minimum qualifications for this role.
• The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews.

Closing: April 7, 2023

George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). The Human Resources representative responsible for the recruitment for this position will work with applicants requesting accommodation at any stage of the hiring process. Candidates who require accommodation in the interview process may contact talentacquisition@georgebrown.ca and all information received will be addressed confidentially.

As a unionized workplace, we support our internal employees by providing first consideration to qualified applications as set out in the Collective Agreement.

For information on George Brown College, please visit our website at www.georgebrown.ca.