Support Services Officer, School of Business (Contract) (2 Vacancies)

Position Summary

Two Support Staff Full-time Appendix D Contract Positions (March 2025 – December 2025 and March 2025 – July 2026)

The Support Services Officer (SSO) provides overall administrative and operational support to the School of Business in the delivery of accurate, knowledgeable, and respectful information and services to the program team, faculty, and students in a multi-campus environment. The incumbent oversees and implements key processes and organizes and monitors the completion of School responsibilities. The SSO is the first point of contact for information on academic issues for their portfolio and works closely with the Chair and Program Manager to find solutions and strives for high quality service experiences for students.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with three days on-site at the Doon campus in Kitchener and two days remote.

Responsibilities

• Organizes, monitors, and supports the completion of academic administrative processes, such as course/faculty loadings, contracts, and course outline reviews
• Supports the onboarding of faculty through the onboarding process
• Responds to a variety of inquiries that require knowledge of College policies, procedures, and services, as well as School of Business practices
• Speaks with faculty as required when issues arise and determines escalations or course of action, as appropriate
• Recommends options to help inform the Chair and Program Manager decisions on teaching assignments
• Reviews data to complete complex administrative tasks as required including, but not limited to, document formatting, data manipulation, and analytics
• Utilizes College resources in internal systems to support efficient operations planning, implementation, and metrics
• Identifies, develops, and implements resources to support the student experience at the School of Business in consultation with Leadership
• Supports students regarding course registration, pathway planning, major/stream selection, and program completion
• Reviews and processes Laserfiche forms: Course Change Request, Advanced Standing Application Form, and Campus Change requests
• Builds and delivers pro-active communication tools to address common start-up issues, such as course registration and planning for common course failures
• Assesses student requests, concerns, and/or complaints and facilitates problem-solving using college information systems and resources
• Acts as the contact for programming inquiries and refers to Program Coordinator and/or other departments when appropriate
• Ensures that general advising information to students is correctly updated and disseminated to Student Success, Program Coordinators, and other relevant areas
• Supports program coordinators with student cases when appropriate, program shells, and orientation presentation agendas
• Maps and monitors program designs, including pre and post requisites, delivery mode, scheduled term, campus location, and credit equivalencies to inform stakeholders internally and externally for student advising purposes
• Identifies successes, opportunities, and suggestions for service improvements demonstrating a student-centric approach
• Ensures the safety and security of sensitive student information
• Remains current with College policies, procedures, and practices related to the academic activity cycle, student support services, course and program information, organizational changes, and best practices
• Attends events, prepares, and maintains marketing materials to promote programs, including banners, guidebook, handbooks, videos, etc. and ensures accuracy of publicly available programming information
• Actively participates in, documents, and coordinates formal College quality initiatives and implements follow up activities as required within the scope of this position, including the Annual Program Review (APR) and Major Program Review (MPR) processes
• Prepares transition plans for students during program design changes, in collaboration with appropriate areas, such as Student Success, Co-op and Program Coordinator
• Makes recommendations to be reviewed by management regarding process improvement in the planning, operations, and metrics of School of Business operations and programming
  
  

Qualifications

• Two-year Diploma in Office Administration, Social Science or other Business-related field of study is required
• Minimum three years of practical work experience in a customer-facing role is required; preferably within an educational institution or community services environment
• Ability to work independently and meet deadlines while under pressure
• Excellent interpersonal skills and capability to communicate effectively and respond appropriately to internal and external stakeholders
• Highly organized and flexible to accommodate changing priorities
• Ability to collect, manipulate and analyze information and prepare a variety of reports and documents
  
  

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