Service Delivery Specialist

Date Posted: 12/12/2024
Req ID: 40223
Faculty/Division: OISE
Department: Education Commons
Campus: St. George (Downtown Toronto)
Position Number: 00038995
About us:
OISE is recognized as a global leader in graduate programs in teaching and learning, continuing teacher education, and education research. As one of the largest and most research-intensive faculties of education in North America, OISE is an integral part of the University of Toronto - Canada's most dynamic and comprehensive institution of higher learning.
OISE is committed to enhancing the social, economic, political and cultural well-being of individuals and communities locally, nationally and globally through leadership in teaching, research and advocacy. A unique place to work, learn and grow, OISE addresses current and emerging challenges with the scale, academic excellence and collaborative energy that few institutions in the world can claim.
The Education Commons will provide, in collaboration with major research and development initiatives where appropriate, the iterative design, implementation and evaluation of technological environments and information space in which the academic and research programs of OISE are carried out.
Your opportunity:
Working under the direction of the Associate Director, Client Services and Business Management, and as part of the Service Delivery workgroup within Education Commons, the Service Delivery Specialist plays a key role in addressing end-user queries and technical issues by probing for information to identify problems and establish end-user needs. The Service Delivery workgroup are the focal contact point at Education Commons for incoming questions from the OISE community and serve as experts on supported IT services, hybrid working technology, support of AV technology, event technology setup and support as well as tools and applications. The incumbent will bring a highly developed commitment to customer service, and ensure timely response and resolution to client requests. This work will include occasional evening or weekend work to support events.
This role finds solutions and provides consultative advice on options, risk and impacts on business processes and technical architecture, and ensuring standard operating procedures are being developed and maintained. Planning and implementing components of IT related projects. The Service Delivery Specialist ensures a positive client experience and endeavours to provide an enhanced community experience with Education Commons. The incumbent will keep well-informed on current technologies, best practices and industry standards. Training end-users on procedures and the use of supported IT systems. Collaborating on cost estimates. Scheduling and assigning work to a small group in a limited area. Educating end-users on institutional best practices, policies and guidelines.
Your responsibilities will include: Analyzing service delivery and/or internal processes and recommending improvementsResponding to end-user service requestsLiaising with technical specialists to resolve end-user issuesResponding to service requests in a timely fashionTroubleshoot technical issues and provide technical solutions to problemsApplying established standards when providing access to new usersTracking and reporting on service metrics to inform continuous service improvementsTraining end-users on procedures and the use of supported IT systemsEssential Qualifications: Bachelor's Degree in Computer Science, Computer Engineering or related discipline, or acceptable combination of equivalent experience.Minimum four years experience supporting complex systems in large user communities, including experience working with ITIL best practices to service delivery.In depth knowledge in deployment and support of a wide range of computer software and hardware including Mac and PC hardware and associated peripheral devices.Demonstrated experience with implementing service improvements based on KPIs and metrics using industry standard ITSM tools (e.g., ServiceNow, Cherwell, SysAid).Demonstrated ability to build and maintain close working relationships with all levels of staff and internal and external stakeholders.Demonstrated experience using industry endpoint management tools such as Kace, SCCM, Active Directory/Group Policy, and MDM solutions to deploy and manage endpoint devices and applications. Knowledge and experience with endpoint protection platforms.Demonstrated experience with scripting/programming in a systems management and software deployment/maintenance automation context (e.g., Kace). Demonstrated ability to automate and streamline management and maintenance tasks and processes.Demonstrated experience troubleshooting PC and Apple hardware and software for repair and warranty claims purposes.Demonstrated extensive experience writing and disseminating technical or procedural specifications and client facing documentation; skilled at developing key messaging and talking points.Effective and strong written and verbal communication skills, comfortable documenting and speaking to system features, technical changes, etc.Strong analytical and problem-solving skills, a demonstrated ability to continually learn on-the-job, and on own initiative, to keep abreast of rapid changes in a highly dynamic environment.Advanced skills in MacOS, MS Windows operating systems; iOS and Android mobile Devices.Strong commitment to high quality customer service and service delivery.Excellent interpersonal skills. Ability to communicate effectively with technical and non-technical clients and to build and foster a relationship with a variety of diverse stakeholders.Strong time management and organizational skills to permit simultaneous action on many tasks, many of which will demand timely completion.Ability to develop communications strategies, including developing communication and outreach materials.Ability to exercise good judgment, discretion, and tact remaining calm under pressure.Assets (Nonessential): ITIL foundations level (or higher) certification.Familiarity with the University environment, governance, and policies.Previous experience working in an academic environment is an asset.To be successful in this role you will be: Motivated self-learnerMulti-taskerResourcefulTeam playerClosing Date: 01/05/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $79,874. with an annual step progression to a maximum of $102,147. 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: Jennifer Tucker
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.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Diversity Statement:The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.
Accessibility Statement:The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission. The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

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