ATS Business Analyst & Exam Officer

Description:

About us:

Learning Space Management (LSM) has a focus on learning space excellence with the mandate of stewardship of the University’s classrooms and testing space, encompassing all aspects including the delivery of academic activities through academic scheduling, classroom design, classroom technology, and accommodated testing. This holistic perspective allows each member of the team to work together, share experiences and better understand how their decisions and deliverables impact other team members and results. In this way, we can leverage opportunities and synergies amongst the team as well as with our broader University partners to better serve instructors and students in support of the University’s teaching mission.

Accommodated Testing Services (ATS) provides a service to the University community by coordinating test and exam accommodations for students with documented disabilities who are registered with Accessibility Services. ATS balances accommodations with academic integrity, ensuring that the University meets its commitment to persons with disabilities while maintaining the integrity of the assessment process - all while providing exceptional service and responding to the changing needs of our community in an exceptionally fast-paced environment. ATS provides this service for every faculty on the St. George Campus, and building supportive, positive relationships with our instructors and campus partners at every level is a huge part of the work that we do.

Your opportunity:

As an ATS Business Analyst & Exam Officer, your primary responsibilities will be supporting the back end, technical, and business analysis needs of the unit, including: Assessing needs and contributing to the development of business systems; Analyzing service delivery and/or internal processes and recommending improvements; Researching and coordinating appropriate adaptive technology needs for students; Implementing online and remote exam accommodations; Tracking, analyzing, and preparing statistics and data; Providing detailed information on data analysis findings to stakeholders; Serving as a resource on technical projects; Coordinating website updates and maintenance,and independently problem-solving within the scope of the role – escalating problems as required with regard to the many exceptions that come up on a daily basis. Your strong technical skills, critical thinking, and creativity will make you a valuable member of the ATS team. Strong communication, collaboration, and customer service skills will also be essential as you support a wide range of both front end and back end activities during peak periods.

Your responsibilities will include:

• Supporting the back-end, technical, and business analysis needs of the unit, under the direction of the Manager, Accommodated Testing Services, and working collaboratively with the ATS Coordinator and ATS Administrators
• Analyzing and documenting business requirements, assessing needs and contributing to the development of business systems; Conducting quality assurance checks to ensure ATS processes and systems meet standards and requirements; Maintaining information on digital platforms
• Analyzing, researching, and implementing adaptive technology solutions for an accommodated exam setting; Analyzing the effectiveness and efficiency of existing systems and developing technical solutions for systems improvements; Implementing plans and process improvements for exam administration activities
• Coordinating appropriate accommodation needs for students; Implementing online and remote exam accommodations
• Frequently responding to complaints and using informal negotiation skills to resolve exam related issues; Resolving issues within the scope of the role and escalating problems as required; Speaking directly with instructors, students, and campus partners – using strong interpersonal skills and good judgement to find mutually-agreeable solutions when challenges arise; Helping to support front-line activity during peak period
• Drafting and editing content for print and/or online communications channels
• Keeping well-informed on policies, procedures, regulations and new technology
• Providing orientation to others on work procedures and practices

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience
• Minimum four (4) years’ relevant experience in a high-volume, detail-oriented, front line service environment
• Experience within an accommodated test and exam service required
• Experience with academic and exam systems, including Quercus, Crowdmark, ProctorU, CIS, and ROSI
• Experience with adaptive technology
• Experience independently problem-solving technical issues and supporting technology needs
• Demonstrated experience in change management, supporting evolution of processes and systems through transitional or unpredictable periods
• Experience providing orientation to others on work procedures and practices
• Knowledge of academic accommodations, and experience working with accommodations and/or accommodated tests and exams
• Advanced proficiency in Microsoft Office – Word, Excel (including macros), PowerPoint, Outlook, mail merges, etc.
• Highly skilled in oral and written communication – persuasive business writing, composing sensitive emails, presenting, drafting mass communications for students and faculty, and highly polished and personable in-person communication
• Exceptional customer service and interpersonal skills, including effective negotiation, de-escalation, and conflict resolution
• Demonstrated ability to build and maintain positive relationships with key constituents, including Accessibility Services, Registrars, Departmental Contacts, Instructors and Students
• Demonstrated ability to work independently and solve problems within the scope of the role and escalate as required

To be successful in this role you will be:

• Communicator
• Cooperative
• Meticulous
• Multi-tasker
• Organized
• Team player

NOTE: This is a term position from November 2, 2026 to April 21, 2028. 

Closing Date: 10/19/2026, 11:59PM ET
Employee Group: USW 
Appointment Type : Budget - Term 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $84,564 with an annual step progression to a maximum of $108,145. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial
Divisional HR Office Email: View email address on jobs.utoronto.ca

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.

Job descriptions are available upon request for internal applicants.