Systems Support Representative

Date Posted: 11/11/2026
Req ID: 50969
Faculty/Division: School of Graduate Studies
Department: School of Graduate Studies
Campus: St. George (Downtown Toronto)
Position Number: 00058927
Existing Vacancy: Yes

Description:

About us:

The School of Graduate Studies (SGS) promotes University-wide inclusive excellence in graduate education, research and professional training to ensure high standards across the various academic divisions, as well as supporting postdoctoral fellows. SGS defines and administers University-wide regulations for graduate education. We share responsibility for graduate education with graduate units and divisions and operates through a system of collegial governance, consultation, and decanal leadership.

SGS also provides expertise and advice; reviews the design and delivery of programs; develops performance standards; supports access, equitable inclusion, fairness, and ethical conduct in graduate education; organizes services and financial assistance to graduate students; encourages a close and positive relationship between research and graduate instruction and represents the cause of graduate education at the University of Toronto and in the broader academic and general community.

Your opportunity:

Under the general direction of the Associate Director, Systems and Reporting, the Systems Support Representative (SSR) plays an important role in supporting the School of Graduate Studies (SGS) and graduate units by providing frontline technical support and training to staff and faculty using SGS-managed applications and institutional systems such as ROSI (Repository of Student Information), GradApp (Slate), Graduate Portal, and eMarks. This includes troubleshooting issues, guiding users through processes, executing assigned tasks according to an annual production calendar, configuring system features and applications, and promoting best practices to ensure data accuracy and efficiency. The SSR is responsible for managing user access rights for SGS applications and databases, processing requests for graduate record access in ROSI, and maintaining database accuracy by building queries, preparing datasets, and generating reports for operational and decision-making needs.

The role also supports administrative processes by resolving application issues and assisting with system enhancements and configurations. The incumbent will also develop and execute database testing plans, scenarios, and environments to ensure solutions meet business requirements, as well as create and maintain clear support documentation and training materials for stakeholders. The SSR contributes to data integrity, system functionality, and user confidence by delivering responsive and knowledgeable help desk services.

More information about the School of Graduate Studies is at: 

Your responsibilities will include:

• Training end-users on procedures and the use of supported IT systems. Applying established standards when providing access to new users.
• Troubleshooting and resolving technical issues. Configuring system features and applications.
• Executing assigned tasks according to production schedules and project plans.
• Running queries to gather data. Generating reports. Handling sensitive and/or confidential information.
• Planning and implementing components of IT related projects. Maintaining information on digital platforms.
• Performing technical processes that require great precision and attention to many details.
• Serving as a resource on specific issues to a group of specialists. Creating and editing support documentation.
• Analyzing service delivery and/or internal processes and recommending improvements.

Qualifications:

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum four (4) years of related experience in the areas of graduate studies admissions and registration, information technology, SQL reporting, and system configuration/design.

• Experience with Technolutions Slate or similar CRM platforms.
• Strong understanding of relational database systems, preferably with student information systems and University of Toronto platforms such as ROSI (Repository of Student Information), Degree Explorer, eMarks, and other records applications.
• Proficiency in writing SQL queries and generating complex reports for operational and decision-making purposes.
• Working knowledge of the graduate student lifecycle and related business processes. Ability to work effectively with a wide range of academic and administrative staff, as well as applicants and students.
• Ability to provide accurate process guidance, training, and data advice to diverse stakeholders.
• Customer-focused mindset with a proactive approach to resolving issues and improving user experience.
• Proven record of being professional, flexible and creative, with the ability to work independently as well as part of a team, and with the capacity to produce results with minimal direction.
• Strong problem-solving skills, attention to detail, and the ability to communicate technical information effectively to non-technical users.
• Demonstrated ability to work well under pressure and make sound judgements while managing competing priorities and meeting established deadlines.

Assets (Nonessential):

• Experience with data analysis and data modeling.

To be successful in this role you will be:

• Adaptable
• Communicator
• Efficient
• Multi-tasker
• Organized
• Problem solver

Closing Date: 11/24/2026, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
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: Information Technology (IT)
Divisional HR Office Email:

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.