Learning System User Support

Job Responsibility:

Mission

The Calgary Board of Education (CBE) is the largest school board in western Canada with over 131,000 students and 15,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals.

When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success.

Competition Info

Competition Close Date: Tuesday, March 18 at 11:59 PM

Calendar: 12 Month Calendar

Salary: Staff Association Grade F - $30.01 - $39.38/hour

FTE: 35 hours per week, 1.0 FTE

What does this role look like?

The CBE understands the future of work is flexible. In this role, you are eligible to participate in a flexible work program that allows you to work remotely for up to three days a week. A minimum of two days must be in the office. At certain times, you maybe be required to work in the office more then 2 days per week based on operational requirements.

Additional Information

Candidates should have sound knowledge and provide training and support on applicable business systems.

Position Description

Major Responsibilities:

• Development of operational best practices when there may be multiple methods to perform tasks or requiring a combination of various functions to achieve desired outcomes in supported systems and achieve best results consistently and effectively.
• Performs end-to-end management of issues and fulfills service requests for supported systems. Takes ownership of issues and requests. Sets expectations as appropriate and captures required information. Guides users through needed actions. Identifies, troubleshoots, replicates, and resolves issues or strives to provide workarounds that are wide ranging in complexity, requiring delivery of repeatable and consistent solutions to complex and customized solutions either in-person, by phone, email, or online.
• Adjusts best practice procedures, system configurations, or other means to troubleshoot and solve issues or situations with specific nuances that are not typical and may be highly complex.
• Identifies when further expertise is needed for complex, high-risk, long duration issues or changes or work requiring skills or tools beyond LSUS. Communicates the situation to the team and brings it forward to management to discuss appropriate next steps which may include collaborating with or escalating to internal teams or vendors.
• In addition to supporting staff, may support students and parents directly to resolve technical issues or service requests where schools or technical staff require more application knowledge or during breaks when school staff is not available.
• Provides accurate and timely information, advice, and recommendations to end users or internal teams that reflect current policies, practices, and processes around the use of supported systems. Provides information on school policies and procedures to students and staff regarding all aspects of programs.
• Develops and continually updates end user support materials of varying formats and for multiple audiences to address emerging issues, changes, and frequently asked questions of supported systems and accessible via the web. Collaborate with other internal teams as needed to ensure support material represents current policies, processes, and practices. Utilizes external vendor support materials when appropriate. Ensures support material is clear, concise, and user-friendly in a manner suitable for a broad range of ages, technical abilities, experience, and culturally diverse audiences.
• Develops and continually updates staff training content of varying formats available via the web. Collaborate within the team to ensure the training content represents current best practices and applicable knowledge of the supported system. Ensures training material is clear, concise, and user-friendly in a manner suitable for an audience with a broad range of technical abilities, experience, and delivered in multiple mediums with clarity and professionalism.
• Creates training schedules to meet training needs for supported systems in recognition of the various business cycles to balance capacity and demand.
• Supports the implementation of changes such as upgrades, fixes, enhancements, releases to the existing supported systems. May plan or assist in planning of the changes. May change system configures or permissions as per plan. Creates and implements test cases to cover user and support processes. Tests and troubleshoots to ensure changes work as expected and follow current policies, processes, or practices. Reviews documentation and understands the changes to the system and the impacts to the user, support, and training. Understands the timing of the changes and how that impacts users and may influence support. Engages the vendor as needed. Ensures a common understanding amongst the entire team. Creates or updates user support materials, training content, and releases when appropriate. Prepares and releases communications on the changes.
• Testing of customized solutions from in-house or external of supported systems to verify expected behaviour and updating/creation of related support and training content.
• Participates in the onboarding of new system implementation through feedback, user testing and transition to operations. Reviews internal and vendor documentation. Learns and understands the new system to rapidly achieve competence in its use and support. May be engaged during the design process for user and support feedback. Performs user acceptance testing on configured system. Identifies potential gaps or issues for users or support and provides recommendations for improvement. Creates or updates user support materials, training content, and releases when appropriate. Supports the new system and its end users when the new system becomes fully operational.
• Takes initiative to propose improvements to processes, practices with the system, user support material, or training.
• Accurately updates the Knowledge Base with understandings, team standards and processes, known issues, workarounds, and solutions. Reviews the material often and references the Knowledge Base as needed.
• Understands and handles communication with tact and professionalism with all stakeholders as a representative of CBE.
• Mentors and supports team members to share knowledge and expertise in recognition that it builds towards a better team.
• Understands andable to prioritize work and adjust as an individual or as part of a team to maximize delivery.
• Attends seminars, user groups, and team meetings to learn and share information about the supported systems.
• Performs other related responsibilities as assigned to meet the purpose and accountabilities of the job.

Qualifications:

Education and Experience

• A post-secondary diploma in a technology-related field
• At least 3 years of related experience in providing front-line customer support and training.
• An equivalent combination of directly related education and directly related experience may be considered.
• Proficient in using large enterprise-wide Learning Systems, Learning Resource Systems, or Student Information Systems.

Demonstrated Skills and Competencies

• Experienced in using Microsoft Office 365 suite of products.
• Able to thrive in technical learning environments and learn technical product information quickly and accurately.
• Strong analytical skills.
• Expert in providing user support through various mediums, including face-to-face, group demonstration, email, remote access, voice, and video calls.
• Proven success in providing remote support by using tact and diplomacy, with a strong customer service orientation.
• Excellent time management and organizational skills.
• Able to capture, analyze and convey ideas and technical instruction clearly and concisely in a professional manner (both oral and written).
• Strong interpersonal and listening skills
• Excellent verbal and written communication skills.
• Able to work effectively and collaborate in a team-based environment.
• Able to work independently with minimal supervision.
• Willing to take the initiative to make improvements.
• Personal suitability.

Please Note: It is subject to change, its elements and compensation as its classification is still under review.

Conditions of Employment

Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed.

Be Part of Our Success

Are you looking for an opportunity to join a team where your contribution makes a positive impact on the lives and learning of more than 125,000 CBE students? The Calgary Board of Education is looking for exceptional professionals to join our team. Our employees are highly valued and recognized, a career with the CBE offers incredible opportunities, rewards and supports.

We thank all candidates for their interest in this position however only those selected for an interview will be contacted.