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Systems Support Officer

2 months ago

Montréal, Canada McGill University Full time

Please refer to the

job aid for instructions on how to apply.

Faculty / Unit: School of Continuing Studies

(One year leave replacement)

Position Summary:
The Systems Support Officer (SSO) role is the lead in all the aspects of the Destiny One system full implementation, while ensuring proper integration with current University systems, processes and policies. SSO will be a senior reference and central contact for Destiny One, overseeing business processes as well as continued maintenance and development of complex system variables. The SSO will continue to work with and support all the SCS units, other faculties and systems in the setup and configuration of business processes in Destiny One to improve, simplify and standardize the registration process for non-credit activities for both administrative staff and students or corporate clients.

Primary Responsibilities:

- Manage the configuration, maintenance, upgrade and security of the Destiny One system.
- Responsible for delivering quality solutions that will produce intended project benefits for the administration of courses, student records, accounts, registrations and other management tasks.
- Lead in the organization and streamlining Destiny One related processes and procedures. Act as senior reference and contact person for matters related to usage of Destiny One system and business processes for their area and its integration with other systems.
- Provide senior technical and functional expertise to unit/department members on Destiny One related administrative, financial, human resources needs and academic processes.
- Develop and implement new (internal) policies that support the implementation and functionality of the software.
- Manage Destiny system related relationships between different units and integration related relationships with third party software vendors. Is the direct contact to Destiny One provider and sign-off of functional designs of integrations with third party vendors.
- Coordinate in-depth analysis of system upgrade release notes and functionality testing of each system upgrade. Supports and coordinates the necessary deployment approach with impacted units. Perform complex configuration changes as required to support upgrades.
- Maintain Destiny TEST instance (QA), including scheduling of regular instance updates with production data.
- Liaise and manage relationship with IT department to facilitate integration with Banner, including assisting them with testing system fixes, upgrades, respective customized solutions, and disaster recovery strategies and implementation plans.
- Manipulate technical documents and system payloads and identify software integration related problems and/or performance issues and resolve them.
- Perform analysis and monitor data to ensure that systems are synchronized (Banner, Destiny, D2L) and collaborate with the users as well as IT and other centralized units to ensure data is valid and accurate
- Implement appropriate security through system maintenance and monitoring, and adjustment of systems permissions, troubleshooting, user setup and file backup to ensure operational integrity and minimize down-time.
- For SCS configure and adapt the administration of the system and the required monitoring tools including execution of internal audit of the system transactions.
- Build SOP reports and other documents and communications pertaining to the software.

Oversee creation, updates and maintenance of knowledge base and other training materials and act as Level 3 support to the super users.
- Oversee creation of non-credit activities and programs in Destiny One system and Banner.
- Design, develop and deliver Destiny One workshops to ensure new and current staff is proficient in using the system features and enhancements that accompany each imposed upgrade. Gather and prioritize requests for enhancements coming from the system users.
- Review and evaluate potential additional system modules in response to department/unit business needs and advise on their selection and purchase. Access new Destiny One Features as they become available and propose recommendations to the SCS Community, manage roadmap for their functional area.
- Participate in strategic planning, make recommendations and provide solutions and support during the change implementation and redesign of business processes for SCS as well as for other departments/units using the Destiny One system.
- Develop different strategies for the onboarding of departments/units to the Destiny One platform.
- Plan and organize meetings, make decisions, set action items and ensure follow-up and implementation of agreed decisions.
- Attend management level meetings and represent the unit at related committee(s) and represent McGill at meetings and/or conferences related to Destiny One outside of the university.

Other Qualifying Skills and/or Abilities

Must be a highly focused individual with the ability to work in a fast-paced, changing environment.

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