IT Administration Officer

4 months ago

Toronto, Canada International Business University Full time

**Position Title**: IT Administration Officer (Permanent Part-Time)

**Reports to**: Director, IT

**Hourly Rate**: $25 - $28/hour (up to 30 hours per week)

**About IBU**

International Business University (IBU) is a new and unique teaching-focused university specializing in business education that is looking for highly talented, motivated, and qualified faculty and professionals ready for the next level of challenge in their careers.

**Position Summary**

The IT Administration Officer will play a pivotal role within International Business University and is responsible for overseeing various aspects of IT administration to support the efficient functioning of our Information Technology department. Reporting to the Director of Information Technology, this role encompasses IT training coordination, fixed assets management, service management, and project coordination. Additionally, the incumbent must exhibit a high level of commitment to excellence and integrity in serving all key stakeholders.

**Key Responsibilities**

**IT Training Coordination**:

- Define and maintain the IT systems catalogue for IBU to ensure clarity and accessibility of IT resources.
- Conduct thorough research to develop comprehensive IT training programs, both online and onsite, catering to the diverse needs of staff, faculty, and students.
- Ensure the continuous update of IT user guides and documentation, facilitating ease of access to information.
- Organize monthly training programs for staff, faculty, and students to empower users with the necessary skills and knowledge.
- Provide IT onboarding training and necessary materials.
- Proactively engage with end-users through surveys to gather feedback.

**IT Fixed Assets Management**:

- Regularly update the inventory of IT fixed assets, software licenses, and services in coordination with the finance team to maintain accuracy.
- Generate regular reports for IT P&L, providing insights into asset utilization and expenditure.
- Establish and nurture trusted relationships with IT suppliers and partners to ensure reliable procurement and support services.

**IT Service Management**:

- Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the IBU IT Helpdesk, ensuring prompt and efficient resolution of IT issues.
- Collaborate closely with HR to streamline the onboarding and off-boarding process, ensuring seamless access to IT services for all employees.
- Enhance student experiences with the helpdesk process through proactive communication, effective outage management, and streamlined change management processes (notification, outage, new release, change management, and more).
- Implement workflows, automation, and survey processes using JIRA to optimize IT service delivery and user satisfaction.
- Generate weekly reports to track helpdesk performance and identify areas for improvement.
- Monitor onsite support staff to prevent service delivery delays.
- Oversee the development and management of the IT knowledge base site, empowering users with self-service support resources.

**IT Project Coordination**:

- Seek assistance to develop MS Project Charts for each project, ensuring clear communication of project timelines and milestones.
- Maintain up-to-date project progress reports, fostering transparent communication with key stakeholders.
- Cultivate trusted partnerships with key stakeholders to facilitate successful project outcomes.
- Participate actively in project User Acceptance Testing (UAT), Quality Assurance (QA), and end-user training, ensuring smooth project delivery and user adoption.

**Required Qualifications**:

- Bachelor's degree in Information Technology, Computer Science, or related field.
- Proven experience in IT administration, preferably in an educational or corporate setting.
- Proficiency in project management tools such as MS Project and JIRA.
- Ability to work effectively both independently and as part of a team.
- Strong verbal and written communication to obtain and relay information accurately with a strong attention to detail.
- Excellent planning, organizational and time management skills to cope with conflicting deadlines, multiple tasks, projects and events occurring within short and overlapping time periods.
- Good judgement and to maintain confidentiality.
- Demonstrates initiative and flexibility.
- Able to communicate effectively with a diverse university student population, staff members, faculty, and other stakeholders.
- Working effectively and accurately under pressure of high volume and frequent interruptions.
- Demonstrated record of professionalism, good attendance, punctuality, and reliability.

**Job Types**: Part-time, Permanent

**Salary**: $25.00-$28.00 per hour

Ability to commute/relocate:

- Toronto, ON M5S 2V1: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (required)

**Experience**:

- IT administration: 2 years (required)
- JIRA: 2 years (req

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