Systems and Service Administrator, Professional

5 months ago

Brampton, Canada Algoma University Full time

_Algoma University is committed to undoing systemic and institutional discrimination and being publicly transparent and accountable. Diversity, equity, and inclusion are fundamental to our Special Mission. In keeping with the Seven Grandfather teachings that are the core values that inform our decisions as an institution, we are committed to creating a welcoming, inclusive, respectful, and safe environment where everyone belongs. We live these values through the strength and richness that diversity brings to our workforce and welcome contributors from equity-deserving groups including: Indigenous Peoples, Black and racialized persons, women, Persons with Disabilities, 2 Spirit, Lesbian, Gay, Bisexual, Transgender, and Queer persons._

**Job Title: Systems and Service Administrator, Professional & Continuing Education (PACE)**

Staff Bargaining Unit

**Position Status**:Permanent, Full-time (35 hours/week)

OSSTF

**Department**: Innovation & Technology

**Supervision Received**: Manager, IT Projects & Development

**Supervision Exercised**: Student Assistants

**Location**:Greater Toronto Area, ON

**Number of Positions**:1

**PRIMARY FUNCTIONS**:
A. Systems and Service Administration 40%

B. Training and Development 30%

C. Administration 20%

D. Other Duties 10%

**TOTAL 100%**

**RESPONSIBILITIES**:
**Systems and Service Administration (40%)**
- Manage, maintain, and troubleshoot PACE software systems, ensuring their optimal performance, availability, and security.
- Monitor system performance and respond to issues proactively, ensuring mínimal downtime.
- Collaborate with cross-functional teams to implement and support software solutions aligned with Algoma University’s needs.
- Develop and maintain documentation related to system configurations, processes, and procedures.
- Ensure regular system backups and implement recovery strategies to safeguard against data loss.
- In coordination with the Manager IT Projects and Development, Implement security measures and protocols to protect systems from unauthorized access or breaches.
- Provide technical support and guidance to end-users on software-related issues.
- Stay updated with industry trends, best practices, and emerging technologies in software administration
- Stay updated with industry trends, best practices, and emerging technologies in software administration
- Troubleshoot reported problems, record incidents, document resolutions or escalate as required.
- Create and maintain Faculty, Staff, and Student accounts.
- Assist other Level 2 & 3 IT support personnel with the implementation systems as required.
- Understand and be prepared to provide Tier I, II, and III support for all systems in a swarming environment.
- Prioritize, assign, and coordinate tasks to Service Desk Specialists.
- In coordination with Application Support Specialists, provide technical support for Learning Management Systems (LMS) as required.

**Training & Development (30%)**
- Perform research and document solutions identifying root causes for system issues.
- Create a document library with associated training courses and materials.
- Perform necessary research, and advise/decide on the proper upgrades/patches/etc. for systems.
- Identify, review, and influence new and evolving design, architecture, and standards.
- Work with vendors to resolve system issues; research and test possible solutions and implement solutions.
- Analyze issues in systems research, test possible solutions, and implement solutions.
- Plan, coordinate, and implement security measures in order to protect data, software, and hardware.
- Recommend changes to the Manager of IT Projects & Development and Manager, IT Security & Networks to improve systems and system configurations, and determine hardware or software requirements related to such changes.
- Perform periodic performance reporting to support capacity planning.
- Gather data pertaining to user needs, and use the information to identify, predict, interpret, and evaluate system requirements.

**Administration (20%)**
- Perform research and document solutions identifying root causes for computing issues.
- Maintain and review system performance records in order to determine the need for repair or replacement.
- Process work orders issued from the Service Desk Management system.
- Provide reports, track inventory, evaluate new technologies, and develop contingency plans in case of system failure.

**Other Duties (10%)**
- Research trends in technology in order to build the campus of the future, as well as incorporate best practices and standards.
- Assist in developing and implementing departmental policies, procedures, and operational plans.
- Work with the Service Desk team to support areas of responsibility and tracking resolutions.
- Assist with the design of backup and disaster recovery strategies on respective systems.
- Design and offer end-user training sessions and workshops.
- Other duties, as assigned.

**WORKING CONDITIONS**:
**Phy

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