Technician, One Card Office

1 month ago


Kitchener, Canada Conestoga College Full time

**Requisition Details**:

- **Job Title**:Technician, ONE Card Office**:

- **Requisition #**:24-0309**:

- **Campus**: Doon
- **Department**: Ancillary Services
- **Payband**: G
- **Starting Rate**: $32.42
- **Payband Range**: $32.42 - $37.57
- **Hours/Week**: 35
- **Posting Date**: Tuesday, February 20, 2024
- **Closing Date**: Tuesday, March 5, 2024 at 11:59 PM EST
- **Vacancy Type**: Support Staff - Full-time Temporary Appendix D Contract

Support Staff Full-time Appendix D Contract Replacement Position (February 2024 - June 2025)

Reporting to the Manager of Campus Services, the Technician is responsible for assisting with the configuration, maintenance, and support of the ONE Card system and program online and off-campus. The incumbent assists and provides the technical coordination and system use (hardware and software) so that the ONE Card system meets organizational business needs and is operationally excellent.

In addition, this position provides first-line support functions for ONE Card systems and the team, while working closely with system vendors to identify options and improve the efficiency of the operational processes, stability, and reporting functions related to ONE Card.

**Responsibilities**:
**One Card Systems, Supplies & Equipment**
- Ensures carding systems are working to standards and procedures are communicated to students, staff, and departments
- Monitors ONE Card systems by checking multi-integrations of the ONE Card systems and the nightly data feed job log
- Captures and records critical systems incidents, documenting root causes, investigating actions, and implementing resolutions
- Builds assessment tools to support long-term review and maintenance of the ONE Card system and integrations, using standardized system health indicators created by the Manager
- In conjunction with the Manager, supports College departments in reviewing unique requests, preparing recommended solutions or new featured requests from the vendor or user group
- Coordinates troubleshooting with ONE Card system vendors and College departments
- Assists the Manager as project co-lead in ONE Card system upgrades and new installs by identifying potential pitfalls and recommending process improvements
- Works with IT to ensure maintenance/development of Web Tools, such as Purchase Portal, Photo Upload, and Card Suspend
- Performs systems testing, including hands-on testing of functionality which supports business process changes and new initiatives
- Monitors developments within the College and ONE Card industry through NACCU ListServe and communication with colleagues

**ONE Card Services & Operations**
- Supports the onboarding of Full-time, Part-time, and Casual staff by preparing front-line users on how to use the system, such as providing walk-throughs, troubleshooting steps, and system software training
- Participates in user case development and user journey mapping led by the Manager
- Contributes to the review and improvement/refinement of user support resources
- Communicates with on and off-campus vendors and provides support for payment device utilization, errors, reporting, and sales remittance
- Assists in coordinating activities to provide effective and efficient services during the start of term and special events
- With Manager approval, completes purchasing, maintains adequate supplies, and tracks supplies and materials to ensure ONE Card office operates with mínimal disruption
- Installs and maintains ONE Card hardware both on and off campus, acting as the technical point of contact for inquiries and providing technical guidance as appropriate
- Conducts Level 1 hardware triaging on ONE Card equipment and coordinates servicing (repairs, warranty, parts replacement) with vendors
- Efficiently responds to unforeseen concerns to reach resolutions and performs after-hours troubleshooting; Alerts manager to unusual cases, unsatisfied customers, or irregularities
- Assists in promoting services through the ONE Card program, such as Condor cash or the GRT bus pass
- Performs all Point Of Sale (POS) transactions for ONE Card, including refunds and deposits

**Reporting Tasks**
- Prepares regular financial reconciliation and transaction reports for internal and external vendors on a weekly basis
- Develops reports that display data trends (i.e. visualizations/dashboard) and upon review by the Manager, is shared with stakeholders (vendors, College departments)
- Prepares ad-hoc ONE Card reports for Management review
- Develops activity or resource utilization tracking tools
- Works closely with vendors to develop and enhance reports that support ONE Card usage, activity, and loss prevention
- Enhances the internal audit processes, including financial balancing, card issue audits, and
- card activity

**Functional & Technical Support**
- Assesses and analyzes new technology opportunities and emphasizes the benefits and risks of using technology, as well as the risks and pitfalls of not using techno



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