Support Services Officer, Custom Training Solutions

2 days ago

Kitchener, Canada Conestoga College Full time
Position Summary

Support Staff Full-time Appendix D Contract Position (February 2025 – April 2026)

Under the direction of the Manager, Custom Training Solutions, the incumbent provides a variety of complex time-sensitive administrative support for Custom Training, online and in-person, at multiple campuses. The incumbent provides high-quality support to internal and external stakeholders (corporate clients, faculty, new Instructors, consortiums, program advisory committees (PACs)) within the context of training and special projects in Conestoga’s Custom Training Solutions department.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department through a hybrid work arrangement with two days on-site at the Cambridge campus (96 Grand Ave.) and three days remote. Travel to various campuses on occasions related to training deliveries is also required and hours of work may require some evenings and weekends.

Responsibilities

  • Provides client management for corporate clients, and instructional support for prospective/current students and faculty on internal academic processes, requirements, services, and associated learning tools (e.g., MS Teams and eConestoga)
  • Acts as a first line of support for students and faculty responding to inquiries from status of marks to eligibility for courses and/or programs
  • Communicates with faculty/students on schedule changes/logistics as necessary and monitors contracts, outstanding invoices and other documentation
  • Uses the student information system (SIS) to upload program cohorts, block style course delivery sections as required
  • Responds to employer/student enquiries including concerns and program/course delivery statuses
  • Coordinates training start-up and organizes logistical support for program, course and workshop delivery ensuring delivery schedules meet client, faculty and student needs
  • Contacts potential faculty members to coordinate interview schedules for recruitment and hiring
  • Creates faculty academic contracts and assigns faculty to courses
  • Coordinates teaching offers, creates teaching assignment (academic) contracts, and confirms acceptance with faculty
  • Facilitates orientation sessions for new faculty
  • Provides support to Manager in the development, planning, analysis and verification of program and administrative budgets for cost centres preparing accurate annual and biannual budget reports for actual and projected costs/revenue using PA1 and Excel
  • Provides complex data reporting and administrative support to the Custom Solutions team
  • Prepares letters, financial and narrative reports, record keeping, presentations and complex spreadsheets
  • Sources and compiles information from SIS, other institutions, and professional associations to compose student education completion plans when program designs change
  • Provides internet research on competition, regional and global trends providing data in a clear, concise manner to support new program development
  • Compiles new program activation summary documentation to ensure new programming has a digital presence in a timely, complete manner
  • Orders instructional supplies, maintains inventory and schedules service orders

Qualifications

  • Two-year diploma in Office Administration, Business, Adult Education, Human Resources, Social Sciences or related program is required
  • Minimum of three years practical experience in a fast-paced revenue-generating department is required; experience within an educational organization is preferred
  • Experience with learning platforms (e.g. D2L) is considered an asset
  • Experience with independent problem-solving, interpersonal and administrative skills and liaising with internal and external contacts
  • Ability to communicate effectively and respond with tact and diplomacy to corporate clients, faculty, support staff and other external stakeholders
  • High level of computer literacy and experience with databases, web-based systems – e.g. SharePoint, Zoom, Teams, , social media applications and MS Office Suite
  • Knowledge of Conestoga, consortiums and professional association programs
  • High level of accuracy and attention to detail
  • Ability to work independently using initiative to organize workload, meet multiple and simultaneous deadlines, and deal with changing priorities
  • Ability to gather and compile data, track trends, research and prepare a wide variety of reports and documents
  • Solve routine and non-routine problems on a daily basis including dealing with difficult and demanding individuals
  • Strong understanding of the need to maintain confidentiality and remain professional

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