Academic Technical Liaison

Position Job Title: Academic Technical Liaison

Location: Vancouver, BC (Hybrid)

Reports To: Manager, Academic Operations & Support Services

About University Canada West

University Canada West (UCW) is a business and technology oriented, teaching intensive university.

UCW offers undergraduate and graduate degrees (Associate of Arts, Bachelor of Commerce, Bachelor of Arts in Business Communication, and Master of Business Administration), both online and on campus. The university also offers the University Access Program (UAP) for students needing to upgrade their English and the MBA Foundation (MBAF) program for students who need more preparation before entering the MBA program.

The University is currently growing with all programs increasing in size and with plans to develop additional programs in the business and technology areas. The academic year has four intakes: in January, April, July, and October (each term is 12 weeks in length).

Primary Purpose

The primary purpose of the Academic Technical Liaison position is to provide quality technical systems support for academic and educational software and environments, the Learning Management System, classroom technologies and related accounts.

General Description

Under UCW’s organizational structure, the Academic Technical Liaison provides technical support to Academic Department staff, faculty, instructors, and Department Chairs and works closely with the Academic Department, IT, and the Registrar’s Office.

This position is integral to the delivery of quality technical support services to faculty and academic staff across all University programs in Vancouver.

Hours of work are variable, and the position is hybrid (campus and remote).

Specific Responsibilities

The Academic Technical Liaison will at various times, be responsible for the following as well as other related duties as assigned to support UCW’s business objectives, mission and purpose:

- Collaborate regularly between the Academic Department and IT Specialists / Technicians.
- Consult with all departmental stakeholders for projects, from design through development and implementation.
- Manage technical projects from planning and implementation, through to support, maintenance, and evaluation.
- Participate in project planning processes, proposals, establishing timelines and milestones
- Regularly review projects, processes, practices, and resources for areas of continuous improvement
- Contribute creative technical solutions for improved efficiencies especially in cross department processes and practices.
- Gather and document technical requirements and specifications to recommend and develop solutions for technical needs throughout Academics.
- Assist with producing resources (manuals, tutorials etc.) available in the LMS
- Write detailed (technical and end user) communications and documentation.
- Facilitate and or participate in end user training.
- Provide technical support to faculty, instructors, and department staff when required.
- Provide direction and advice about classroom technologies and tech-enabled learning tools as needed.
- Other duties as assigned.

Position Requirements

To be successful in the Academic Technical Liaison position, an individual must be committed to developing, maintaining, and demonstrating the following:
Competencies:

- Demonstrated ability to set-up Microsoft 365 software/tools (e.g., Teams, Flow, Power Automate) in an effective and efficient manner
- Ability to handle confidential and sensitive information in a professional manner
- Excellent oral and written communication (including technical writing) skills
- Excellent customer service and interpersonal skills
- Demonstrated ability to translate highly technical information into easily understandable information
- Ability to exercise mature judgment, diplomacy, and discretion
- Ability to interpret and comply with UCW policies, procedures, and regulations
- Excellent critical, creative, and conceptual thinking skills
- Excellent project management, analytical reasoning, problem solving, time management, and organizational skills
- Excellent understanding of learning management and student information systems
- Ability to complete work in a timely manner, with accuracy and attention to detail
- Demonstrated ability to work independently and collaboratively
- Ability to work under pressure and maintain a calm focus during high-volume periods

Education and Experience:

- Bachelor’s degree in Computer Science or other related degree (or relevant combination of education and experience)
- 3+ years of experience in similar position
- Demonstrated experience in setting up Microsoft 365 software (including but not limited to Microsoft Teams, Excel, Microsoft Flow, and Power Automate)
- Experience in a post-secondary education setting preferred