Student Service Specialist

Competition 2274

This position is a part of the Non-Academic Staff Association (NASA).

This competition will be used to fill two positions.

The positions have end dates of August 15, 2026 and January 25, 2027, and each offers a comprehensive benefits package.

Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at North Campus, Edmonton.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Student Service Centre (SSC)

The Student Service Centre (SSC) provides a centralized point of student support, navigation and referral services to students in all university faculties and programs and at all levels of study. The SSC offers student support equitably and holistically that promotes a positive and transformational student experience.

Position

Reporting to the Manager of Service Improvement, the Student Service Specialist strives to ensure operational excellence in a fast-paced, demanding environment. Specialists are responsible for growing and stewarding a cohesive body of knowledge that supports the work of the SSC and its stakeholders.

The successful candidate will provide dedicated support to a group of academic units, working as a collaborative liaison with trusted campus stakeholders (college managers, faculty leads and centres of expertise), supporting nuanced escalations to academic leaders for awareness and resolution. Specialists also assist in the coordination of SSC operations and activities, providing expert policy and business process support to staff. Student Service Specialists are highly involved in the development and implementation of a robust training framework and are seen as knowledge experts both inside and outside of the SSC.

Through this role, you will have the opportunity to join a team of professional, caring and supportive colleagues. Student Service Specialists work proactively to resolve issues and continually improve processes within the SSC and the broader campus community. The Student Service Centre works collaboratively with campus stakeholders as we aspire to work together to champion Access, Community and Belonging authentically.

Duties

• Identifies gaps in performance or required changes in policy/procedure and works with SSC Team Leads and Manager, Service Improvement to determine and document where improvement and additional training may be required.
• Responsible for initiating, researching, writing and maintaining Knowledge Based Articles.
• Collects data and analyzes to determine underlying trends driving issues and recommends solutions to Manager of Service Improvement.
• Conducts research to expand unit knowledge of internal University systems, programs, policies, procedures, requirements, and options. Ensures that University policy and procedures are efficient and applied consistently and equitably.
• Recommends training for the team; designs and implements training programs for distributed front-desk staff on ticketing and queuing systems. Maintains an extensive library of resource and reference materials and provides expert advice and information to SSC staff.
• Supports and engages with multiple units and levels of campus operations. Work as a liaison with College Managers, faculty leads, centres of excellence, to steward relationships across the institution and bring escalations back to Academic leaders in Faculties and units for awareness and resolution.
• Serves as the resource person to an assigned portfolio of campus units and stakeholders regarding the work/background functions of the SSC. Reviews referrals and escalations and recommends adjustments to Service Delivery model.

Minimum Qualifications

• A post-secondary degree in a related field (e.g., Adult Education, Management, Public Administration, Education, Leadership, Cognitive Psychology, Psychology of Learning) and a minimum of 3–5 years of proven experience in a university student services environment. An equivalent combination of education and experience may be considered.
• Proven ability to build and maintain positive, professional relationships with internal and external clients and stakeholders at all organizational levels.
• Ability to work independently as a trusted team member and positive representative of the Student Service Centre and the University of Alberta.
• Strong analytical and organizational skills, including assessing and escalating problems appropriately.
• Ability to interact knowledgeably, comfortably, and respectfully with individuals from diverse backgrounds, with varying credentials, abilities, and literacy or language levels.
• Excellent verbal, written, and interpersonal communication skills with superior attention to detail and high accuracy. Fluency in French is an asset.
• Exceptional time management skills with demonstrated ability to manage and prioritize multiple tasks and competing deadlines in a fast-paced environment while maintaining accuracy.
• Knowledge of University of Alberta policies, procedures, and services (e.g., Discrimination, Harassment, and Duty to Accommodate Policy; Code of Student Behaviour; Helping Individuals at Risk; FOIP).
• Proficiency in data processing, electronic records management, databases, communication tools, and online learning management systems; intermediate or higher skills in Microsoft Office Suite and Google applications.
• Experience with PeopleSoft Student Administration (Campus Solutions) is preferred.
• Commitment to supporting the University of Alberta’s mandate, strategic initiatives, and operational plans to advance diversity, equity, accessibility, and inclusion within the university community.

Preferred Qualifications

• Ability to effectively communicate with student groups such as the Student Advisory Committee to monitor emerging student service trends and suggest improvements.
• Ability to triage and appropriately refer students who are in distress. Ability to apply and adhere to strict confidentiality guidelines, FOIP, records management protocols, and all relevant UAPPOL and University regulations.