Graduate Student Services Assistant, Faculty of Graduate Studies

Description

The Dean's Office in the Faculty of Graduate Studies is currently seeking a Full-time Temporary Relief Graduate Student Services Assistant for approximately 8 months.

The University of Calgary is a research intensive university with a focus on graduate education. The Faculty of Graduate Studies (FGS) has approximately 8000 registered graduate students dispersed across over 70 programs within the University, more than 25% are international. The Faculty of Graduate Studies (FGS) is the faculty of registration for all graduate students and is accountable for administration and support of graduate student affairs.

Reporting to the Manager, Graduate Student & Program Support with day-to-day oversight from the Team Lead, Graduate Student Services, this position plays an essential role in providing excellent service and a positive and productive customer experience for students and other FGS stakeholders. The work is challenged by frequent interruptions and is in a high traffic area.

This position normally works Monday to Friday, 8:30-4:30 and must be able to currently work onsite.

Applicants should include a cover letter with their resume. 

Summary of Key Responsibilities (job functions include but are not limited to):

• Primary provider of receptionist services for visitors to FGS onsite and virtual reception, and for phone and email inquiries. 
• Create a welcoming and supportive environment that is highly responsive to student needs.
• Act as back-up for the Team Lead, Graduate Student Services for scheduling other team members as required, ensuring there is adequate staff support available to manage high volumes of visitors and/or inquiries. 
• When required, assign reception and other duties to casual and student employees, monitor status and progress.
• Effectively monitor all FGS student-facing email accounts and telephone numbers.
• Respond to inquiries (in-person, telephone, electronic) promptly, politely, accurately and professionally. Forward inquiries to other team members for response as appropriate.
• Listen to and interpret requests for information and services, and triage accordingly.
• Provide students, staff and faculty members with information and advice about programs and services, as well as FGS policies and procedures.
• Open, date-stamp, record and distribute mail promptly.
• Process student requests and submissions (transcripts, language test scores, theses, convocation applications, etc.).
• Process incoming transcripts (both hard copy and digital) and upload them into EDMS/ Synergize in a timely manner.
• Process incoming dissertations/theses and submits to the Vault Thesis Repository in a timely manner.
• Understand archive retention rules for student files and documentation. Ensure daily files, records and important documents are correctly filed, labeled and stored.
• Prepare and send records with appropriate retention rules to Archives as necessary.
• Support the Graduate Program Officers as needed with administrative tasks related to convocation, application and admission processes.
• Assist the Associate Dean(s) (Student/Student Experience) and the Academic & International Specialist/Advisors with triaging incoming requests, inquiries, and managing associated documentation and scheduling.
• Aid in the creation of letters and communication for Academic based issues involving students.
• Organize and contribute to smooth delivery of advising services, by assisting with scheduling, tracking, and follow up as required.
• Assist with tracking student support activities, developing reports, and analyzing statistics.
• Support the supervisory renewal process as required.
• Provide support for preparation and delivery of workshops and events.
• Record data accurately in the Student Information System (PeopleSoft Campus Solutions) and uploads documents into the Synergize Electronic Document Management System (EDMS).
• Coordinate thesis collection, documentation and shipping.
• Transform graduate student files from paper to electronic format; ensures documents are scanned and indexed accurately and quickly.
• Prepare job aids for relevant tasks and processes.
• Assist with maintenance of files related to Graduate Student Services.
• Prepare documents for archiving and send student files to Archives according to UCalgary regulations.
• Report issues that arise to the Team Lead, Graduate Student Services, or the Manager, Graduate Student & Program Support as appropriate, and collaborates on issue resolution.
   

Qualifications / Requirements:

• Bachelor's degree in a related field and/or a certificate or diploma in administration is required.
• 2-3 years of experience providing reception, customer service and administrative services in a high traffic environment, greeting guests and responding to incoming phone and email inquiries is required.
• Experience working in graduate student administration is required, including processing transcripts, English Language test scores, theses, convocation applications, and other graduate student support processes.
• Detailed and specialized knowledge of University of Calgary structure and processes related to graduate student services and administration is required.
• Able to work with accuracy in a fast-paced, multi-functional environment focused on excellent customer service to diverse internal and external stakeholders is required.
• High level of organization with the ability to manage a heavy volume of work and complete tasks efficiently is required.
• Must have positive and pleasant telephone manner, and the ability to stay calm and de-escalate challenging interactions.
• Demonstrated success as a positive, collaborative and supportive team member, able to assist with organizing the work of others.
• Demonstrated excellence in written and verbal communication skills.
• Must be results oriented, and eager to identify areas for improvement and potential solutions.
• The ability to manage one's own workload to minimize stress, maintain wellness and model desired work behavior is required.
• Must be able to manage multiple changing priorities while still maintaining and meeting deadlines.
• Ability to quickly learn new processes and procedures associated with different technologies and information systems is an asset.
• Intermediate to advanced skills in Microsoft Office required. Experience with UCalgary Student Information System (PeopleSoft Campus Solutions), Synergize Electronic Document Management System (EDMS), and Thesis Vault is required.
   

Application Deadline:  December 3, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Operational/Admin Job Family, Phase 2.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website. 

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. 

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.