SS Staff Contact Centre
Competition No. - S100346199
Posting Date - Sep 23, 2021
Closing Date - Oct 07, 2021
Position Type - Full Time - Operating Funded
Salary Range - $50,425 to $68,486 per year
Grade - 08
Hours - 35
This competition is an internal expression of interest opportunity as part of the Service Excellence Transformation initiative and is restricted to NASA salaried university employees (Regular and Auxiliary Salary) currently employed with the university or within a current notice period. Applicants must demonstrate that they have recent and relevant experience performing some or all of the duties sought through the advertisement they are expressing interest in. Please indicate your internal status using the "Advertisement" drop down menu when applying.
This posting will be used to hire mulitple positions.
This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.
Shared Service Advisor
Interested candidates should be advised that this position, as part of the Shared Services team, will be located at our Enterprise Square campus (10230 Jasper Avenue, Edmonton, AB) once the renovations are complete. In the interim, work will be conducted remotely, unless otherwise specified.
Do you enjoy working in a collaborative environment, and believe in service excellence? Then this new opportunity, as a Shared Service Advisor, may be a great fit. You’ll provide one-on-one service and support for prospective and current staff regarding shared services processes, which span across all university staff. Shared Service Advisors will offer service and navigational support in an efficient and holistic manner, networking with other Shared Services teams, the University Services and Finance portfolios and other campus resources as required.
The vision for Shared Services is to build a close-knit community of smart, approachable people who collaborate, exchange knowledge and identify solutions. As a key member of this team, you can expect to feel empowered in the service you provide, as you grow your career with critical thinking, relationship building and ongoing learning opportunities.
In this role, you’ll use your knowledge and determination to problem-solve by collaborating with Centres of Expertise (CoE), faculty and staff in order to see the whole end-to-end process and find a solution that works for the entire community. You will seek the root of an issue to correct it, rather than just trying to supply a quick fix, as you partner with faculty and staff to support their needs.
As the first point of contact for most employee inquiries, you’ll provide advice, guidance and leadership in process, quality and accuracy, with a focus on:
Championing service excellence and creating a positive experience for university staff through every interaction.
Actively listening to staff and other stakeholders to understand needs and desired outcomes, and using empathy and intentional communication to navigate difficult and potentially sensitive interactions.
Gathering relevant information to process, prioritize, and categorize all interactions with staff.
Addressing inquiries with knowledge of university systems, programs, policies, procedures, requirements, and options, escalating through the proper channels, and only when necessary.
Anticipating needs and proactively responding to requests, providing subject matter expertise, professional advice, and recommendations extending beyond the initial request.
Collaboratively working within the team and with other members of Shared Services to share knowledge and use errors as learning opportunities for the greater team.
Providing comprehensive advice regarding information related to HR and Financial processing streams and assists with escalating matters outside of these purviews to the appropriate Shared Services team or CoE.
As one of our ideal candidates, you’ll possess:
A diploma in a related area.
Excellent written and oral communication, with a demonstrated attention to detail.
An inherent curiosity, coupled with the ability to think critically, and apply the problem-solving capabilities you’ve gained through your professional experience.
Comfort with technology and being in a continual learning environment.
Spoken and written French Language proficiency is a strong asset
A team-first, agile and adaptable attitude that strives for service excellence.
How to Apply
Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.