Guided by Like No Other, Athabasca University’s (AU) strategic plan, AU’s approach to accessible yet transformative education and research is truly distinctive. Our academic mission is to remove barriers to post-secondary education for learners, regardless of their age, location, career, or educational background.
Based in the beautiful region of Athabasca, Alberta, AU is one of four Comprehensive Academic and Research Universities (CARUs) in the province. We are a public, board-governed, open, and online university serving more than 37,000 students across Alberta, Canada, and around the world.
AU seeks to be an agile and inclusive workplace in which all team members can grow, make their highest contribution, and each make a difference to our academic vision and mission.
Led by President Dr. Alex Clark, AU is embarking on an exciting new chapter. Drawing from five decades of growth in distance and online education, we aim to grow our position as Canada’s foremost innovator in flexible, online and accessible learning. With an inclusive Senior Leadership Team dedicated to empowering every team member to contribute, learn and thrive, AU stands poised for an exciting and ambitious next stage of development.
Athabasca University's AU Service Centre is recruiting for a full-time temporary Student Service Advisor - Level I position ending December 31, 2027.
First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02.
The Position:
The Student Service Advisor Level I ("SSA-I") is engaged in the delivery of responsive and integrated services that support academic success and progression with learning goals. A thorough understanding of AU policies, procedures and systems are leveraged to address diverse student queries with a focus on student empowerment and inclusion.
This SSA-I role involves addressing complex challenges in admissions, registration, tuition, and financial aid across diverse student groups and prioritizing first call resolution. The SSA-1 will develop comprehensive knowledge of university systems and services with the ability to support concierge referrals and case management processes when consultation with partnering service units is required.
The SSA-I will contribute to ongoing service system development, provide comprehensive support through omnichannel services, master organizational systems, actively engage with students, offer guidance, and significantly contribute to enhancing the overall student experience.
SSA-I's may be required to work varying shifts which may include daytime, evenings and weekends in-order to serve students anytime and anywhere.
Qualifications:
-
A post-secondary diploma or degree in a related field (e.g., Adult Education, Management, Administration, Education, Leadership, Communications).
-
A minimum of three years of proven, direct experience working in a university student service provision environment is required. Equivalent combinations of related education and experience may be considered.
-
Demonstrated ability to develop and maintain positive, professional, collaborative working relationships with both internal / external stakeholders.
-
Ability to work independently and to build and maintain professional working relationships as a collaborative team member and positive representative of the Student Service Centre and AU.
-
Ability to interact knowledgeably, comfortably, positively, and respectfully with diverse individuals with a broad range of credentials, abilities, and literacy levels.
-
Excellent verbal, written and interpersonal communication skills with superior attention to detail and superior level of accuracy. The ability to communicate complex ideas effectively is essential.
-
Excellent time management skills with the proven ability to manage and prioritize multiple tasks and competing deadlines in a very demanding, fast-pacedenvironment while maintaining superior accuracy.
-
Strong analytical and organizational skills, including problem assessment and escalation.
-
Computer proficiency in related data processing, electronic records, databases, communication, and online learning management systems; intermediate or higher skills with Microsoft Suite, Microsoft Dynamics CRM, Contact Centre solutions and learning management system preferred.
A detailed job description can be viewed at:Student Service Advisor-Level I
Contact Information:
For more information regarding the role, please contact Danielle Morgan, Team Lead, Care and Coaching, AU Service Centre [email protected].
Work at AU
A university like no other for people like no other
Athabasca University (AU) has widened access and increased opportunity to higher education for over 50 years for everyone by providing access to high-quality university education and professional development for students by removing physical, digital and systemic barriers to learning and success.
An open and online university, AU is a unique hybrid workplace with more than 1300 staff working across five faculties and six portfolios. From AU’s home on the Indigenous lands of Treaty 6, Treaty 8 and Metis Northern Alberta, we are Alberta’s only rurally-situated university with:
- Over 37,000 students across five faculties—with 33,000 undergraduates and 4,000 graduate students
- 900 courses over 70 programs—with choices from micro-credential and baccalaureate to masters and doctoral levels
- Some of the country’s most well established and largest accredited academic and professional programs in business, registered nurse and nurse practitioner programs, science, and humanities & social sciences
- 560,000 alumni across 101 countries
As Alberta and Canada’s premier and largest online university, AU’s commitment to widening access and participation has been consolidated under its current Like No Other Strategic Plan, which focuses on fostering a better and more equitable world via teaching, research, and impact in place and digital space.
Under the Like No Other plan, AU seeks to be a trust- and team-oriented workplace focused on quality and innovation in which everyone is respected authentically and is and feels welcome.
Putting our learners at the centre, AU seeks to reduce barriers to access, build opportunities for growth, and foster community and connection while integrating equity, diversity and inclusion, Indigenous conciliation, and transformative systems across our activities and impacts.
AU’s centre for Indigenous peoples and communities, Nukskahtowin (or “Meeting Place”), is a welcoming place for all people and ideas to come together. Since 2001, the main goal has been to recognize and develop traditional Indigenous knowledge and to support, protect, and keep Indigenous knowledge, education, and oral traditions strong. After the Truth and Reconciliation Commission’s Calls to Action and the United Nations Declaration on the Rights of Indigenous Peoples, we renewed our commitment to all forms of Indigeneity at AU.
Acting from values, AU is committed in our systems and practices to working together to create a respectful, safe, and healthy environment in which to work and learn. The university, staff and students share the responsibility of creating and fostering a safe, healthy, and respectful working and learning environment.
AU seeks to be and build a welcoming community and connection in place and digital space. Throughout the year, AU has a range of in-person, hybrid, and online activities that span working, team meetings, retreats, and staff celebrations. AU’s campus in Athabasca has been modernized over the past years to create an attractive and inclusive workplace for all people and teams with capacity for small to large gatherings and hybrid events, as well as portfolio, faculty, and organization-wide professional development, retreats, and celebrations. With onsite library, laboratory and makerspace facilities for staff and students, AU seeks to build culture and community throughout the year through a program of staff professional development and recreational activities.
Considerations in applying
A hybrid workplace, AU encourages applications from all eligible candidates—women, Indigenous Peoples, persons with disabilities, persons of any sexual orientation, persons of any gender identity and expression, and members of equity-deserving groups are encouraged to apply.
AU is committed to fostering an inclusive, accessible workplace and learning environment that supports students and staff with disabilities, aiming to remove social, physical, and technological barriers. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. We are committed to creating an accessible and inclusive environment for all candidates. If you require accommodation at any stage of the recruitment process, please contact [email protected].
AU recognizes that life circumstances such as illness, disability, family and community responsibilities (e.g., maternity leave, parental leave, leaves due to illness) are expected to have an impact on any candidate’s record of achievement. These impacts should be taken into consideration during the hiring process.
Athabasca First
Wherever possible, AU seeks to attract and hire qualified team members to reside in the Athabasca region of Alberta, Canada. We will offer relocation assistance for the right candidate should you decide to relocate to Athabasca. As a resident of the town or county of Athabasca, you can choose to work on and from our beautiful campus in Athabasca.
To discover the Town and Region of Athabasca, go to: Visit Athabasca.
What AU Offers
Benefits and Pension eligibility differs based on employee group and may include:
-
Defined Benefits Pension Plan
-
Alberta Health Care
-
Extended Health Care
-
Life Insurance, Accidental Death & Dismemberment Insurance
-
Disability Coverage
-
Vacation
-
Office Closure between Christmas and New Year's Day
-
Discretionary Benefit Fund
-
AU Course Allowance
-
A Variety of Leaves (e.g., Maternity/Parental/Adoption, Compassionate Care, etc.)
-
Employee & Family Assistance Program (EFAP)
An offer of employment is conditional upon verification of educational credentials. All educational credentials must be recognized in Canada.
E-Transcripts shared directly from your Post-Secondary Institution via email are acceptable.
WES https://www.wes.org/ca/ may be used to verify international educational credentials. Processing time for verification of international qualifications may take up to one month; please plan accordingly.
While all eligible applicants are encouraged to apply, Canadian Citizens and Permanent Residents will be given priority. Where applicants have equal skills, abilities, and experience, candidates residing within or willing to relocate to the County of Athabasca will be given preference. Successful applicants must reside in Alberta, Canada. Working outside of Canada is not supported by AU. You are legally not permitted to work for AU if you are living outside of Canada.
