Job Description
Overview:Term: 1 year
The Centre for Education in Mathematics & Computing (CEMC) is Canada’s largest and most recognized outreach organization for promoting and creating activities and materials in mathematics and computer science and is housed within the Faculty of Mathematics at the University of Waterloo. Our mission is to increase interest, enjoyment, confidence, and ability in mathematics and computer science among learners and educators in Canada and internationally. We do that through a commitment to our core values: future readiness, access, community and impact. As such, the CEMC is the first point of contact at Waterloo for a significant percentage of our future undergraduate and graduate students and their parents. Through outreach activities, the CEMC has perhaps the largest set of external points of contact amongst any unit on campus.
The position is responsible for the full-cycle development of systems and web-related material for the Centre for Education in Mathematics and Computing (CEMC) including the development of online systems for seminars, conferences and secondary school outreach programs. The incumbent is responsible for front-line technical support to internal and external stakeholders including configuration and support of end-user infrastructure, workstations, applications, and peripherals. The scope of support offered is highly variable, demanding an incumbent with a high degree of problem-solving, excellent critical thinking skills, and an innate ability to inform constructive relationships with key business contacts. The scope of support also requires excellent interpersonal skills when interacting with faculty, staff, clients and stakeholders.
Responsibilities:Client Service Technical Support
- Contribute to providing excellent client service to the CEMC and associated clients and stakeholders as the main point of contact for computing and related technology issues
- Demonstrate front-line support skills by providing guidance and technical advice to clients
- Communicate with clients and colleagues effectively and clearly, and with empathy
- Oversee the CEMC Jira request tracking system, by coordinating, assigning, tracking, resolving, and following up on all client-initiated requests, prioritizing responses among multiple requests
- Develop Confluence knowledge-base articles for the team and for self-service needs for faculty and staff
- Collaborate with the Information Systems team and other CEMC colleagues to triage and forward problems to those who are best suited to solve them based on expertise and availability
- Provide documentation for both technical and non-technical audiences
- Perform software installation/configuration changes and correct hardware problems on CEMC workstations
- Assist in monitoring standards, e.g., response time, user feedback, and usage of the CEMC web site
Server Administration and Network Security- Design, deploy, monitor and maintain both physical and virtual Linux and Windows servers
- Ensure confidentiality, integrity, and authorization to protect sensitive data and information of faculty, staff, and clients
- Implement and monitor strong controls to ensure and mitigate potential security risks
- Implement, monitor and maintain server hardware including storage and networking appliances
- Improve, monitor and maintain server performance and uptime, thorough modern monitoring system(s)
- Deploy, test, monitor and maintain server back-ups to ensure business continuity (disaster recovery)
- Other server administration projects or duties as assigned
Application Design, Development and Support- Create, maintain and improve various information and web-based systems for outreach and enrichment for students and teachers, event registration and web content
- Set up and maintain appropriate applications and database infrastructure for development and production work
- Integrate new system into existing ones
- Balance systems development projects with ongoing user support
- Support online development of systems for registration, information, etc.
- Develop and maintain systems associated with the CEMC’s mathematics and computer science competitions
- Version control, formal system and project management documentation
- Plan and design long term projects, write design documents, confirm system details with stakeholders
Collaboration and Consultation- Collaborate and cooperate with other members of the CEMC Information Systems Group and CEMC faculty and staff
- Communicate project details and development issues with technical team members and non-technical project stakeholders in the department
- Resolve or refer issues as required to ensure priorities are established and maintained
- Determine priorities and design plans
- Provide advice and consultation to non-technical members of the CEMC
- Suggest solutions and improvements for existing systems
- Provide suggestions for new systems development
- Deliver written and oral communication to technical and non-technical staff and faculty
- Help establish priorities with a variety of stakeholders and for a number of projects
Qualifications:- Completion of a post-secondary education in an IT related field or the equivalent combination of education, technical certifications or training, and work experience
- 3 to 5 years of industry experience with database development, server administration, web development and web design, etc.
- Proven skills in payment gateway integration and ecommerce is advantageous
- Minimum of 2 years of experience as a desktop, servers and network administrator required
- Minimum of 3 years of experience in a technical support role
- Experience in web application development using PHP would be considered an asset
- Experience in web application development integrating MySQL databases
- Experience providing support for Office 365
- Intermediate experience with tools such as version control, data modeling, bug tracking, code optimization, etc.
- Intermediate industry experience with the full system cycle: system analysis, design testing, documentation, training and maintenance
- Has basic working knowledge of computer hardware components, and their characteristics
- Has basic proficiency in diagnosing and correcting most Mac OS issues for primary desktop support, and is able to perform tasks (such as system installation) using established methodologies and procedures
- Understanding of networking and security
- Linux/Windows, Apache, MySQL and PHP (LAMP/WAMP) architecture for development and deployment of web-based systems and platforms
- Proficient understanding of server configuration management systems
- Should be conversant with new and emerging educational technologies including content management systems (CMS)
- Skills in front-end design principals, especially for web applications such as CSS would be considered an asset
- Proficient understanding and experience leading technical deployments and upgrades
- Experience using Atlassian tools (Jira Service Management) would be considered an asset
- Can recommend appropriate software for use in a specific application
- Has working knowledge of several programming languages with proven skills in database-driven dynamic web application development
- Is familiar with basic single-user system management operations on at least one type of system Can solve most common problems experienced by clients
- Ability to respond to customer needs in a timely, professional, helpful and courteous manner regardless of customer attitude
- Demonstrated ability to collaborate with technical experts
- Excellent communication skills are required. This includes the ability to explain technical concepts to non-technical stakeholders
- Excellent interpersonal skills including the ability to develop and maintain constructive relationships with individuals in academic positions
- Proven business-appropriate oral and written communications skills
- Maintains confidentiality and demonstrates sensitivity to diversity
- Ability and willingness to be trained quickly on new procedures
Equity Statement:The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral, Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract, the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research, learning, teaching, and community building, and is co-ordinated within our Office of Indigenous Relations.
The University values the diverse and intersectional identities of its students, faculty, and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity, anti-racism and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including applicants who identify as First Nations, Métis and/or Inuk (Inuit), Black, racialized, a person with a disability, women and/or 2SLGBTQ+.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application, interview, or workplace accommodation requests, please contact Human Resources at hrhelp@uwaterloo.ca or 519-888-4567, ext. 45935.
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