Department Vice-President Finance & Administration - Shared Services Staff Contact Centre
Salary range $54,977.40 to $74,669.16
Hours per week 35
Grade 8
Posted date September 3, 2025
Closing date September 17, 2025
Position Type Full Time - Operating Funded

POSITION SUMMARY

The Shared Services Staff Service Centre is seeking a highly motivated, service and results-oriented individual to provide one-on-one service and support for prospective and current staff regarding Shared Services processes in HR and Finance.
Advisors will offer service and navigational support in an efficient and holistic manner, networking with other Shared Services teams, University Services and Finance portfolios, or other campus resources. As the first point of contact for employee HR and Finance inquiries, you’ll provide advice, guidance and leadership in process, quality and accuracy, with a focus on:

MINIMUM QUALIFICATIONS

• Diploma in a related area.
• Minimum of one to three years of Human Resources, Finance, or administrative service delivery experience in a large, complex, metrics-driven service delivery environment.
• Excellent written and verbal communication, with a demonstrated attention to detail.

PREFERRED QUALIFICATIONS

• Experience with Freshservice, Google Workspace, and PeopleSoft is considered an asset.
• An inherent curiosity, coupled with the ability to think critically, and apply the problem-solving capabilities gained through your professional experience.
• Comfort with technology and being in a continual learning environment. Experience using a service management tool would be an asset.
• Knowledge of University of Alberta programs, policies and procedures, employment agreements and terms & conditions as related to staff needs would be an asset.
• A team-first, agile and adaptable attitude that strives for service excellence.
  At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.
  We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
  All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of inclusivity and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.
  The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. 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.
  L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes ayant une orientation sexuelle ou une identité et une expression sexospécifique; et tous ceux qui peuvent contribuer à la diversification des idées et à l’université à postuler.
  Note: This opportunity will be available until midnight September 17, 2025, Edmonton, Alberta local time

• Providing comprehensive advice and support through various channels regarding inquiries and requests related to HR and Financial processing streams and escalating matters outside of these purviews to the appropriate Shared Services team or Centres of Expertise.
• Actively listening to staff and other stakeholders to understand needs and desired outcomes, while using empathy and intentional communication to navigate difficult and potentially sensitive interactions.
• Using available resources, gather relevant information to process, prioritize, and categorize all interactions with staff.
• Addressing and resolving inquiries with knowledge of university systems, programs, policies, procedures, requirements, and options, escalating through the proper channels 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 with the Staff Service Centre team, team lead, and other members of Shared Services to share knowledge and utilize errors as learning opportunities for the benefit of the team.
• Documenting and managing client interactions using a Service Management tool with detailed notes for every interaction, and moving requests to the appropriate team if necessary to ensure appropriate resolution.
• Delivering high-quality service that demonstrates a commitment to service excellence and ensures a superior client experience while consistently meeting performance standards
• Contributing to continuous improvement initiatives/projects that require the knowledge or resources of the Staff Service Centre.
• Updating and managing the knowledge base, chatbot, and other self-service resources as required.