Student Experience Analyst

at  George Brown College

CLOSING DATE: February 7, 2025
Land Acknowledgement
George Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.
Equity Statement
George Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.

POSITION SUMMARY:

The role supports the reporting and data collection activities to track and measure against the Key Service Indicators for Student Services and the Contact Centre within the Office of the Registrar. Working in collaboration with the Senior Manager and other stakeholders, the role will review and assess opportunities to improve and integrate service flow and deliver on the goals for the division. The role will support our review in assessing new technology, modes of service delivery, and prepare project briefs and proposals for consideration. One of our service strategies is to increase online services and improve the in-person student experience and the role will support the future plans to expand this model across campuses.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Three-year diploma/degree or equivalent from a recognized post-secondary institution in Information Systems, Statistics, Computer Sciences, or Business Administration.
• Current CompTIA A+ Plus Certification (industry standard exam) is required.
• MCSA (Microsoft Certified Solutions Associate): Office 365 is required.
• Course completion in programming that includes Java, HTML and CSS, and Adobe Creative Tools are required.
• Minimum five (5) years’ experience related to information systems in an analyst position or similar information processing environment.
• Experience with the planning and design structure of the Customer Flow Management.
• Business analysis experience gathering, documenting, and communicating stakeholder requirements to effectively recommend and evaluate solutions and provide quality assurance.

SKILLS AND ATTRIBUTES:

• Able to provide technical support in the diagnosis and resolution of all types of recurrent and uncommon problems associated with the Customer Flow Management system.
• Technical knowledge to correctly and quickly diagnose and resolve end user devices (computers and printers) and standard software issues.
• Scripting skills for Cisco IVR outbound call campaigns.
• Advanced user in Adobe Creative Tools and MS Office.
• Excellent communication, collaboration, interpersonal, and teamwork skills.
• Demonstrated commitment to uphold the College’s priorities on diversity and equity.
• Able to travel between campuses on a monthly basis.

ABOUT US:

George Brown College prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a great place to work. See why we are consistently ranked as one of GTA’s top employers.

• Leads quality assurance activities and continuous process improvement and integration by data gathering using one of the following methods: design and administering surveys; organizing and facilitating focus groups; one-on-one or group interviews with students or staff as needed.
• Analyzes data to determine student service trends, successful use of Self-service kiosk, and quality of service deliveries.
• Improves current data collection activities in service areas that will provide greater insight to impacts on student retention rates.
• Develops surveys and reports for service feedback and student engagement for the department.
• Prepares reports, presentations of findings and develops recommended actions for the manager and other stakeholders as required.
• Acts as the technical support for our staff and our key systems we utilize to ensure functionality and is an administrator role for select systems.
• Administers the Virtual Queueing application and supports teams by monitoring service standards and volume stats and trends for SJ, CL and WF campus.
• Extracts statistics from the system used for the Office of the Registrar at all campuses and virtual support.
• Provides the necessary support to the Student Services and Contact Centre team by providing troubleshooting for staff applications utilized within the department to ensure that proper processes are being followed and understood by staff.
• Acts as a central resource for departmental and college wide student experience initiatives.
• Other duties as assigned.