Support Analyst, Student Records & Systems

at  North Island College

POSITION SUMMARY

Reporting to the Associate Registrar, Student Records & Systems and working as a key member of the Student Services team, the Student Records and Systems, Support Analyst contributes the highest level of service to the staff, faculty and students of North Island College.
The incumbent routinely maintains accurate data in Colleague and Perceptive Content software associated with managing all aspects of student records and accounts, including but not limited to prerequisite checking, arrears, health & dental and student tax receipts (T2202s). The incumbent is also responsible for the accuracy and entry of all college curriculum, both credit and non-credit, and assists with the development and maintenance of the yearly academic and exam timetables.
This position frequently fields queries and relays accurate information in person, by telephone or electronically to students, staff, faculty and the general public. The incumbent participates in training staff in the use of the all systems as related to their position descriptions.
The Support Analyst, Student Records & Systems supports the Associate Registrar and Functional Analyst in the development, implementation, and maintenance of systems related to and including the College’s Student Information System (SIS) in order to maintain effective and efficient operation in the Office of the Registrar. The incumbent prepares documentation on system procedures and training and provides support to system users by troubleshooting problems and responding to service desk queries. This position monitors and analyzes the system data to facilitate accurate internal and external reporting requirements.
An in-depth understanding of Freedom of Information and Protection of Privacy legislation is required, both in support of the FOIPP officer and in its application in daily student records office tasks. The Support Analyst, Student Records and Systems is aware of the Mission and Values of North Island College, incorporating and practicing the values in everything they do.

REQUIRED EDUCATION & EXPERIENCE

• Completion of Bachelor’s degree in computer systems, business management, library sciences or any related field where the candidate can demonstrate a skill set that includes strong communication, professional or technical writing, presentations, & facilitation.
• Minimum of 4 years of related experience with advancing responsibility working within a relational database, records management & account collection preferable. Experience in a post-secondary education environment is preferred but not required

REQUIRED KNOWLEDGE SKILLS & ABILITIES

• Demonstrated analytical skills to problem-solve complex systems information issues, take initiative and strive for continuous improvements.
• Demonstrated knowledge of relational databases and HTML language. Preference given to Colleague, Infosilem-Timetabler & Exam and Perceptive Content software. Advanced skills in the Microsoft Office Suite.
• Demonstrated interpersonal skills, tact, and diplomacy, commitment and ability to work collaboratively within a team environment.
• Ability to communicate student systems information to non-technical end-users.
• Excellent decision making, time management, and communication skills, both verbally and in writing.
• Ability to work in a fast-paced, deadline-driven high volume transactional and service environment and maintain focus.
• Demonstrated initiative and ability to organize and prioritize work both independently and as directed.
• Excellent organizational, file and time management skills with the ability to prioritize multiple tasks paying close attention to accuracy and detail.
• An understanding of post-secondary education operations, policies and procedures.
• Knowledge of Freedom of Information and Protection of Privacy Act (FIPPA), college reporting needs and requirements, Transport Canada certification criteria, and application of Canada Revenue Act student education tax regulations.

1. Resolves service desk tickets and receives calls related to Colleague Student Module and Student Services myNIC issues. Resolves data inaccuracy issues through analysis, investigation of causes, and implementation of solutions to ensure the accuracy and integrity of student data. This includes but is not limited to initiating refunds, merging duplicate records, missing grades, data checking and audit reports.
2. Liaises and collaborates with various internal and external stakeholders, including but not limited to, Education Planner BC and Provincial Ministry regarding data submissions (eg. PENs) and other processes related to college reporting requirements.
3. Maintains the accuracy of all student accounts including arrears processes, building and testing tuition rate tables and maintaining accurate financial records in accordance with policies and appropriate approvals.
4. Start of term prerequisite checking.
5. Enters all approved program and course documentation received from Education Council into the college’s Student Information System (Colleague) and/or calendar (Acalog). Supports the review and implementation of all Continuing Education programs and courses and all other programs and courses submitted via the short-term vocational course and program templates (all curriculum that does not require Education Council approval) process. Ensures accuracy and completeness. Provides support as needed to the developers of this curriculum prior to submission.
6. Receives all section requests from the Continuing Education department. Verifies all information is correct. Enters section requests into the college’s database.
7. Books classrooms using Colleague and Infosilem-Timetabler for all section requests and academic miscellaneous bookings pertaining to the current academic year.
8. Supports the Scheduler in the building of the academic and exam timetables. Assistance may include but will not be limited to copying of the previous year’s timetable, data entry, and data checking.
9. Prepares, verifies, and produces program completion, course completion and participation certificates for the college and Transport Canada, which involves knowledge of Transport Canada marine regulations and certification criteria.
10. Searches for and reproduces documents from historical microfilmed records (VersaImage) as required.
11. Maintains, and tests processes and analyzes results in the preparation and distribution of student tax receipts. Answers all student inquiries involving student tax receipts, including calculations, eligibility, and requests for paper copies.
12. Creates and sends approved informational emails to students using HTML on behalf of the Registrar’s Office and Student Affairs team.
13. Receives and distributes Student Records Office mail.
14. Manages Student Records Office supply requests and completes supply orders.
15. Adjusts student records based on Academic Standing and Progression Policy.
16. Any other duties as assigned by the Associate Registrar that are within the scope of the position responsibilities.