Technician, ONE Card Office

Location

Kitchener, ON | Canada

Job description

Requisition Details

• Job Title: Technician, ONE Card Office
• Requisition #: 24-0309
• Campus: Doon
• Department: Ancillary Services
• Payband: G
• Starting Rate: $32.42
• Payband Range: $32.42 - $37.57
• Hours/Week: 35
• Posting Date: Tuesday, February 20, 2024
• Closing Date: Tuesday, March 5, 2024 at 11:59 PM EST
• Vacancy Type: Support Staff - Full-time Temporary Appendix D Contract

Support Staff Full-time Appendix D Contract Replacement Position (February 2024 – June 2025)

Reporting to the Manager of Campus Services, the Technician is responsible for assisting with the configuration, maintenance, and support of the ONE Card system and program online and off-campus. The incumbent assists and provides the technical coordination and system use (hardware and software) so that the ONE Card system meets organizational business needs and is operationally excellent.

In addition, this position provides first-line support functions for ONE Card systems and the team, while working closely with system vendors to identify options and improve the efficiency of the operational processes, stability, and reporting functions related to ONE Card.

Successful candidates will be required to conduct work within Ontario and must be available to work on campus as required. It is anticipated that this position will meet the needs of the department working fully on-site five days per week. Travel to other campuses will be required during orientation and start-up periods.

Responsibilities:

One Card Systems, Supplies & Equipment

• Ensures carding systems are working to standards and procedures are communicated to students, staff, and departments
• Monitors ONE Card systems by checking multi-integrations of the ONE Card systems and the nightly data feed job log
• Captures and records critical systems incidents, documenting root causes, investigating actions, and implementing resolutions
• Builds assessment tools to support long-term review and maintenance of the ONE Card system and integrations, using standardized system health indicators created by the Manager
• In conjunction with the Manager, supports College departments in reviewing unique requests, preparing recommended solutions or new featured requests from the vendor or user group
• Coordinates troubleshooting with ONE Card system vendors and College departments
• Assists the Manager as project co-lead in ONE Card system upgrades and new installs by identifying potential pitfalls and recommending process improvements
• Works with IT to ensure maintenance/development of Web Tools, such as Purchase Portal, Photo Upload, and Card Suspend
• Performs systems testing, including hands-on testing of functionality which supports business process changes and new initiatives
• Monitors developments within the College and ONE Card industry through NACCU ListServe and communication with colleagues

ONE Card Services & Operations

• Supports the onboarding of Full-time, Part-time, and Casual staff by preparing front-line users on how to use the system, such as providing walk-throughs, troubleshooting steps, and system software training
• Participates in user case development and user journey mapping led by the Manager
• Contributes to the review and improvement/refinement of user support resources
• Communicates with on and off-campus vendors and provides support for payment device utilization, errors, reporting, and sales remittance
• Assists in coordinating activities to provide effective and efficient services during the start of term and special events
• With Manager approval, completes purchasing, maintains adequate supplies, and tracks supplies and materials to ensure ONE Card office operates with minimal disruption
• Installs and maintains ONE Card hardware both on and off campus, acting as the technical point of contact for inquiries and providing technical guidance as appropriate
• Conducts Level 1 hardware triaging on ONE Card equipment and coordinates servicing (repairs, warranty, parts replacement) with vendors
• Provides front desk carding services during peak and non-peak periods at all campuses for all clients (walk-in, phone, e-mail), and resolves customer queries in a professional, friendly, and accurate manner
• Efficiently responds to unforeseen concerns to reach resolutions and performs after-hours troubleshooting; Alerts manager to unusual cases, unsatisfied customers, or irregularities
• Assists in promoting services through the ONE Card program, such as Condor cash or the GRT bus pass
• Performs all Point Of Sale (POS) transactions for ONE Card, including refunds and deposits

Reporting Tasks

• Prepares regular financial reconciliation and transaction reports for internal and external vendors on a weekly basis
• Develops reports that display data trends (i.e. visualizations/dashboard) and upon review by the Manager, is shared with stakeholders (vendors, College departments)
• Prepares ad-hoc ONE Card reports for Management review
• Develops activity or resource utilization tracking tools
• Works closely with vendors to develop and enhance reports that support ONE Card usage, activity, and loss prevention
• Enhances the internal audit processes, including financial balancing, card issue audits, and
• card activity

Functional & Technical Support

• Reviews technical release documentation for changes to the application that will impact its implementation at the College and advises the user community of these changes
• Assesses and analyzes new technology opportunities and emphasizes the benefits and risks of using technology, as well as the risks and pitfalls of not using technology
• Acts as a technical resource to staff both internal and external to the department
• Troubleshoots and resolves technical issues, working closely with the IT department, other departments across the College, external vendors, contractors, and third-party providers
• Prepares detailed technical manuals for developed system solutions and for in-house knowledge-sharing sessions
• Develops project plans and activities associated with new ONE Card project initiatives to fulfill business process

Qualifications:

• Two-year Diploma in Business Administration or Information Technology
• Three years of practical business or functional analyst experience, preferably in a student customer service or post-secondary environment
• Experience using relational databases
• Must possess technical knowledge to be able to analyze and assist with implementing system enhancements and interfaces and will have experience doing needs assessments
• Knowledge of IP addressing and networking
• Knowledge of systems design and development
• Knowledge of payment processing, Point-of-Sale (POS) equipment, and reconciliation
• Experience in a post-secondary institution considered an asset
• Prior experience with campus card systems considered an asset
• Basic accounting skills
• Excellent organizational skills with close attention to details
• Ability to complete multiple tasks with frequent interruptions
• Strong judgment, analytical, problem solving, decision-making, and critical-thinking abilities
• Ability to work independently with minimal supervision, as well as in a team environment
• Exceptional oral and written communication skills
• Excellent customer service skills and ability to respond with tact, discretion, and professionalism
• Advanced knowledge of MS Office and relational databases
• Ability to learn and adapt to new technologies (cards, card printers, new innovations/software)

#LI-POST

Job tags

Salary