Information and Technical Support Specialist

University of Waterloo•Waterloo, ON

10d

About The Position

The Information and Technical Support Specialist will assist the Manager, Information Systems and Integration to generate data and analytics for the Food Services department. Their responsibilities include overseeing use of the department’s business solutions software and its hardware applications, ensuring accurate and useful frontline reporting, facilitating the flow of financial and analytical information crucial to workflow, and furnishing key insights to aid in business decisions and analysis.

Requirements

University degree or college diploma, or equivalent work-related experience.
Post-secondary education with a focus in computer science and/or accounting.
2-3 Years of systems experience specific to accounting, inventory and data analysis with a keen understanding of processes, information flow, and customer service.
Working knowledge of generally accepted accounting principles.
Significant experience working with software associated with data and report management.
Experience providing technical support in a business environment.
Intermediate Excel skills and a high proficiency in Microsoft Office applications.
Understanding of accounting principles and how they are applied within systems in a business setting.
Good understanding of systems networking and hardware applications.
Accuracy and attention to detail, proven analytical and problem-solving skills.
Strong interpersonal, and customer service skills.
Organizational and communication skills.
Able to work in a fast-paced environment.
A Valid G License is required.

Nice To Haves

Prior work experience in a university environment.
Previous experience in UW’s Financial Systems.

Responsibilities

Leverage Food Services’ and the University’s integrated systems to extract, analyze, and interpret relevant data, ensuring accurate and timely information is available for operational efficiency.
Assist in extracting, examining, and modeling data sets to create custom reports, including those for managers for menu engineering and product and pricing committees.
Compile and maintain data and statistics related to Food Services’ key performance indicators.
Review, analyze, and maintain system information to ensure current product and pricing information is accurate within multiple platforms, create summary reports for managers, and support bi-annual price changes.
Assist in reconciling multiple Food Services accounts against product transactions and inventory balances on a monthly, termly, and yearly basis.
Assist in developing efficiencies in data integration and dashboarding.
Assist management in maintaining the integrity of Food Services data within various systems, periodically review user access, and submit requests for changes or deactivations.
Maintain records on POS systems, including assessing debit/credit terminals, registers, WATcard terminals, and other department technologies, keeping up-to-date records on serial numbers, IP addresses, etc.
Oversee operational systems to support data and financial processes of information.
Facilitate the flow of information from internal systems to the University Waterloo finance system.
Act as the primary contact between internal department users and all external IT vendor support partnerships (franchises, software support, hardware providers).
Support Food Services staff and UW Campus Partners to investigate and resolve department IT-related questions or issues.
Support Students, Staff, and external guests to resolve invoicing or transactional issues, refunds, and payments for services.
Support staff to resolve issues or troubleshoot issues with systems data and hardware, and financial processes between systems (account allocations, e-commerce, third-party payment mechanisms) to ensure functionality and efficiencies of data flow and financial integrity.
Assist new staff with technical aspects of onboarding, including Watcard applications and key control.
Support the UWFS general email inbox and ticketing queue to resolve inquiries, issues, or requests.
Manage direct support inquiries to diagnose, clarify, and resolve promptly.
Advise on best business practices where appropriate, act with integrity, and uphold department values.
Develop and maintain process documentation for UWFS finance and information systems processes and provide training as required.
Provide technical support, consultation, and training to staff using IT applications and technology resources related to UWFS systems and hardware.
Develop and maintain relationships with key contacts in other departments on campus (Watcard, IST).
Provide guidance and training on UWFS software systems (P.O.S., backend databases, event and catering software), including developing documentation for internal use and end users.
Provide guidance and training on UW systems.
Test and maintain department technology, including support for core Food Services operating systems and software.
Maintain the data integrity framework within P.O.S., backend databases, event and catering software, and other business systems.
Develop and maintain a strong working relationship with key stakeholders (IST, WATCard, external IT support partners) based on a deep understanding of UWFS business and technical needs.
Maintain and manage all product and pricing databases, including P.O.S. configuration processes.
Manage vendor relationships with all system providers (external and internal), including supporting scheduled systems updates, implementing new system improvements, creating training and supporting documentation, and assisting in developing and initiating user requests for product improvements.
Perform other administrative duties and projects as required.