University of Waterloo

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Client Support Specialist (Waterloo Content Management System)

Client Support Specialist (Waterloo Content Management System)

Requisition ID 
2017-1927
Job Category  
IT
Department 
5170 - Information Systems and Techno
Job Status 
Temporary Appointment (Contract)
Hiring Range 
$48,620 - $60,775

More information about this job

Overview

Term: 12 Months

 

Information Systems & Technology supports the University of Waterloo community through a variety of information technology services. University of Waterloo websites are managed in the Waterloo Content Management System (WCMS). WCMS sites are imperative to campus projects, successful communications, and outreach initiatives. The WCMS is subject to continuous change and improvements, which means that we are constantly looking to ensure that our stakeholders continue to enjoy exceptional user experience working on their websites and providing them with the documentation, training, and support they require to be successful in their web communications. This Client Support Specialist role is to provide training and support for website maintainers using the Waterloo Content Management System (WCMS) at the University of Waterloo. For more information about the WCMS visit the Web Resources site.

 

Responsibilities

  • Provide training and support to website content maintainers, assisting web maintainers through telephone, email, our request tracker system, and in-person at the WCMS drop-in lab
  • Complete website migration into the WCMS and quality assurance testing on WCMS sites
  • Develop and deliver training courses; both in person and online
  • Create and maintain training materials and how-to documentation
  • Work with the WCMS development team members to test new features and functionality, and resolve issues

Qualifications

  • University degree required or equivalent education and/or experience in a related field
  • Strong written and oral communication skills are essential in order to provide customer support
  • Proficiency with Microsoft Word, Excel, Access, and Outlook
  • Ability to prioritize and operate with a sense of urgency to critical requests
  • Aptitude for attention to detail and accuracy are essential
  • Strong interpersonal skills with the ability to interact in a positive and supportive manner with team members and clients
  • Experience providing training and support for software or web technologies
  • Aptitude for developing training and support materials (e.g., writing training documentation, developing training videos)
  • Ability to provide technical support and training to end-users with various levels of technical skills
  • Familiarity with the Waterloo Writing Style Guide, the Accessibility for Ontarians with Disabilities Act (AODA) for web compliance, and/or Web Content Accessibility Guidelines (WCAG)
  • Experience maintaining website content in the WCMS (or other content management system) would be an asset