University of Waterloo

  • Specialist, Operations & Systems Development

    Requisition ID
    2018-3223
    Job Category
    Registrarial
    Department
    5530 - Registrar
    Job Status
    Regular Full-Time
    Hiring Range
    $59,433 - $74,291
  • Overview

    The Specialist, Operations & Systems Development is responsible for researching, developing, managing, and continually enhancing the Registrar’s Office’s digital marketing infrastructure and systems (e.g., website, email, automation, CRM, marketing software). Further, the Specialist supports social media and other digital initiatives that require audio-visual equipment and expertise.

     

    Trusted to develop and maintain productive working relationships with all faculties, departments, schools, and units (FDSU) at University of Waterloo in order to facilitate and strategically implement digital marketing infrastructure and systems that provide just-in-time information to future students and their key influencers at each stage of the decision-making process, according to the Enrolment Management Funnel.


    Accountable for website development, information architecture (IA), user experience and interface (UX/UI), SEO, and SEM, this role requires expertise in digital communications, web development, content management systems, and project management along with extensive knowledge of email campaign and customer relationship management software.

     

    Reporting to the Director, Systems, Technology, & Analytics, and in collaboration with colleagues in the Registrar’s Office, campus partners, and on-campus IT units, plays a major role in shaping university-wide web development initiatives and marketing operations best practices to position Waterloo as a postsecondary leader in marketing technology.

    Responsibilities

    Development and Management of Digital Infrastructure and Systems

    • Manages the implementation, operation, and enhancements of digital marketing infrastructure (e.g., databases, software, CRM, website infrastructure, and hardware) throughout their entire lifecycle. Ensuring they support our marketing initiatives
    • Advises, implements, documents, and supports technical solutions for Registrar’s Office, andm faculty, school, department and unit (FDSU) partners (e.g., web development, lead-capture technology, marketing software/hardware)
    • Safeguards the University’s reputation and works to achieve institutional enrolment management goals by ensuring digital marketing systems remain reliable and accurate
    • Liaise with the central IST Drupal web development team in the planning and execution of University-wide web development projects, and ensure development projects in the positions scope adhere to recommended security and accessibility standards
    • Works with the Specialist, Content Strategy to oversee the website publication process, ensuring website authors adhere to established IA, UX, SEO, accessibility best practices
    • Ensures web infrastructure comply with established government and institutional regulations, and security and accessibility standards and best practices
    • Uses available website analytics data to inform the development of and evolve recruitment strategies
    • Project-manages the development and support of enterprise customer relationship management (CRM) systems within the office
    • Responsible for purchasing, maintaining, evaluating, and upgrading as well as ensuring the security and inventory-tracking process of digital marketing equipment and software that’s not standard (e.g., Adobe Creative Suite)
    • Implements appropriate technical solutions and support for on-campus and off-campus events (e.g., Ontario Universities’ Fair, open houses, influencer events, etc.)
    • Liaise with any external software vendors, ensuring all procured solutions are scalable and adaptable to meet any future requirements

    Collaboration, Advising, and Consultation

    • Works closely with Registrar Office colleagues to advise, support, and train the team on new and existing marketing systems and software
    • Builds partnerships within the RO and FDSUs to integrate marketing systems, data, and technology
    • Collaborates with colleagues to ensure the department’s websites are effective, innovative, attractive, user-friendly, and integrated with our marketing strategies
    • Consults with IST’s Information and Integration Management personnel with respect to all new and existing systems and participates in security audits and standards reviews conducted by IST
    • Advises the integrated communications team about technical solutions for supporting prospective undergraduate marketing strategies
    • Provides thought-leadership within the University community on marketing operations and systems development as they are related to prospective students

    Understands and Applies Current, Relevant Market Research and Institutional Knowledge

    • Keeps fully informed and knowledgeable about all undergraduate recruitment initiatives at the University as well as digital marketing trends and systems development best-practices in highereducational and the broader industry
    • Maintains a clear understanding of generational characteristics and needs of all audiences at different stages throughout the enrolment management funnel in order to enhance the strategies for which s/he is responsible
    • Monitors emerging technologies and systems employed by Waterloo’s competitors and the private sector and provides appropriate advice and recommendations
    • Understands the role of research in the office’s evidence-based strategies, and collaborates with the Marketing Insights Specialist, to establish research objectives and create data analysis solutions to inform decision-making, strategy development, and budget; to determine the optimal methods of evaluating the effectiveness of the strategies for which s/he is responsible; and to ascertain and recommend the most effective enhancements

    Manages, Motivates, and Mentors Staff

    • Hires, supervises, and evaluates the temporary personnel who may report to this position, including the management of interview committees, the selection of outstanding candidates, and any disciplinary action necessary
    • For all reporting staff: leads collaborative projects, sets clear and reasonable expectations, provides ongoing feedback, ensures delivery of results, and establishes a strong foundation for performance through a comprehensive training program
    • Creates and maintains a work environment that fosters, recognizes, and rewards supportive mentorship, professional quality, respectful communication, creativity, positive energy, and synergy

    Project Manages Work Flow and Business Practices

    • Assumes project management responsibilities for online marketing and systems development projects
    • Maintains clear, consistent, detailed documentation and disaster-recovery standards for all projects, including systems configuration, in order to maintain business continuity
    • Regularly reviews system functionality and business continuity based on input and insight obtained from IST and other internal experts with respect to recommended checkpoints
    • Applies project management best practices and tools to accurately document all components of each particular initiative for which s/he is responsible, and contributes appropriate updates to the office’s overall strategic and tactical plans

    Other

    • Participate in recruitment events and in the administration of department-wide responsibilities, including other general and specific duties as may from time to time be determined

    Qualifications

    • University degree with a combination of digital communications, marketing, and computer science or engineering, or relevant industry experience
    • 5+ years of experience in web and software development using HTML/XHTML, PHP, MySQL/MSSQL, CSS, and JavaScript/jQuery, among others
    • 3+ years of experience in a technology role related to marketing and/or communications
    • 3+ years of experience in digital marketing systems (e.g., content management systems, CRM, email campaign software)
    • 3+ years of experience in project management
    • Experience and knowledge of web information architecture and UI/UX design principles
    • Experience in the implementation, integration, and customization of enterprise technology (ideally including CRM) with ability to manage both applications and databases
    • Proven facility with programming and building modules in a CMS (ideally Drupal)
    • Demonstrated understanding of best practices in information architecture, the identification of functional requirements, user interfaces, usability testing, accessibility standards, and testing
    • Thorough command of the technology associated with social media and digital marketing, sophisticated client service and digital communications skills, and high level of energy and passion with respect to this area of rapid change and innovation
    • Proven ability, extensive experience, and strong working knowledge and understanding of integrated communications strategies within a highly complex institution and competitive marketplace
    • Excellent written and oral communication skills, including the ability to translate technical concepts into simple language or visual schematics in order to facilitate understanding among campus colleagues and leaders
    • Ability to build consensus, foster teamwork among a variety of stakeholders, and lead integrated project teams
    • Strong organizational skills coupled with proven ability to effectively document work, handle multiple tasks, meet deadlines, and excel in a fast-paced environment characterized by changing priorities
    • Demonstrated ability to thrive in and contribute to an integrated and collaborative team environment and to apply a positive team approach to working with colleagues
    • Clear understanding of the preferences of prospective students and influencers with respect to technology
    • Knowledge of student recruitment marketing and enrolment management principles
    • Intermediate to advanced use of the following tools:
      • Social Media (Instagram, Facebook, Twitter, Snapchat)/Hootsuite Enterprise
      • Project Management Software (Smartsheet)
      • HTML email campaign software platforms
      • Google Analytics Solutions o SEO tools (moz.pro)
      • Content Management Systems (Drupal)
      • Adobe Creative Suite o Customer Relationship/Engagement Management Systems (Sugar)
      • Slack/Mattermost
      • iWork/Microsoft Office Suite

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