University of Waterloo

  • Manager, Business Systems

    Requisition ID
    Job Category
    5530 - Registrar
    Job Status
    Regular Full-Time
    Hiring Range
    $70,663 - $88,329
  • Overview

    The Manager, Business Systems (Manager) is accountable for planning, directing, and supporting the various initiatives and activities related to business systems analysis and major business processes, in collaboration with the RO leadership team. The Manager is accountable to the Director Systems for providing recommendations related to priorities and continuous improvement of processes and systems supports. The Manager works closely with the Supervisor Systems Operations, to ensure that there is continuous and collaborative support between the analyst and operations teams. This position will also work closely with the Business Systems Solution Architects who will advise the Manager on the impacts of business requirements on processes and systems and work collaboratively on solution design.


    Management and strategic direction of team

    • The incumbent is a consensus builder, working collaboratively with Director Systems, Business Systems Solution Architects, Supervisor Systems Operations, and the RO leadership team ensuring seamless support and shared understanding of priorities
    • Directs and coordinates a wide range of activities related to business analysis and major processes; understands and respects internal deadlines, business processes, and operating needs of other business units within the RO (Admissions, Records, Student Awards and Financial Aid, Student Service Centre, Marketing and Undergrad Recruitment)
    • Accountable for accuracy, timeliness, and continuous improvement of process work of the team; ensures alignment of work with committed objective
    • Ensures procedures are in place and up to date to ensure training and accuracy of development work
    • Responsible for all aspects of performance management for the Business Systems Analyst team, including coaching, skills development, cross-training, and performance evaluation

    Client Relationships and Support

    • Builds and maintains effective working relationships with stakeholders within the RO and across campus, often acting as a liaison between functional and technical requirements
    • Understands the complex needs of the Faculties, proactively predicting and problem solving to ensure that changing processes introduced by legislative, policy, or systems changes are addressed in a timely and effective manner
    • Is a campus resource and point of contact for Faculties to aid in problem solving and systems development support
    • Accountable for procedure and user documentation; planning and delivery of training workshops to both internal and campus wide staff
    • Responsible for training staff on new business processes and monitoring accuracy of system coding and business processes of existing practices
    • Participates in various working groups and project teams, frequently including IST, GSPA, CEL, and Finance, as a partner in service excellence; in this context, seeks opportunities for shared services, collaboration, efficiency, and support; supports alignment of conflicting needs and priorities across business units

    Expertise and Leadership in Complex Processes and Operations

    • Resource and source of expertise and technical support on SIS functionality within assigned
      portfolios, which includes Records, Admissions, and Student Awards & Financial Aid; liaises with
      other departments and users across campus such as Faculties, Graduate Studies and Postdoctoral
      Affairs, Centre for Extended Learning, IAP, Finance, Cooperative Education, Housing, and many
      others—as well as staff in the Registrar’s Office
    • Responsible for configuring and running complex processes that frequently require manual
      adjustments, including the setup, maintenance, and optimization of large processes (e.g., Academic
      Progression, Academic Advisement, scheduling classes/exams, etc.)
    • Accountable for system configuration maintenance and functional setup
    • Responsible for understanding the implications of security as related to developments
    • Identifies errors, trouble-shoots, and problem-solves related to processes and functionality within the
    • Provides data analysis as appropriate, directing solution design of end-user reports, technology
      solutions for operational problems, and production of reports and queries
    • Delivers ad hoc data as requested (e.g., research requests from faculty, Office of Research,
      external parties)
    • Develop and maintain standards for business process/procedure documentation


    • May be called on to support exam, convocation and other Registrarial event suppor
    • Performs other duties as assigned


    • Undergraduate degree required, or a suitable combination of education and systems experience in a post-secondary environment
    • Completion of courses in Business Analysis or a related discipline
    • Certified Business Analyst Professional (CBAP) certification would be an asset
    • Project Management training would be an asset
    • 6 years of progressively responsible experience, including staff performance management and development, business systems analysis experience, demonstrated experience with an enterprise student information system and technology projects
    • 3 years student information system experience including configuration and setup of processes, quality assurance and testing of new functionality
    • 3 years of progressive experience prioritizing and leading continuous improvement initiatives, preferably in a post-secondary environment using Lean or similar methodology
    • Extensive experience in working with queries and relational database tools and relational data (preferably in a student information system)
    • Significant experience in interpreting requirements, fit/gap analysis, data modeling, and documentation
    • Advanced knowledge of an enterprise student information system (PeopleSoft, Infosilem, Cyon would be an asset)
    • Working knowledge of a document management system
    • Advanced capabilities with building queries and with database tools
    • Demonstrated strong analytical skills and an accomplished problem-solver
    • Excellent data analysis skills and ability to work with very large data sets
    • Innovative, with strong continuous improvement and project management skills
    • Proven ability to understand complex situations, tasks or problems, often with multiple stakeholder groups, analyze them using a systematic approach and identify patterns and connections between situations that are not inherently obvious
    • Proven ability to adapt and work effectively within a variety of situations including changes in job demands, changing or competing priorities, or multiple stakeholder groups
    • Demonstrated ability to maintain strong working relationships, to engage and influence senior stakeholders
    • Proven success in supervising and leading a team, preferably in a systems environment
    • Demonstrated ability to complete tasks on schedule
    • Strong understanding of university policy and operations
    • Strong understanding of relevant legislative and compliance requirements (e.g., FIPPA, AODA)
    • Excellent interpersonal skills, tact, judgement, and diplomacy essential
    • A continuous improvement mindset and an exceptional customer service focus are critical for success along with exceptionally strong attention to detail and problem-solving skills
    • Computer proficiency with MS Word, Excel and PowerPoint


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