Primary Purpose: The ConnectionPoint Service Agent provides front-facing Human Resource, Finance, and Research support to the campus community to assist the university in achieving its teaching and research goals.      

Nature of Work: Reporting to the Manager, ConnectionPoint Services, the ConnectionPoint Service Agent is an experienced, partner-focused professional who contributes to a service-oriented network and the continued enhancement of shared services at USask.  This position maintains professional working relationships with a diverse group, including faculty, students, staff, and other stakeholders. Independent task management is key as this is a complex, fast-paced environment with competing demands and strict deadlines. Critical thinking is required to provide prompt, complete, accurate service that anticipates our partners' needs. The ConnectionPoint Service Agent is required to have an in-depth understanding of USask policies, guidelines, and ConnectionPoint processes. In collaboration with various stakeholders, this includes resolving requests by utilizing information through integrated technologies, executing processes, reassigning requests for specialized support, offering self-service assistance, and providing follow-up as required. Continuous improvement is foundational to the work and is achieved by ongoing review of processes, procedures and includes contributing to the USask Knowledge Base. 

Typical Duties or Accountabilities:  

Develop and sustain positive and trusting partner relationships by working to understand their priorities, needs and environment Actively collaborate with colleagues and stakeholders (Colleges/Units, Functional Central Offices/Centres of Excellence, Strategic Business Advisors, Administrative Networks, and other ConnectionPoint teams) to ensure seamless and exceptional service delivery Consult the Knowledge Base, identify gaps and opportunities, and create or improve documentation with the aim to provide accurate and consistent service Probe for complete understanding and problem-solve to provide timely and accurate responses to service requests while maintaining a high level of professionalism and discretion Execute cross-functional processes using multiple human resources/financial systems, software applications, and technical support tools (e.g. Knowledge Base, Jira case management system) Assist students, staff, faculty, and external stakeholders with Human Resource, Finance, and Research questions via in-person, phone, and electronic correspondence, and guide them through self-service functions Contribute to partner experience and process improvements by providing technology and process feedback to the Manager, and internal stakeholders to improve ConnectionPoint administrative services and operations Assist with peer-to-peer training, with guidance from the Manager Perform related duties as required

Education: Completion of a relevant 2-year post-secondary program. An equivalent combination of applicable education and experience will be considered for this position. 

Experience: 

Minimum 5 years’ experience within a customer-orientated workplace, including managing customer relationships and resolving dissatisfied or challenging customer issues Minimum 5 years demonstrated critical thinking with an analytical solution-driven approach; direct experience with human resources or finance customer service experience is an asset Proficient with human resources and financial systems, customer service software technology, Microsoft programs and applications

Skills:   

Proven critical thinking and problem-solving skills with a solution-oriented approach Understands human resource and finance processes in order to confidently make decisions and communicate policies as appropriate Strong interpersonal and communication skills, both written and verbal  Effective relationship-building skills  Ability to work independently as well as collaboratively with internal and external stakeholders  Demonstrate effective organizational skills in a fast-paced environment that offers in-person, virtual, telephone, and written support   Proficient in documenting processes and the ability to provide exemplary customer service in a case management system Demonstrated accuracy in data entry and the ability to maintain attention to detail The ability to work in various systems including but not limited to: Jira, PeopleSoft, Banner, SharePoint, Teams, or other similar data management programs

Inquiries regarding this position can be directed to Joanna Schock at (306) 966-7438 or joanna.schock@usask.ca.