Academic Support Officer

Uowdubai; Dubai; On-site; AED 120,000 - 180,000; Full time

Benefits offered by this job

Comprehensive medical insurance

Tuition discounts

25 working days' annual leave

Professional development opportunities

Professional development

Inclusive work environment

Job summary

A university support center in Dubai is seeking an Academic Support Officer to assist students with academic planning and resources. This role involves providing guidance on academic challenges and promoting student success through various programs. Applicants should have a Master's degree and previous experience in student support. Benefits include comprehensive medical insurance, tuition discounts, and 25 annual leave days.

Qualifications

• Previous student support or customer service experience within a university environment.
• Experience in tracking and reporting on student cases and service requests.
• Innovative and proactive mindset.
• Proficiency with ServiceNow, Microsoft Office, Moodle, and related platforms.
• Ability to track and report on student cases and requests.
• High accuracy, empathy, and strong ethical standards.
• Culturally diverse appreciation and confidentiality.

Responsibilities

• Support students in planning their academic journey using degree planners.
• Monitor student progression and support mentees in developing goals.
• Maintain accurate records for quality assurance and reporting.
• Monitor student progression and support goal development.
• Maintain accurate case notes and reporting.
• Support ASC projects, onboarding, and workshops.
• Uphold CARE framework: courtesy, analytical, empathetic, responsive.

Skills

Strong communication skills

Fluency in English

Attention to detail

Critical thinking

Problem-solving

Education

Master’s degree in a relevant field

Tools

ServiceNow

Microsoft Office

Moodle

Job description

The Academic Success Centre at UOWD is dedicated to empowering students throughout their academic journey by providing high-impact advising, skill-building workshops, progression monitoring, and personalised support. The ASC operates on the CARE framework—Courtesy, Analytical, Responsive, Empathy—ensuring every student receives high‑quality, compassionate, and timely support. The team collaborates closely with academic departments, student services, and university leadership to enhance the overall student experience and promote academic excellence.

About the Role

The Academic Success Centre is seeking a dedicated and student-focused Academic Support Officer (ASO) to play a vital role in supporting student success across the university. This position is ideal for individuals who are passionate about helping students navigate their academic journeys and thrive both personally and academically.

The ASO provides Tier 2 guided academic support, assisting students with academic planning, degree progression, referrals to campus resources, and intervention for at‑risk cases. The role also supports key ASC projects, workshops, and university-wide student lifecycle activities. Working within the ASC's CARE framework—Courtesy, Analytical, Responsive, Empathy—you will contribute to a culture of excellence, student empowerment, and institutional integrity.

Key Responsibilities

• Academic Guidance & Student Coaching:
  • Support students in planning their academic journey using degree planners and aligned academic pathways.
  • Provide clear guidance on academic procedures, policies, systems, and subject selection.
  • Assist students in resolving academic challenges in collaboration with academic departments.
  • Ensure high accuracy in advising, responsive communication, and student care.
• Supporting Student Success & Retention:
  • Refer students to appropriate university resources, including tutoring, wellbeing support, and career services.
  • Identify and refer at‑risk cases for timely intervention.
  • Monitor student progression and support mentees in developing and tracking academic and personal goals.
  • Maintain a student‑centered approach with high standards of courtesy, empathy, and professionalism.
  • Support ASC projects related to onboarding, progression reviews, and assessment improvements.
  • Develop, deliver, and report on ASC workshops that build academic skills and awareness.
  • Provide administrative and coordination support to ASC leadership and committees.
• Operational & Administrative Support:
  • Maintain accurate records, documentation, and case notes for quality assurance and reporting.
  • Support key student lifecycle activities such as orientation, enrolment, examinations, and graduation.
  • Execute duties in alignment with ASC SOPs, academic regulations, and service standards.

Qualifications & Experience

• Master’s degree in a relevant field.
• Strong communication skills and fluency in English.
• Previous student support or customer service experience within a university environment.
• Proficiency in systems such as ServiceNow, Microsoft Office, Moodle, and other student support platforms.
• Experience in tracking and reporting on student cases and service requests.
• A high level of accuracy, attention to detail, and empathy.
• Innovative and proactive mindset.
• Critical thinking and problem‑solving.
• Strong ethics and confidentiality.
• Appreciation for cultural diversity.

Why Join Us?

At the Academic Success Centre, you will be part of a supportive and collaborative team committed to transforming the student experience. You will have the opportunity to:

• Make a meaningful impact on student success and wellbeing.
• Develop your skills in academic advising, case management, and student development.
• Contribute to institutional initiatives, projects, and quality enhancements.
• Work in a dynamic environment guided by student‑centered values.

Employee Benefits

• Comprehensive medical insurance for self and eligible dependents.
• Tuition discounts for staff and eligible dependents.
• 25 working days' annual leave and public holidays.
• End‑of‑service benefits and gratuity in line with UAE Labor Law and institutional policy.
• Professional development and learning opportunities.
• Supportive and inclusive work environment.

UOWD is an equal opportunity employer that attracts, develops, motivates, empowers, and retains a diverse workforce.

Note: you will be required to attach the following: