Intermediate Technician, User Engagement

University of Ottawa; Ottawa; Hybrid; CAD 68,000 - 86,000; Full time

Job summary

University of Ottawa Library is seeking a Front-Line Services Coordinator for a 15-month temporary position to support library users across multiple campuses. You will coordinate front-line services, provide training, and promote effective use of library resources, while delivering excellent customer service in a bilingual environment.

Responsibilities include project coordination, IT support with library systems, and organizing orientation sessions to help students and staff access Omni (Primo

Qualifications

• Post-secondary education in a relevant field or equivalent professional experience.
• At least 3 years experience in customer service.
• At least one year experience in file coordination.

Responsibilities

• Manage files, services or projects with defined objectives, priorities, schedule and budget.
• Provide technical information on library services and guide users in using catalogs, databases and guides.
• Act as an expert on library systems and software to assist users with access and circulation policies.
• Organize and deliver orientation sessions and workshops for resources like discovery tool Omni/Primo VE and citation managers such as Mendeley.
• Ensure a safe working environment and liaise with Protection and Housekeeping teams; troubleshoot printing, photocopying and scanning problems.
• Participate in development and execution of initiatives to enhance the student experience and support library projects.

Skills

Customer service

Coordination

Bilingual French/English

Office software

Education

Post-secondary education or equivalent experience

Tools

Integrated library system

uoCampus

Omni (Primo VE)

Job description

Follow us on LinkedIn Posting Reason: Replacement of a temporary position Job Type: Employee Anticipated Duration in Months (for contracts and temporary assignments): 15 Job Family: Library and Archives # of Open Positions: 2 Faculty/Service - Department: On-Site Team Campus: Fauteux Hall, Main Campus, Morisset Hall, Roger Guindon Hall Union Affiliation: SSUO Date Posted (YYYY/MM/DD): 2026/08/20 Applications must be received BEFORE (YYYY/MM/DD): 2026/08/30 Hours per week: 35 Salary Grade: SSUO Grade 08 Salary Range: $68,149.00 - $86,083.00

About the Library

In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment. The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty and employees of the University.

Purpose of the position

The person in this position coordinates front-line services offered at the Library by monitoring and providing a service of assistance, information and training to Library users (students, faculty members, researchers and external users) while adhering to a uniform approach that meets the criteria of excellence in customer service. It contributes to the documentary training of students in order to facilitate and reinforce their optimal use of library resources and to promote the success of their work.

Responsibilities

1. Responsible for files, services or project coordination, as assigned. Establish objectives and priorities for files, the schedule, milestones, resources and budget required to complete recurring and one-time projects. Typical projects include functional supervision of employees and students, coordination of donations, validation of service quality, management of specialized equipment such as 3d printers, chat services, and one-time service improvement projects. Develop planning and data collection tools needed to set up, analyze and evaluate projects. The number of projects assigned will depend on their complexity and the level of involvement required.
2. Provide technical expertise by providing users with information on library services and guiding them in their use of the computerized catalog, databases and research guides to foster a better understanding of the Library's resources. Work closely with librarians to transfer requests within their areas of responsibility. Handle customers in a professional manner. Provide IT support to Library customers (Library account, Wifi, etc.) in collaboration with the University's IT department. Respond to inquiries related to University Faculties and Services in order to provide an efficient liaison service.
3. Act as an expert on systems and software related to collection access, such as the integrated library system, point-of-sale terminals, self-borrowing devices, and the interlibrary loan system, to assist users with problems. Explain to users the status of their files and provide information on circulation policies and procedures.
4. Organize and deliver orientation sessions and workshops to raise awareness of specialized resources such as the Library's discovery tool, Omni (Primo VE), citation management software, e.g., Mendeley, etc.
5. Act as the person responsible for the working environment and well-being of Library users. Notify responsible areas of problems, breakdowns or defects. Establish and maintain close links with the Protection Department and the Housekeeping team to ensure a safe and pleasant working and study environment for all. Provide a liaison and troubleshooting service for printing, photocopying and scanning problems.
6. Organize and participate in the development and implementation of initiatives to enhance the student experience. Get involved and support special Library projects and activities, such as back-to-school open houses, to promote and inform users of the Library's collections and services. Contribute their expertise to projects other than those for which they are responsible.

What you will bring

Essential qualifications

• Post-secondary education in a relevant field or equivalent professional experience.
• At least 3 years experience in customer service.
• At least one year experience in file coordination.

Key competencies

• Planning skills
• Initiative
• Customer service orientation
• Teamwork and collaboration

Other qualities

• Knowledge of university libraries and the bibliographic elements required for document retrieval.
• Knowledge or experience of managing an integrated library system.
• Knowledge of computer systems and software, including word processing, spreadsheets, databases, presentation software, e-mail and the Internet.
• Proficiency in using the existing student system (uoCampus) to locate information in student records.
• Ability to manipulate and interpret computer data; to calculate, verify and record data accurately and precisely.
• Ability to present to groups in French and English.
• Interpersonal and communication skills with a variety of clientele (students, professors, administrative staff, management, community members), both orally and in writing.
• Analytical skills to identify customer needs, sources of problems and suggested solutions.
• Ability to work on several files simultaneously.
• Ability to work as part of a team.
• Bilingualism - French and English (oral and written)
• Front-line position. Is required to work weekends and some statutory holidays.

Schedule

Schedule 01: - Tuesday to Friday: 11:00 a.m. – 7:0 p.m. - Saturday: 9:45 a.m. – 05:00 p.m.

Schedule 02: - Monday to Thursday 3:15 p.m. – 11:15 p.m. - Sunday: 9:45 a.m. – 05:00 p.m.

Schedule 03: - Monday to Thursday: 11:45 a.m. – 7:30 p.m. - Friday: 12:00 p.m. – 8:15 p.m.

Key Competencies at uOttawa

Here are the required competencies for all or our employees at uOttawa:

• Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
• Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
• Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
• Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [e-mail] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more. If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute. Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts. Start by filtering by Full/Part-time Then filter by Job Type: Academic Term for Part-Time Professor positions Academic Regular for Full-Time Professor positions For Canada Research Chair positions, filter the Academic Regular results by the Job Profile filter for “CRC” Admin Regular or Admin Term for all administrative and support positions, including management and senior leadership roles Student for TA/RA positions and other part-time positions available to students Then filter by Job Category or by Faculty/Service IF you are currently an active employee of the University of Ottawa, please apply using your worker profile in Workday and NOT through this external site. The University of Ottawa is the largest bilingual (English-French) university in the world. Located at the heart of Canada’s capital, we have ready access to the great institutions of our country. Our advances in social sciences, health, engineering, science and the humanities make uOttawa a unique place to learn, grow and excel. The University of Ottawa aspires to employing a staff that fully represents the diversity of Canada's population. As a result, it is committed to employment equity principles and aims to provide an inclusive and barrier-free workplace. The University of Ottawa offers a generous pay and benefits package that includes a competitive salary, a defined benefit pension plan, group insurance coverage and an employee and family assistance program. Explore Our Benefits