Intermediate Technician, User Engagement - Part-Time

University of Ottawa; Ottawa; On-site; CAD 69,000 - 87,000; Part time

Benefits offered by this job

Defined benefit pension

Group insurance

Employee and family assistance program

Job summary

The University of Ottawa is seeking a part-time User Engagement Coordinator for the Library and Archives. The role focuses on front-line customer service, coordinating files and projects, and providing IT support for library services to diverse users.

Responsibilities include organizing training sessions, guiding access to catalog and databases, and collaborating with librarians to ensure excellent service.

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.
• 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.

Responsibilities

• Coordinate files, services or projects with objectives, milestones, and budget considerations.
• Provide IT support and guide users to library databases and resources.
• Act as a systems expert for library access technologies and policies.
• Organize and deliver orientation sessions and training on resources and tools.
• Maintain safe, well‑being focused environment and troubleshoot printing/scanning issues.
• Contribute to initiatives to enhance the student experience and assist special projects.

Skills

Customer service

File coordination

Bilingualism (French & English)

Library systems

IT and data handling

Education

Post-secondary education in a relevant field

Tools

uoCampus

Integrated Library System

Job description

Posting Reason: Replacement of a temporary position. Job Type: Employee. Anticipated Duration in Months (for contracts and temporary assignments): 7. Job Family: Library and Archives. # of Open Positions: 1. Faculty/Service - Department: User Engagement Coordination. Campus: Main Campus, Roger Guindon Hall. Union Affiliation: N/A.

Date Posted (YYYY/MM/DD): 2026/08/28. Applications must be received BEFORE (YYYY/MM/DD): 2026/09/08.

Hours per week: 23. Salary Grade: Non-Union Grade NC5 - 35 hrs. Salary Range: $69,393.00 - $86,741.00.

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.

• 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 (e.g. Chercher+), tools (e.g. Mendeley), Library services and policies.
• 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

• 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.
• 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.

Schedule: Part-time schedule of 23 hours per week. The schedule will contain weekends, evenings and public holidays. Location: The incumbent may be asked to work on the Main campus, the Roger-Guindon building or Lees campus.

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.

Prior to May1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy129 – Covid-19 Vaccination. This policy was suspended effective May1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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.