Student Experience Operations and Systems Associate

Vancouver Island University; Nanaimo; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Well-being initiatives and services

Strategic discounts

Flexible work opportunities

Comprehensive benefits plan

Job summary

Vancouver Island University (VIU) in Nanaimo is seeking a Student Experience Operations and Systems Associate to support CEL programs, systems, and events. You will handle front-line service, data management, and process coordination across multiple portfolios, while contributing to reporting and continuous improvement.

The role requires strong administrative judgment, attention to detail, and the ability to navigate complex digital systems in a fast-paced environment.

Qualifications

• Bachelor's degree in a relevant field and at least three years of related experience.
• Proficiency with digital workflow systems, CRM, databases, and cloud tools.
• Strong organizational and time-management abilities with attention to detail.
• Experience delivering inclusive, student-centred service across diverse stakeholders.
• Excellent written and verbal communication skills; able to prepare resources and communications.
• Ability to learn new technologies and contribute to process improvement.

Responsibilities

• Provide front-line service and guidance to students, faculty, staff, and employers on CEL programs and systems.
• Coordinate operational processes and event logistics; support registrations and room bookings.
• Maintain program records and generate reports; monitor metrics and participate in analyses.
• Support equity-oriented practices in processes and contribute to continuous improvement.

Skills

Digital workflows

CRM platforms

Relational databases

Cloud-based tools

Administrative skills

Coordination

Time management

Attention to detail

Customer service orientation

Written and verbal communication

Problem solving

Education

Bachelor's degree

Tools

Orbis/Experience Hub

Experience Hub

Job description

Duties:

The Student Experience Operations and Systems Associate provides administrative, systems, and program coordination support for the programs and services within the Centre for Experiential Learning (CEL). Operating in a fast-paced, multi-portfolio environment and reporting to the Director, Centre for Experiential Learning and Student Engagement the Associate provides front-line support, maintains program and system data, coordinates operational processes, supports event logistics, and contributes to reporting, process improvement, and service excellence. The position contributes to the effective delivery of experiential learning, student employment, career development, and student engagement initiatives through the administration of digital systems, coordination of operational processes, and support of departmental programs and events. The role requires sound administrative judgment, exceptional attention to detail, strong organizational skills, and the ability to learn and navigate complex digital systems.

The Associate regularly communicates and collaborates with students, faculty, Deans, employers, the Registrar's Office, Financial Aid and Awards, Human Resources/Payroll, and community partners. The position requires the ability to manage multiple priorities, respond to frequent interruptions, and provide inclusive, student-centred service to a diverse range of stakeholders. Occasional evening and weekend work may be required to support departmental events and activities such as Career Fairs, Orientation, and other student engagement initiatives.

Program and Service Delivery

• Provides front-line service and guidance to students, faculty, staff, and employers regarding CEL programs, workflows, and systems; resolves routine inquiries, escalates complex issues, and identifies opportunities for continuous improvement.
• Provides operational and logistical support for departmental programs and events, including registrations, room bookings, materials preparation, student work-op hiring, and related administrative activities.
• Supports equity-oriented and accessible practices in departmental processes.

Systems and Workflow Administration

• Administers and maintains workflows for departmental programs, such as WIL processes, Experience Hub, and the Student Work-Op Program, ensuring consistency and alignment with institutional and quality assurance standards. May independently oversee certain workflows and administer others under the guidance of CEL staff.
• Assists with testing, implementing, and troubleshooting updates related to departmental systems under the direction of the Systems Administrator.

Records, Reporting, and Resources

• Maintains, verifies, and updates program records and data to ensure accuracy and compliance with reporting requirements.
• Monitors program statistics, funding allocations, and participation metrics and assists in generating reports and analyses for department leaders.
• Creates and updates forms, templates, communication tools, web content, and other departmental resources.

Required Qualifications:

Bachelor's degree in a relevant field and a minimum of three years of related administrative, operations, systems, or program support experience; an equivalent combination of education and experience may be considered.

• Demonstrated proficiency working with digital workflow systems, CRM platforms, relational databases, cloud-based service tools, or comparable technologies.
• Strong administrative, coordination, organizational, and time-management skills, with the ability to manage multiple priorities and competing deadlines in a fast-paced, high-volume environment.
• Experience maintaining accurate records, monitoring data, and supporting reporting processes with a high degree of attention to detail.
• Experience providing inclusive, student-centred, front-line service to diverse populations, combined with a strong customer-service orientation.
• Excellent written and verbal communication skills, with the ability to prepare documents, resources, and communications for a variety of audiences.
• Strong problem-solving skills, sound judgment, and the ability to work independently while collaborating effectively with colleagues and stakeholders. Demonstrated ability to learn new technologies, adapt to evolving systems and processes, and contribute to continuous improvement initiatives.

Preferred Qualifications:

• Experience with Orbis/Experience Hub or comparable systems.
• Experience in student employment, experiential learning, co-operative education, or career services.
• Experience working within a post-secondary institution or equivalent complex environment.
• Experience with data reporting, analysis, and documentation.

VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities.

Note:

• Short-listed candidates must provide original transcripts, or applicable original certifications at time of interview.
• Vancouver Island University (VIU) is collectively committed to building and sustaining a diverse and inclusive working and learning environment for faculty, staff, and students. In our journey towards greater diversity, we invite applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, persons of all gender identities and sexual orientations who bring value to the VIU community through their lived experiences. We encourage members of all equity-seeking groups to self-identify within their application cover letter. When a candidate voluntarily discloses this information in their cover letter, the information will be used only for the fulfillment of the career opportunity. Disclosure and/or self-identification with an equity-seeking group will not lead to advantageous treatment of a candidate who is not qualified.