Systems Support Analyst, Experiential Learning

University of Toronto; Toronto; On-site; CAD 81,000 - 104,000; Full time

Job summary

A leading educational institution in Toronto is seeking a Systems Support Analyst to enhance the student experience through technology solutions. You'll collaborate with stakeholders to implement and support systems like Symplicity UniHub. The ideal candidate has a Bachelor's degree, extensive experience with Higher Education systems, and strong SQL skills. This full-time role offers competitive compensation and benefits.

Benefits

Competitive Salary

Comprehensive Benefits

Qualifications

• Minimum four years with configurable Higher Education systems.
• Experience in training users and producing documentation.
• Proficiency in SQL for data provisioning and reporting.

Responsibilities

• Collecting information from clients to assess IT needs.
• Analyzing and documenting business requirements.
• Configuring system features and applications.

Skills

Business analysis practices and tools

Client service skills

Problem-solving

Analytical skills

Communication skills

Education

Bachelor's Degree or equivalent experience

Tools

SQL

MS Excel

MS Visio

Job description

Date Posted: 10/07/2025
Req ID: 45421
Faculty/Division: VP & Provost
Department: Office of Vice President & Provost
Campus: St. George (Downtown Toronto)
Position Number: 00055495

Description:

About us:

The Office of the Vice-Provost, Innovations in Undergraduate Education (OVPIUE) supports institutional initiatives that enhance the educational experience of students at the University of Toronto. The OVPIUE is one in a range of Vice-Provostial offices that support the University’s Vice-President & Provost oversee and facilitate the academic activities of the Tri-Campus academic divisions. OVPIUE directly administers, advises, or partners on a number of critical institutional programs and services including, but not limited to:

• Institutional initiatives relating to experiential learning and undergraduate research such as the Forum on Experiential Learning (FEL) and the Experiential Learning Hub website;
• Institutional teaching awards and grants;
• Enterprise-level educational technology systems, platforms, and projects (Learning Management Systems, experiential and career learning, learning analytics, student academic analytics, student advising service);
• Engagement with external organizations on teaching and learning-related matters (inter-institutional transfer agreements, government grants and performance-based funding reporting requirements, online learning platforms).

Your opportunity:

Under the general direction of the Director, Innovations in Undergraduate Education and supervised by the Systems and Product Lead, Experiential Learning, you will be part of a dynamic, collaborative and innovative team implementing, configuring, and supporting technology solutions that enhance the student experience and support career and student services, case management systems, the University’s Co-Curricular Record and experiential learning programming.

The University of Toronto has implemented an enterprise Symplicity application, UniHub, to support shared-service units and academic divisions in transforming the student experience related to experiential learning, career service supports, student services and the Co-Curricular Record. This innovative solution will streamline the student and staff experience, ensure consistent and transparent service delivery, support a seamless and engaging student experience, and increase administrative efficiencies. The system also has the potential to integrate with other Symplicity products at the University, including Accommodate, Advocate and CSM, as well as existing enterprise student systems.

As the Systems Support Analyst, Experiential Learning, you will play a critical role in the implementation, support and enhancement of the Symplicity UniHub platform. In addition to your work with UniHub, you will leverage your expertise in Symplicity Advocate and Accommodate to configure, troubleshoot, and optimize the systems to align with institutional needs and ensure compliance with reporting requirements. You will draw upon your technical knowledge, including proficiency with SQL for data provisioning, reporting, and automation, as well as your strong understanding of student, staff, and faculty data requirements to define and support integrations across platforms.

You will collaborate closely with stakeholders across academic divisions and shared-service units to gather business requirements and translate them into effective processes and workflows. This requires having an understanding of how shared service units support student accommodations and manage student conduct cases, and working directly with staff in those areas to ensure that technology solutions reflect and enhance service delivery.

Your responsibilities will include:

• Collecting information from clients to assess IT needs
• Analyzing and documenting business requirements
• Writing system feature documentation
• Planning the implementation of new business system processes
• Configuring system features and applications
• Liaising with technical specialists to resolve end-user issues
• Training end-users on procedures and the use of supported IT systems
• Analyzing existing service and process procedures and recommending changes

Essential Qualifications:

• Bachelor's Degree or acceptable combination of equivalent experience.
• Minimum four years working with enterprise level configurable Higher Education systems (e.g., Learning Management Systems, etc.)
• Experience with the use of business analysis practices and tools (e.g., MS Excel including Pivot Tables, MS Visio)
• Experience supporting users of business applications
• Experience in training users and producing user documentation
• Experience configuring system features and applications
• Experience in writing and executing queries in SQL
• Experience maintaining and troubleshooting database and web servers
• Experience with project management, capable of supporting large-scale project milestones and independently planning and leading small-scale projects.
• Experience with vendor collaboration, and with implementation managers from external vendors to ensure system requirements and requests are aligned with business objectives.
• Expertise in Symplicity Advocate and Accommodate: Proven ability to configure, troubleshoot, and optimize the system to align with business needs and ensure compliance with data reporting requirements.
• Data Integration and Provisioning: Strong understanding of student, staff, and faculty data requirements, with the ability to define and support data provisioning for system integrations.
• SQL Proficiency: Ability to read and write SQL queries for data provisioning, reporting, and automation purposes.
• Strong communication skills, able to present requirements, concepts and procedures
• Demonstrated superior client service skills
• Strong analytical skills, able to interpret business requirements and articulate them into models and concepts
• Superior communication (oral and written) skills
• Excellent interpersonal and client service skills
• Strong organizational and time management/prioritization skills

Assets (Nonessential):

• Familiarity with Sharepoint and Wordpress
• Familiarity with Service Now or other service support and ticketing applications
• Familiarity with Jira or other project and task management applications
• Familiarity with Agile development practices
• Understanding of the evolving nature of higher education
• Understanding of registration, enrolment, course management and the student services landscape and processes
• Familiarity with ROSI

To be successful in this role you will be:

• Accountable
• Articulate
• Communicator
• Organized
• Problem solver
• Team player

Closing Date: 10/17/2025, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 12 -- $81,312. with an annual step progression to a maximum of $103,986. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.