Systems Support Representative

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

Job summary

A leading academic institution in Toronto is seeking a Systems Support Representative. The role involves providing technical support and training for various academic systems. The ideal candidate has a Bachelor’s degree and four years of related experience, with strong SQL reporting skills. The position offers competitive compensation and a collaborative work environment.

Qualifications

• Bachelor’s degree or an acceptable combination of equivalent experience.
• Minimum four years related experience, preferably in graduate studies admissions.
• Strong understanding of relational database systems.

Responsibilities

• Troubleshoot technical issues and configure system applications.
• Train end-users on the use of supported IT systems.
• Generate reports and maintain database accuracy.

Skills

SQL reporting

Technical support

Customer service

Data analysis

Attention to detail

Education

Bachelor’s degree or equivalent experience

Tools

Microsoft 365 products

Technolutions Slate

Job description

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Date Posted: 11/28/2025
Req ID: 46228
Faculty/Division: School of Graduate Studies
Department: School of Graduate Studies
Campus:St. George (Downtown Toronto)
Position Number: 00058927

Description

About Us

The School of Graduate Studies (SGS) promotes University-wide inclusive excellence in graduate education, research and professional training to ensure high standards across the various academic divisions, as well as supporting postdoctoral fellows. SGS defines and administers University-wide regulations for graduate education. We share responsibility for graduate education with graduate units and divisions and operates through a system of collegial governance, consultation, and de‑canal leadership.

SGS also provides expertise and advice; reviews the design and delivery of programs; develops performance standards; supports access, equitable inclusion, fairness, and ethical conduct in graduate education; organizes services and financial assistance to graduate students; encourages a close and positive relationship between research and graduate instruction and represents the cause of graduate education at the University of Toronto and in the broader academic and general community.

Under the general direction of the Associate Director, Systems and Reporting, the Systems Support Representative (SSR) plays an important role in supporting the School of Graduate Studies (SGS) and graduate units by providing frontline technical support and training to staff and faculty using SGS‑managed applications and institutional systems such as ROSI (Repository of Student Information), GradApp (Slate), Graduate Portal, and eMarks. This includes troubleshooting issues, guiding users through processes, executing assigned tasks according to an annual production calendar, configuring system features and applications, and promoting best practices to ensure data accuracy and efficiency. The SSR is responsible for managing user access rights for SGS applications and databases, processing requests for graduate record access in ROSI, and maintaining database accuracy by building queries, preparing datasets, and generating reports for operational and decision‑making needs.

The role also supports administrative processes by resolving application issues and assisting with system enhancements and configurations. The incumbent will also develop and execute database testing plans, scenarios, and environments to ensure solutions meet business requirements, as well as create and maintain clear support documentation and training materials for stakeholders. The SSR contributes to data integrity, system functionality, and user confidence by delivering responsive and knowledgeable help desk services.

• Troubleshooting and resolving technical issues. Configuring system features and applications.
• Training end‑users on procedures and the use of supported IT systems. Applying established standards when providing access to new users.
• Executing assigned tasks according to production schedules and project plans.
• Running queries to gather data. Generating reports. Handling sensitive and/or confidential information.
• Planning and implementing components of IT related projects. Maintaining information on digital platforms.
• Performing technical processes that require great precision and attention to many details.
• Serving as a resource on specific issues to a group of specialists. Creating and editing support documentation.
• Analyzing service delivery and/or internal processes and recommending improvements.

Essential Qualifications

• Bachelor’s degree or an acceptable combination of equivalent experience.
• Minimum four (4) years of related experience, preferably in the areas of graduate studies admissions and registration, information technology, SQL reporting, and system configuration/design.
• Strong understanding of relational database systems, preferably with student information systems and University of Toronto platforms such as ROSI (Repository of Student Information), Degree Explorer, eMarks, and other records applications.
• Proficiency in writing SQL queries and generating complex reports for operational and decision‑making purposes.
• Working knowledge of the graduate student lifecycle and related business processes. Ability to work effectively with a wide range of academic and administrative staff, as well as applicants and students.
• Ability to provide accurate process guidance, training, and data advice to diverse stakeholders.
• Experience with Technolutions Slate or similar CRM platforms.
• Advanced skills in Microsoft 365 products (MS Word, Excel, Outlook, Forms, Lists) and familiarity with Microsoft Power Platform tools (Power Automate, Power BI).
• Customer‑focused mindset with a proactive approach to resolving issues and improving user experience.
• Proven record of being professional, flexible and creative, with the ability to work independently as well as part of a team, and with the capacity to produce results with minimal direction.
• Strong problem‑solving skills, attention to detail, and the ability to communicate technical information effectively to non‑technical users.
• Demonstrated ability to work well under pressure and make sound judgements while managing competing priorities and meeting established deadlines.

Assets (Nonessential)

• Experience with data analysis and data modeling.

To be successful in this role you will be

Closing Date: 12/12/2025, 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: Student Services
Recruiter: Blythe Campbell

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.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community.
Westrongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [e-mail] .