Officer (Registry Systems and Operations) - Academic Registry

Hong Kong University of Science and Technology (HKUST); Hong Kong; On-site; HKD 260,000 - 380,000; Full time

Benefits offered by this job

Annual leave

Medical benefits

Dental benefits

Gratuity on contract completion

Job summary

The Hong Kong University of Science and Technology (HKUST) Academic Registry invites applications for a role within the Registry Systems and Operations team. The appointee will support day-to-day IT operations, assist in system implementations, and deliver high-quality service to the academic community.

Responsibilities cover frontline user support, classroom operations, UAT, documentation, and process improvements, with duties extending to weekends as required on campus or off-site locations

Qualifications

• Bachelor’s degree with at least 2 years of relevant work experience.
• Proficiency in Microsoft Office / Microsoft 365 applications.
• Strong organizational, analytical and problem-solving skills.
• Excellent verbal and written English and Chinese (Cantonese and Putonghua).
• Experience in information systems support or service operations.
• Experience in system testing / UAT or project implementation is a plus.
• Familiarity with service-desk / ticketing systems and documentation.
• Experience in Registry / Student Information Systems or AV/classroom tech is advantageous.

Responsibilities

• Providing administrative, operational and technical support for RSO-supported systems, services, classrooms and other assigned facilities.
• Handling user enquiries and service requests and providing frontline support to faculty, staff and students.
• Supporting classroom and venue operations, including bookings, access arrangements, event setup and on-site technical support.
• Participating in system implementation, enhancement and release activities, including UAT, test case preparation, issue documentation and release verification.
• Supporting service-desk operations, issue tracking, follow-up and escalation of system and operational matters.
• Preparing and maintaining operational procedures, user guides, support records and other service documentation.
• Liaising with Academic Registry teams, Central IT, external vendors, contractors and service providers on system, service, facility and operational matters.
• Supporting service and process improvement initiatives and performing other duties as assigned.

Skills

Office365 proficiency

Analytical thinking

Organizational skills

Interpersonal skills

English and Chinese communication

User support experience

Service-desk / ticketing familiarity

UAT / system testing familiarity

AV / classroom technology familiarity

Education

Bachelor's degree

Tools

Ticketing systems

Job description

Department: Academic Registry

Job Posting Details

The Academic Registry is seeking a motivated and service-oriented professional to join our dynamic Registry Systems and Operations (RSO) team. The successful candidate will play a pivotal role in supporting day-to-day IT operations, ensuring smooth system implementations, and delivering high-quality service to our academic community.

Key Responsibilities

The appointee will be responsible for:

• Providing administrative, operational and technical support for RSO-supported systems, services, classrooms and other assigned facilities;
• Handling user enquiries and service requests and providing frontline support to faculty, staff and students;
• Supporting classroom and venue operations, including bookings, access arrangements, event setup and on-site technical support;
• Participating in system implementation, enhancement and release activities, including User Acceptance Testing (UAT), preparation of test cases, documentation of issues and user feedback, and release verification;
• Supporting service-desk operations, issue tracking, follow-up and escalation of system and operational matters;
• Preparing and maintaining operational procedures, user guides, support records and other service documentation;
• Liaising with Academic Registry teams, Central IT, external vendors, contractors and service providers on system, service, facility and operational matters; and
• Supporting service and process improvement initiatives and performing other duties as assigned.

Requirements and Key Qualifications

• A bachelor’s degree with at least 2 years of relevant work experience;
• Good computer literacy and proficiency in Microsoft Office / Microsoft 365 applications;
• Good organizational, analytical and problem-solving skills, with the ability to manage multiple tasks independently;
• Good interpersonal and communication skills, with a collaborative, responsible and service-oriented approach;
• Good command of written and spoken English and Chinese, including Cantonese and Putonghua;
• Experience in information systems support, service operations, user support, administrative workflows or related areas;
• Experience in system testing (or UAT), preparation of test cases, issue documentation and/or system implementation would be an advantage;
• Familiarity with service-desk/ticketing systems and preparation of operating procedures, user guides or other service documentation would be desirable; and
• Experience in institutional Registry/Student Information Systems, vendor coordination, AV/classroom technology or event-support operations would be an advantage.

The successful candidate will work outside normal office hours, including weekends, and at the main campus or other designated off-campus locations as operational needs arise. (Duration: 2 years)

Starting salary will be commensurate with qualifications and experience. Fringe benefits including annual leave, medical and dental benefits will be provided. A gratuity will be payable upon successful completion of contract.

HKUST is an equal opportunities employer and is committed to our core values of inclusiveness, diversity, and respect.