Job Description

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POSITION CONTEXT

Work in with Change Management, Training, and other IT service providers to support end-user documentation and communication about new IT services, changes to existing IT services, and incidents regarding services. Design, develop and implement promotional activities/campaigns to increase awareness and best practices in the use of IT services for students, faculty, and administrative staff at McGill. Provide user focused expertise in building communication strategies and plans. Assess and plan documentation, all with attention to the needs of the audience and effectiveness of project development/deployment.

Primary Responsibilities:

•Provide end-user communications and documentation of all services offered by central IT Services.

•Collaborate with other teams throughout the University to assess, plan, and create communications deliverables on IT projects and initiatives for diverse user communities.

•Develop, document and communicate internal procedures to team members. Review and edit documentation of peers.

•Create and maintain content within, McGill’s internal websites and the IT Knowledge Base.

•Provide communications to McGill community regarding system outages, system performance issues, upcoming maintenance downtimes, new IT services, and changes to existing services.

•Design, develop and update IT promotional materials: These include posters, slideshow “campaign” announcements on the IT Services website, display screen messages (graphics and text), information on the IT Services website and on social media to highlight/promote specific services based on awareness campaigns, and special events.

•Create, publish, maintain, and respond to user feedback concerning articles in the IT Knowledge Base.

•Participate in user acceptance testing for new and updated IT systems.

EDUCATION & EXPERIENCE

Education: Undergraduates Degree

Experience: Three (3) years’ related experience

OTHER QUALIFYING SKILLS AND/OR ABILITIES

•Experience: Five (5) years’ related experience.

•Experience in writing technical documentation and procedures. Ability to update and deliver professional materials using a range of standard desktop software packages (the Microsoft 365 suite of applications; Graphic design tools (Canva, Adobe Photoshop, Illustrator) Web publishing tools (HTML, McGill Web Management System); demonstrated capabilities and best practices publishing on social media platforms.

•Strong people skills including empathic verbal communication, patience, and diplomacy. Ability to work independently and with a team, fostering a collaborative environment.

•Strong written language skills in English and preferably French – ability to translate technical content for a non-technical audience.

•Strong technical orientation with ability to adapt and learn new tools/applications quickly in a changing work environment.

•Experience in website/UX design and page layout. Strong attention to details.

•Ability to prioritize tasks to meet deadlines.

•Ability to work flexible hours when required including – evenings/weekends in order to accommodate communication requirements for special projects or events.

•Experience with the following is an asset:

• Instructional design

• Delivery of training or presentations to groups (in person and online)

• Focus group facilitation

• Survey/poll creation

• Photography / graphic design

• Content creation for social media

• ServiceNow

• McGill Web Management System (WMS)

As one of Montreal's Top Employers, here is what we offer:

• Competitive benefits package (Health, Dental, Life Insurance) (if eligible)
• Defined contribution pension plan (with employer contribution up to 10%) (if eligible)
• Group Registered Retirement Savings Plan (RRSP) and Tax Free Savings Account (TFSA)
• Competitive vacation policy
• Two (2) personal days
• Two (2) floating holidays
• Nine (9) "Summer Fridays" - paid days off between the St-Jean Baptiste holiday and Labour Day
• Paid time off over the December holiday period
• Tuition waiver for regular employees and their dependents
• Up to two (2) days of remote work per week where the position permits

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.

Knowledge of English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level # 4 on a scale of 0-4

For a definition of our language proficiency levels, please click here

Minimum Education and Experience:

Bachelor's Degree 3 Years Related Experience /

Annual Salary:

(MPEX Grade 04) $64,770.00 - $80,960.00 - $97,150.00

Job Profile:

MPEX-IST2G - IT Customer Support - Professional 2

Hours per Week:

33.75 (Full time)

Supervisor:

Portfolio Manager IT Communications, Training & Community Engagement

Position End Date (If applicable):

Deadline to Apply:

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, accessibilityrequest.hr@mcgill.ca