Information and Technical Support Specialist

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Posting Information:
This posting is for an existing vacancy.

The internal posting deadline for this position is April 30 2026 at 11:59PM.

This position is contingent on funding

Job Description:

Primary Purpose

The Information and Technical Support Specialist will assist the Manager Information Systems and Integration to generate data and analytics for the Food Services department. Their responsibilities include overseeing use of the departments business solutions software and its hardware applications ensuring accurate and useful frontline reporting facilitating the flow of financial and analytical information crucial to workflow and furnishing key insights to aid in business decisions and analysis.

Key Accountabilities

Data Maintenance and Reporting for Analysis

Leverages Food Services and the Universitys integrated systems to extract analyze and interpret relevant data ensuring accurate and timely information is available for operational efficiency.

Assists in extracting examine and model data sets to create custom reports. This includes developing reports designed for managers for menu engineering and product and pricing committees.

Compiles and maintains data and statistics as it relates to Food Services key performance indicators.

Reviews analyzes and maintains system information to ensure current product and pricing information is accurate within multiple platforms. Create summary reports for managers and support bi-annual price changes for the department.

Assists in reconciling multiple Food Services accounts against product transactions and inventory balances on a monthly termly and yearly basis.

Assists in developing efficiencies in data integration and dashboarding.

Assists management in maintaining the integrity of Food Services data within Food Services various systems. Periodically review user access and submit requests for changes or deactivations.

Maintains records on the POS systems including but not limited to assessing debit/credit terminals registers WATcard terminals and other department technologies. Keep up to date records on serial numbers IP addresses etc. related to this equipment.

Support for Systems and Information

Oversight of operational systems to support data and financial processes of information.

Facilitates the flow of information from our internal systems to the University Waterloo finance system.

Primary contact between internal department users and all external IT vendor support partnerships including but not limited to franchises software support and hardware providers.

Supports Food Services staff and UW Campus Partners to investigate and resolve department IT-related questions or issues. Support Students Staff and external guests to resolve invoicing or transactional issues refunds and payments for services.

Support staff to resolve issues or troubleshoot issues with systems data and hardware and financial processes between systems including but not limited to account allocations e-commerce and third-party payment mechanisms to ensure functionality and efficiencies of data flow and financial integrity following university guidelines.

Assist new staff with any technical aspects of onboarding including Watcard applications and key control.

Support the UWFS general email inbox and ticketing queue to resolve inquiries issues or requests.

Manage direct support inquiries to diagnose clarify and resolve promptly.

Advise on best business practices where appropriate act with integrity and uphold the values of the department.

Develop and maintain process documentation for the UWFS finance and information systems processes. Provide training as required.

Technical Systems Support

Provides technical support consultation and training to the staff using IT applications and technology resources related to UWFS systems and hardware.

Develops and maintains relationships with key contacts in other departments on campus; ie. Watcard IST.

Provides guidance and training on UWFS software systems including but not limited to P.O.S. and backend data bases event and catering software. This includes developing documentation of technical processes for internal use and for end users

Provides guidance and training on UW systems.

Tests and maintains department technology including support for the core Food Services operating systems and software.

Maintains the data integrity framework within P.O.S. and backend data bases event and catering software and other business systems.

Develops and maintains a strong working relationship with key stakeholders (IST WATCard external IT support partners etc.) based on a deep understanding of UWFS business and technical needs.

Maintains and manages all product and pricing databases including P.O.S. configuration processes.

Manages vendor relationship with all system providers (external and internal) including supporting scheduled systems updates implementing new system improvements from vendor to end user creation of training and supporting documentation for system users and assisting in developing and initiating all user requests to our systems vendor any product improvements for development.

Other administrative duties and projects as required

Required Qualifications

Education

University degree or college diploma or equivalent work-related experience. Post-secondary education with a focus in computer science and/or accounting.

Experience

2-3 Years of systems experience specific to accounting inventory and data analysis with a keen understanding of processes information flow and customer service.

Working knowledge of generally accepted accounting principles.

Prior work experience in a university environment would be an asset.

Significant experience working with software associated with data and report management

Experience providing technical support in a business environment

Knowledge/Skills/Abilities

Intermediate Excel skills and a high proficiency in Microsoft Office applications.

Understanding of accounting principles and how they are applied within systems in a business setting

Previous experience in UWs Financial Systems would be an asset

Good understanding of systems networking and hardware applications

Accuracy and attention to detail proven analytical and problem-solving skills.

Strong interpersonal and customer service skills

Organizational and communication skills

Able to work in a fast-paced environment.

A Valid G License is required

Equity Statement

The University of Waterloo acknowledges that much of our work takes place on the traditional territory of the Neutral Anishinaabeg and Haudenosaunee peoples. Our main campus is situated on the Haldimand Tract the land granted to the Six Nations that includes six miles on each side of the Grand River. Our active work toward reconciliation takes place across our campuses through research learning teaching and community building and is coordinated within the Office of Indigenous Relations.

The University values the diverse and intersectional identities of its students faculty and staff. The University regards equity and diversity as an integral part of academic excellence and is committed to accessibility for all employees. The University of Waterloo seeks applicants who embrace our values of equity anti-racism and inclusion. As such we encourage applications from candidates who have been historically disadvantaged and marginalized including applicants who identify as First Nations Métis and/or Inuk (Inuit) Black racialized a person with a disability women and/or 2SLGBTQ.

Positions are open to qualified candidates who are legally entitled to work in Canada.

The University of Waterloo is committed to accessibility for persons with disabilities. If you have any application interview or workplace accommodation requests please contact Human Resources or ext. 45935.