Reporting to the Executive Director, Undergraduate Admission and Recruitment, and as a member of the Undergraduate Enrolment leadership team, the Director, Systems and Analytics (‘the Director’) is responsible for the planning, management and sustainment of Queen’s University’s Student Information Systems (SIS) technologies as they relate to undergraduate admission and recruitment, ensuring alignment with the operational mandate, customer service objectives and strategic priorities of Undergraduate Admission and Recruitment. The Director brings a forward-thinking, strategic approach to process improvement, project management, and acts as a subject matter expert in delivering new capabilities, optimizing effectiveness, efficiency, and productivity of (SIS) technologies. Committed to equity, diversity, and inclusion, the Director is responsible for leading a team of technical resource and reporting staff including Technical Resource Assistants and the Research Analyst who support the application systems, reporting and data analysis. The Director is responsible for data integrity and dispute resolution on matters related to these areas.

Using critical thinking and deep knowledge of the subject matter, the Director, Systems and Analytics takes a leadership role in analyzing, interpreting and evaluating business needs, recommends strategies and disseminate information to senior leadership and key stakeholders, and ensure consistent interpretation of information in support of strategic decision making. The incumbent must facilitate and maintain close working relationships with all management personnel and those members of the University community who are involved with the Student Information Systems and reporting.

KEY RESPONSIBILITIES:

• Identify and evaluate opportunities, recommend changes, and offer expert advice to senior management on the development and implementation of technological or business process improvements, system integrations and initiatives in the following PeopleSoft Student functional areas: Admission, Campus Community, Recruitment, Self-Service, and Transfer Credits. Coordinates training in these areas as required.
• Gather requirements, define, and documents functional requirements, business processes and procedures, uses data insights, process knowledge and critical thinking skills to identify and validate process improvement opportunities, develop and track evaluation criteria and recommend appropriate solutions to fulfill requirements. Determine appropriate tactical directions and resource allocations in support of including leading development, implementation and evaluation of new policies, procedures, and processes. Provide expert analysis and correlate data and business processes from multiple sources to provide direction to functional teams and make adjustments as required to support information systems, applications, and business process integration. Provide input to long-term strategic planning, objectives and decision making.
• Manage the monitoring, measurement and review of SIS performance, document and audit current processes, identify gaps and/or redundancies, manage risks effectively, anticipate challenges, investigate issues, and make recommendations for solutions, understanding cross functional impact. Resolve problems to increase efficiency and effectiveness. Coordinate end user consultations and feedback initiatives to assess system acceptance and end user satisfaction.
• Lead multiple projects simultaneously; develop and lead implementation of project and operational plans for IT solutions, enhancements to the SIS, and complementary software, data, and analytics tools, incorporating a well-defined scope, commitment of IT resources and required milestones, ensuring alignment to strategic objectives of the department and unit goals. Schedule, provide input on budget administration and staffing requirements, and ensure deliverables including supporting change management strategies as well as developing any required training.
• Complete an analysis of the enrolment cycle (recruitment, admission, and matriculation) in order to streamline administrative policies and procedures to increase efficiency, effectiveness and productivity.
• Make recommendations to the Executive Director, Undergraduate Admission and Recruitment, and the Directors of Undergraduate Enrolment to improve and enhance the applicant experience.
• Collaborate and consult with the PeopleSoft Sustainment team and provide technical leadership for industry technology research, business solutions, advanced testing and training of the system functions during upgrades and enhancements. Define and direct comprehensive system and process troubleshooting and employ effective strategies to ensure functionality, performance and operating efficiency requirements are met.
• Ensure data accuracy, integrity, and day-to-day operational effectiveness of the Systems and Analytics team.
• Advise and provide expert support on government reporting (Ministry of Training, Colleges, and Universities (MTCU); Statistics Canada, Standard and Poor’s etc.) and oversees annual cycle summaries.
• Manage user access, permissions, and safeguard confidential student records in accordance with University policy and relevant Privacy legislation (FIPPA, PHIPA).
• Promote a culture where a diverse range of ideas and perspectives are incorporated into the decision-making process. Seek out best practices within higher education to improve outcomes.
• Plan, prioritize and manage the work of employees, providing strategic and tactical advice, guidance and coaching. Identify the need for staff resources, participate on staffing committees, and make effective recommendations regarding employee selection.
• Manage performance of direct reports by establishing performance standards, reviewing and evaluating performance and conducting formal performance reviews on an ongoing basis.
• Assess staff training and development needs and ensures that employees receive training required to improve and sustain successful performance.
• Investigate, address, and resolve employee/labour relations issues, including disciplinary matters. Makes decisions or effective recommendations on matters involving possible discipline, discharge and probationary termination.
• Perform key responsibilities in the absence of the Executive Director.
• Represent the portfolio by serving on committees as a representative of the Office of the V-P/Dean as required, participate in discussions on various university-wide issues and policy formulation.
• Other duties as assigned.

SPECIAL SKILLS

• Strong technical and business acumen, ability to adapt and implement new technologies/processes to support the PeopleSoft system, lead technical discussions and identify solutions, conceptualize plans, and provide mentorship and coaching to staff in responding to an array of information system requirements and issues as they relate to the University operation, their Functional Team(s) and the requirements for infrastructure and support.
• Well-developed and proven investigative, analytical, and problem-solving skills to identify and address problems with initiative and horizontal collaboration; focuses on results and desired outcomes and how best to achieve them while maintaining consideration of organizational priorities and objectives.
• Strategic Perspective: experience and knowledge of emerging trends, industry landscape, thinking several steps ahead in deciding the best course of current/future actions; in the development of strategic and operational recommendations; and in recommending policy framework based on analysis of emerging trends.
• Excellent demonstrated interpersonal, listening, written and verbal communication skills, and business relationship building skills to interact with a variety of individuals both within the unit, the university and from outside agencies. Exhibits mutual respect and sensitivity to working with diverse stakeholders, and an ability to interpret and respond to their diverse needs.
• Self-motivated, results-driven; flexibility, initiative, and resourcefulness to work independently at a high level.
• Critical thinking abilities to proactively manage and/or mitigate known risks and identify new issues that could arise. Flexibility, initiative, and resourcefulness to develop creative ideas that provide solutions to a variety of workplace challenges.
• Developing Others: supervisory skills and ability to motivate and create a positive work environment, enables team members to grow and succeed through consistent constructive feedback, and encouragement; with sensitivity to issues affecting performance of staff.
• Exceptional organizational, project management and planning skills, with a demonstrated ability to manage competing priorities and meet deadlines, coordinate the work of individuals, motivate and lead others to meet operational objectives in a collaborative and fast-paced client-oriented environment.
• Demonstrates an ongoing commitment to learning and self-improvement to enhance the performance of the team.

DECISION MAKING

• Work with Undergraduate Admission and Recruitment (UAR) and the Office of the University Registrar (OUR), along with Faculty and School coworkers to resolve issues; identify options, analyze implications, and decide on a course of action.
• Determine development and support requirements, contribute to the development of strategic plans and objectives, and participate in budget planning and decision-making as a member of the broader Undergraduate Admission and Recruitment (UAR) Team.
• Assess appropriate “fit” of technical solutions relative to functional requirements, conformance to University standards, and ability to integrate within the Queen’s IT architecture.
• Allocate time and resources such that objectives are achieved, operational requirements are met, or to ensure project completion, based on the priority of current workloads. Make decisions on completeness of all related development and support assignments, relative to planning timelines and project work plans. Decide how work may be assigned based on the skill sets, competencies and workloads of the team members. Appropriately prioritize, implement and oversee responses to urgent or emergency situations.
• Determine when to advise the Executive Director of a situation that might impact negatively or positively on the university and formulate recommendations for mitigation or pursuing an opportunity.
• Determine best practices to streamline and increase efficiency and effectiveness of administrative processes and practices and make decisions on appropriate changes. Determine if policy, procedure, or standards should be modified; decide on how to best implement changes if necessary. Lead teams in system/process review and the identification of solutions, negotiating agreement among stakeholders, and resolving conflict.
• Assess how to accurately capture, analyze, and report business requirements, test plans, and processes.
• Determine what information should be distributed, to whom, and in what format; decisions will be made based on the relevance of the information and the impact that recipients can have on the process or project outcome.
• Set priorities and oversee workload of personnel, including determining required training and communications for the PeopleSoft Student system for UAR staff.
• Quickly and effectively make decisions regarding day-to-day processing of applications and applicant data. Decide when to escalate decisions, challenges or unresolved issues to the Director and/or other senior leaders.
• When making system changes, understand the impact to all functions and users within the system.
• Evaluates job candidates and makes effective recommendations on suitable hires.
• Makes decisions and/or effective recommendations regarding transfers and promotions.
• Evaluates employee performance and decides on appropriate training or coaching to address lack of proficiency in carrying out responsibilities, or remedial action for staff disciplinary situations.
• Assesses investigation outcome of grievances and makes effective recommendations on appropriate course of action or next steps on grievances.
• Makes effective recommendations on level of discipline up to discharge and probationary termination.