Work in concert 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 of 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.
Duties and Responsibilities:
- Provide end-user communications and documentation of all services offered by central IT Services.
- Provide expertise in user experience, assess and plan documentation and communications needs based on audiences
- Act as a user experience subject matter expert to provide user interface review and recommendation to system
- Research/test-drive the system,
- Suggest usability enhancements;
- Suggest text fr labels, onscreen instructions, branding and enhancements to layout (if applicable).
- Prduce documentation in the form of Knowledge Base articles, Word/PDF documents, HTML Help files, and print-based materials depending on project needs and for pilot projects, survey participants, analyze, summarize and communicate results.
- Develop, document and communicate internal procedures to team members. Review and edit documentation of peers. Train and mentor new team members with tools and procedures.
- Create/update/decommission/audit entries in the customer-facing Service Catalog
- Administer content within the IT systems, websites and the knowledgebase.
- Provide communications to McGill community regarding system outages, system performance issues, upcoming maintenance downtimes, new IT services, changes to existing services.
- Design, develop and update of IT promotional materials; flyers, posters, slideshow “campaign” announcements on IT Services site, display screen messages (graphics and text), information on the IT Services website to highlight/promote specific services based on awareness campaigns, special events, time of year
- Maintain the information they publish related to central IT services (e.g., welcome books, eCalendar, etc.)
- Respond to user feedback submitted through the IT Knowledge Base.
- Participate in user acceptance testing for new and updated IT systems
Education and Experience:
Three (3) years’ related experience
Other Qualifying Skills and Abilities:
Desired: 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; MS Office tools (O365); Graphic design tools (Adobe Photoshop, Illustrator), Digital audio recording (Audacity, SoundBooth). Web publishing tools (HTML, McGill Web Management System, Dreamweaver); demonstrated capabilities and best practices using social networking sites/tools. 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 lay users. 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. Experience with design of instruction; delivery of training or presentations to groups; online course, survey or media content creation; strong graphic/photographic skills; and focus group facilitation are all considered definite assets.
How to Apply:
Please submit your cover letter and curriculum vitae, clearly indicating the reference number, to IT Services:
McGill University, HR IT Services
688 Sherbrooke Street West, 16th floor
careeropportunity.its [at] mcgill.ca
*Current employees: please indicate your McGill ID number in your application.*
We thank all applicants for their interest in McGill University. However, IT Services will only contact applicants selected for an interview.
The masculine is used to lighten the text, without prejudice to the feminine form.