Academic Support Associate (hybrid) 12 month contract

Regular/Temporary
Regular


Job Title
Academic Support Associate (hybrid) 12 month contract
Job ID
68554


Location

Ron Joyce Centre


Open Date
04/08/2025


Job Type
Limited Term (>12 months)


Close Date
04/21/2025


Employee Group
Unifor Unit 1, Staff
Favorite Job


Department
RJC Student Experience


Salary Grade/Band
Grade 7


Salary Range
$24.5+ - $38.17 (hourly)


Hours per Week
35



Posting Details


Schedule


Monday – Friday, 8:30am – 4:30pm (Hybrid schedule)



Education Level


Bachelor’s degree in a relevant field.



Career Level


Minimum of 2 years of relevant experience



Contract Length
12 months




Job Description


DeGroote’s Student Services team supports all students at the DeGroote School of Business – BCom, MBA, specialized graduate programs and PhD students. As an integrated team, we champion new ideas, collaborate across boundaries, and learn continually to deliver a consistent and inspiring student experience. Our school’s culture is captured by three values: Generosity, Innovation and Collaboration.

The Academic Support Associate (ASA) works within the MBA Student Services team to support a high volume of MBA student inquiries across multiple channels (phone, email, SMS, live chat, social media). The ASA is a critical front line, in person, support role that helps resolve, triage, and escalate inquires. This role also completes some project work.

The MBA Student Experience team works out of the Ron Joyce Centre in Burlington, ON.

JOB SUMMARY:

Serving as the first point of contact, provide accurate and informed academic advice to students on less complex and moderately complex issues by ensuring a thorough knowledge of Faculty and University regulations as it pertains to judging appropriate applications and adapting to changes to course and program requirements. Refer more complex matters to the appropriate Academic Advisor. Effectively discern appropriate action to be taken to address student inquiries. Responsible for recruiting academically strong students, assist in the assessment of admission applications, and scrutinizing and approving registrations for a large, multi-disciplinary Faculty.

PURPOSE AND KEY FUNCTIONS:

Effectively discern appropriate action to be taken to address less complex and moderately complex student inquiries including resolving issue, forwarding to an Academic Advisor or Departmental representative.
Deal sensitively, responsibly, and calmly with students who present with serious medical, social, and psychological issues, and refer to appropriate care.
Identify and analyze problems and requests and prepare recommendations for review and approval.
Collect, analyze, assess, and summarize information relevant to the decision-making process and develop recommendations for final approval and implementation.
Ensure that students understand that all course and program selections adhere to established academic, requisite, and graduation requirements for their registered or intended program.
Advise registered students of program options and requirements which requires maintaining knowledge of course and program curriculum.
Assist with the assessment of admission decisions for applicants to University programs based on established requirements, requisites, University guidelines, and enrolment numbers.
Provide guidance and information to students regarding appropriate procedures and policies for the submission of Petitions for Special Consideration, Senate Student Appeals, and other processes.
Develop customized strategies for less complex and moderately complex issues to assist students who are not academically eligible to continue in their program.
Conduct formal reviews and evaluations of students' academic records to ensure eligibility to continue and to graduate from a program.
Create, modify, and maintain accurate master and customized advisement reports to reflect current and past degree requirements.
Assist in the process to ensure accuracy of eligible graduates for each convocation.
Review, assess, and make judgement decisions regarding requests for the accommodation for missed academic work.
Organize supplementary applications for the purpose of applicant selection.
Evaluate transcripts of students requesting transfer from other academic institutions for equivalencies and applications to degree programs.
Assess the legitimacy of claims for additional transfer credits made by applicants from a wide range of national and international educational institutions.
Liaise with faculty and staff to advocate on behalf of students.
Participate in the Faculty Recruitment plan by representing the faculty at various events including, but not limited to, information sessions and fairs.
Act as a resource to Chairs, Associate Chairs and faculty members on all matters related to undergraduate education, students, and issues where precedents and best practices are relevant.
Assess student priority for limited registration in courses and provide suitable alternatives if degree requirements cannot be met because of lack of availability.
In consultation with Academic Advisors and Assistant Dean, make decisions to provide students with access to courses and programs and complete necessary follow-up using various in-house and web-based computer systems and tools.
Coordinate grade submissions, authorize grade changes, and maintain accurate records for Faculty-based courses.
Write a variety of documents including, but not limited to, correspondence, meeting minutes, forms, professional accreditation certification, certifications letters, and guidelines.
Prepare various standardized reports as required.
Schedule, plan, and coordinate events such as, supplementary application review sessions, examinations, University fairs, and course conferences.
Respond to inquiries regarding programs, admissions, course selection, registration, and correspond with faculty and other University departments regarding curriculum requirements.
Refer students to appropriate resources, information, and services across the University.
Provide information for the development of recruitment publications.
Scrutinize documents such as the University Calendar for changes.
Mediate extensions, accommodations, and exam deferrals on behalf of the student where there are extenuating circumstances.
Review and process requests for Letters of Permission permitting students to complete appropriate courses at other universities.
Provide input and work collaboratively with staff from the Office of the Registrar and other Faculties for on-going system and database improvements, implementation, and development.
Collaborate with others to develop academic plans for students with identified disabilities and advise on appropriate course selection, load, and request for accommodation.
Review other university programs and accreditations in order to provide comparisons upon student inquiries.
Gather and calculate necessary information including sessional and grade point averages, and enrolment statistics.
Assemble and collate packages, course outlines, and departmental mailings.
Maintain accurate student records and ensure academic advising sessions are properly documented for legal purposes.
Maintain electronic and hardcopy filing system of student records.
Update, maintain, and verify database information.
Determine appropriate information for registered and potential students to be included on the program’s website and ensure commonly used online forms are correct and up to date.
Remain current with national and international secondary school curriculums to ensure admission requirements are met by applicants.
Supervision

Ongoing responsibility for supervising up to + casual employees at any one time.

ASSETS:

The successful incumbent will

be a highly organized person
have a strong understanding of community management, specifically in the social media space
have strong technical skills, including Office 365

demonstrate excellent oral and written communication skills

be solution oriented

ADDITIONAL INFORMATION:

This role is student facing and requires working on campus. This role will be required to support evening and weekend work.


How To Apply


To apply for this job, please submit your application online.


Employment Equity Statement


McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

Human Resources Service Centre at +05-525-+140 ext. 222-HR (22247), or
Faculty of Health Sciences HR Office at ext. 22207, or
School of Graduate Studies at ext. 2367+
to communicate accommodation needs.


Hybrid Work Language


To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.


Interview Experience


At McMaster University, we believe in a comprehensive and inclusive interview process. Our interview methods encompass a variety of approaches that allow our hiring teams to provide a flexible and accessible experience for engaging with our candidates. Throughout your recruitment process at McMaster, you may be requested to participate in a variety of formats, that may include in-person, virtual or recorded interviews. If you have any questions as you move through the hiring process, please reach out to talent@mcmaster.ca or the HR contact associated with your position of interest.

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