Service Agent, Connection Point
Primary Purpose: The ConnectionPoint Service Agent provides front-facing Human Resource, Finance, and Research support to the campus community to assist the university in achieving its teaching and research goals.
Nature of Work: Reporting to the Manager, ConnectionPoint Services, the ConnectionPoint Service Agent is an experienced, partner-focused professional who contributes to a service-oriented network and the continued enhancement of shared services at USask. This position maintains professional working relationships with a diverse group, including faculty, students, staff, and other stakeholders. Independent task management is key as this is a complex, fast-paced environment with competing demands and strict deadlines. Critical thinking is required to provide prompt, complete, accurate service that anticipates our partners' needs. The ConnectionPoint Service Agent is required to have an in-depth understanding of USask policies, guidelines, and ConnectionPoint processes. In collaboration with various stakeholders, this includes resolving requests by utilizing information through integrated technologies, executing processes, reassigning requests for specialized support, offering self-service assistance, and providing follow-up as required. Continuous improvement is foundational to the work and is achieved by ongoing review of processes, procedures and includes contributing to the USask Knowledge Base.
Typical Duties or Accountabilities:
- Develop and sustain positive and trusting partner relationships by working to understand their priorities, needs and environment
- Actively collaborate with colleagues and stakeholders (Colleges/Units, Functional Central Offices/Centres of Excellence, Strategic Business Advisors, Administrative Networks, and other ConnectionPoint teams) to ensure seamless and exceptional service delivery
- Consult the Knowledge Base, identify gaps and opportunities, and create or improve documentation with the aim to provide accurate and consistent service
- Probe for complete understanding and problem-solve to provide timely and accurate responses to service requests while maintaining a high level of professionalism and discretion
- Execute cross-functional processes using multiple human resources/financial systems, software applications, and technical support tools (e.g. Knowledge Base, Jira case management system)
- Assist students, staff, faculty, and external stakeholders with Human Resource, Finance, and Research questions via in-person, phone, and electronic correspondence, and guide them through self-service functions
- Contribute to partner experience and process improvements by providing technology and process feedback to the Manager, and internal stakeholders to improve ConnectionPoint administrative services and operations
- Assist with peer-to-peer training, with guidance from the Manager
- Perform related duties as required
Education: Completion of a relevant 2-year post-secondary program. An equivalent combination of applicable education and experience will be considered for this position.
Experience:
- Minimum 5 years’ experience within a customer-orientated workplace, including managing customer relationships and resolving dissatisfied or challenging customer issues
- Minimum 5 years demonstrated critical thinking with an analytical solution-driven approach; direct experience with human resources or finance customer service experience is an asset
- Proficient with human resources and financial systems, customer service software technology, Microsoft programs and applications
Skills:
- Proven critical thinking and problem-solving skills with a solution-oriented approach
- Understands human resource and finance processes in order to confidently make decisions and communicate policies as appropriate
- Strong interpersonal and communication skills, both written and verbal
- Effective relationship-building skills
- Ability to work independently as well as collaboratively with internal and external stakeholders
- Demonstrate effective organizational skills in a fast-paced environment that offers in-person, virtual, telephone, and written support
- Proficient in documenting processes and the ability to provide exemplary customer service in a case management system
- Demonstrated accuracy in data entry and the ability to maintain attention to detail
- The ability to work in various systems including but not limited to: Jira, PeopleSoft, Banner, SharePoint, Teams, or other similar data management programs
Inquiries regarding this position can be directed to Joanna Schock at (306) 966-7438 or joanna.schock@usask.ca.
Department: ConnectionPoint
Status: Permanent
Employment Group: CUPE 1975
Shift: Mon-Fri, 8:00-4:30pm
Full Time Equivalent (FTE): 1.0
Salary: The salary range, based on 1.0 FTE, is $23.35 - 30.61 per hour. The starting salary will be commensurate with education and experience.
Salary Family (if applicable): Operational Services
Salary Phase/Band: Phase 4
Posted Date: 7/9/2025
Closing Date: 7/22/2025 at 6:00 pm CST
Number of Openings: 1
Work Location: May be eligible for hybrid work under the terms of USask's Alternative Workspace Guidelines
The University is committed to employment equity, diversity, and inclusion, and are proud to support career opportunities for Indigenous peoples to reflect the community we serve. We are dedicated to recruiting individuals who will enrich our work and learning environments. All qualified candidates are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadian citizens and permanent residents will be given priority. We are committed to providing accommodations to those with a disability or medical necessity. If you require an accommodation to participate in the recruitment process, please notify us and we will work together on the accommodation request. We continue to grow our partnerships with Indigenous communities across the province, nationally, and internationally and value the unique perspective that Indigenous employees provide to strengthen these relationships. Verification of Indigenous Membership/Citizenship at the University of Saskatchewan is led and determined by the deybwewin | taapwaywin | tapwewin: Indigenous Truth policy and Standing Committee in accordance with the processes developed to enact the policy. Successful candidates that assert Indigenous membership/citizenship will be asked to complete the verification process of Indigenous membership/citizenship with documentation. The University of Saskatchewan’s main campus is situated on Treaty 6 Territory and the Homeland of the Métis. We pay our respects to the First Nations and Métis ancestors of this place and reaffirm our relationship with one another. Together, we are uplifting Indigenization to a place of prominence at the University of Saskatchewan.