Application Support Specialist

Role Responsibilities

Reporting to the Application Support Supervisor, the Application Support Specialist performs quality assurance by monitoring applications, identifying non-compliant activity from institutions and clients, trends, detects potential identity theft, tracking information, retaining supporting documents, and providing related reports to the Supervisor/Manager for review.

The Application Support Specialist ensures that all personal information, institution, and program data is accurate, comprehensive, and current. This includes reviewing and verifying data; inputting data into relevant systems (Student Finance System [SFS], Program and Provider Registry System [PAPRS], Stakeholder Registry System [SHR], and Scholarship Internal Web); quality assurance.

The Application Support Specialist maintains data related to public and private educational institutions / providers in multiple databases and systems (e.g., educational programs; specialization or program majors; study period start and end dates; and curriculum costs tuition, mandatory fees and books/supplies). This includes working with educational institutions to assure accuracy of their information is maintained and updated in SFS and PAPRS. Accurate, comprehensive, and timely access to data is essential to process educational funding assistance for full-time post-secondary students, part-time post-secondary students, and Alberta Scholarship Program applicants.

Role Responsibilities Continued

The specialist actions the following tasks: 

•    Identify and investigate potential duplicate files and applications and share these updates with other government departments (Service Alberta and Government of Canada) 
•    Input application data (personal information, tuition, fees etc.) into relevant systems.
•    Participate in working groups to shape the content and layout of electronic applications.
•    Responsible for unit's electronic filing. This requires digitization; creating electronic records with provable authenticity, reliability, integrity and usability to ensure source documents can be used for POPA or litigation. 
•    Liaise with in-province education institutions to verify accuracy of program information (e.g., specializations, dates, year of studies, and program costs). 
•    Liaise with external stakeholders (e.g., Education, Client Services Help Desk, Workforce Development Help Desk) and cross-reference data to ensure accurate Alberta Student Numbers (ASN) are being used to prevent duplicate ASNs.
•    Request/research information to complete gaps or verify documents so the applications can be processed in a timely manner.
•    Investigate, resolve, and respond to time sensitive inquiries made to ASU inbox regarding client login issues and resolve issues so clients can proceed with applications.
•    Review and resolve queries received from various departments and/or educational institutions, some of which can be time sensitive.
•    Provide guidance and assistance to branch staff on providing system updates, technical support, maintaining applications with pending information and confirmation of registration requests.
•    Engage in ongoing quality assurance practices to contribute to funding program integrity.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Systems Thinking: Considers the impact of strategies and changes on the work of clients, stakeholders, and team members and support organization vision and goals through strategic planning of tasks and considering relationships between different work approaches and their impact on different programs, divisions and ministries.
  
  
• Creative Problem Solving: Facilitates the creation of a work environment for generating and finding newer ideas to solve existing and potential problems.
  
  
• Agility: Possesses an ability to create an adaptable environment and overcome barriers through proactive and flexible approach to work.
  
  
• Drive for Results: Develops and sustains a network of relationships across the division and with other GOA ministries on issues and work with other branches to develop effective communication channels to enhance and maximize the effectiveness of interactions.

Qualifications

Requirements:
•    High school diploma and a minimum of three years of administrative experience.

Equivalencies will be considered on the basis of:

•  1 year of education for 1 year of experience; or 
•  1 year of experience for 1 year of education.


Important:
A cover letter is required as part of your application. Your cover letter must clearly outline how your experience aligns with the qualifications of this role and may be used to assess your written communication skills.

Technical Competencies
The successful candidate demonstrates the following technical skills:
•    Knowledge of relevant policies, procedures, and process standards, including POPA requirements.
•    Understanding of federal and provincial funding and grant programs.
•    Ability to apply Student Aid and Application Support Unit policies, guidelines, and procedures.
•    Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook).
•    Strong analytical, critical thinking, and research abilities to identify and resolve missing, inconsistent, or duplicate information.


The following qualifications and abilities are considered strong assets:
•    Ability to manage a demanding and high volume workload.
•    Demonstrated organization, time management, decision making, and problem solving skills, including the ability to work independently, take initiative, and prioritize tasks.
•    Ability to build and maintain positive, professional working relationships with internal and external stakeholders, with a strong customer service focus.
•    Excellent written and verbal communication skills, including the ability to prepare correspondence and presentations for diverse audiences.
•    Ability to negotiate workable solutions to administrative issues and apply accurate keyboarding and document formatting skills.
•    Basic research skills to gather and compile information for projects.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This is one (1) permanent, full-time position working 36.25 hours per week, Monday to Friday. 

This position is based in Edmonton.

We require you to attach a Cover Letter with your application explaining your qualification and suitability for this role.

Links and information on what the GoA have to offer to prospective employees.
•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca.
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
•    Positive workplace culture and work-life balance.
•    Leadership and mentorship programs.