Student Services Administrator


 Position:    Student Services Administrator

Reports To:
  Manager, Program and Student Support


Primary Focus:  The Student Services Administrator is responsible for a combination of student/customer support, sales and program administration duties.

Key Responsibilities includes:

Student Support (35%)

  • Responsible for being the frontline voice to all potential students.
  • Provide superior customer service to all CITT students and potential students by responding professionally and promptly to all questions, inquiries and requests (via phone, email and in person).
  • Participate with the day to day operations of the CITT professional designation program, including; student registration, preparation of course materials, course sites monitoring and student follow-ups to enhance student experience.
  • Be available on exam days for telephone and email support to students and ensure the completion of all student exams.

Course Sales and Marketing Support (35%)

  • Contribute to business growth through potential student follow up and information delivery leading to closing course registration.
  • Maintain the timely encoding, accuracy and confidentiality of customer records and marks in the Association Management System
  • Work closely with the CITT Marketing team in evaluating and proofreading CITT email/website communications and strategic directions.
  • Extract records/data from the Association Management Systems for email marketing communications
  • Prepare investigative & quantitative data providing survey results in a timely manner

Program Administration Support (30%)

  • Monitor and document general inquiry email account responding or forwarding accordingly
  • Manage the registration from set-up courses for online registration, student automatic enrolment in Moodle and delivery of student confirmation of enrolment
  • Prepare course sites and maintain accuracy of course site contents, including regular assessment tests before each semester starts, proofreading and daily monitoring
  • Be involved in the continuous maintenance of on-line courses and monitoring forums for student issues
  • Prepare Exam Sites, Confidentiality Agreements and Special Arrangement exam sites each semester in conjunction with Manager, Admissions and Student Support and establish student preparedness
  • Manage the registration, presentation materials, execution and analysis of Student Webinars
  • Process fees for Course exemptions, international fees and fulfill course transcript requests
  • Order and maintain inventory of textbooks
  • Collaborate in the creation (using Survey Monkey), implementation and profiling & analysis of student surveys (Intake & Post Course Survey), under the direction of the Manager, Admissions and Student Support.
  • Look for opportunities to continuously improve the effective and efficiency of CITT systems and service


  • Other projects as assigned by Manager, Program and Student Support

Working Environment:

  • 9 am to 5pm working hours
  • Occasional evening and/or weekend hours to facilitate exams three times a year
  • Extended periods of computer use

Education/Professional Development/Work Experience Requirements:

  • Business degree/diploma
  • 2-3 years related experience, preferably in the not-for-profit sector or other educational delivery environment.
  • Understanding of online education

Behavioural Competencies Required:

  • Ability to multi-task, prioritize projects and work under tight deadlines
  • Strong interpersonal skills required to successfully facilitate resolutions to situations and especially in ensuring positive working relationships both internal and external to the organization
  • Ability to work well independently, as well as part of a team
  • Demonstrate initiative, resourcefulness, administrative and organizational skills
  • Demonstrate professionalism, ethical behavior and confidentiality as it pertains to the association
  • Position is deadline driven 
  • High attention to detail
  • Commitment to continuous improvement

Technical Competencies Required:

  • Solids knowledge and experience using iMIS (Association Management System)
  • Advanced computer proficiency – Microsoft office (Word, Excel) Email / Internet systems
  • Working knowledge of Moodle (Learning Management Software)
  • Strong analytical ability with exceptional attention to detail
  • Excellent written and oral communication skills
  • Strong knowledge and use of Survey Monkey

Interested candidates should forward their resume and cover letter to: Maria Murjani, Manager, Program & Student Support