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Job ID:
Job Type:
Regular Full Time
Job Category:
Library Support
Open Positions:
Faculty / Department:
Library / Learning and user services
Main campus (downtown)
Union Affiliation:
Support Staff (SSUO)
Date Posted:
November 16, 2021
Closing Date:
December 7, 2021
Hours per week:

Salary (Grade: 09)

Hiring salary range

The University of Ottawa—A crossroads of cultures and ideas
The University of Ottawa is home to over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroads of cultures and ideas, where bold minds come together to inspire game-changing ideas. We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong!

About the Library 
In alignment with the ambitious vision and core aspirations of Transformation 2030, the University of Ottawa Library advances cutting edge research and supports transformative learning by connecting the uOttawa community to expertise, services, collections and technology in a welcoming and supportive environment.
The University of Ottawa Library is composed of 3 main libraries - the Morisset Library (Arts and Science), the Brian Dickson Law Library and the Health Sciences Library - in addition to a number of specialized research collections. It has approximately 150 employees, including 55 librarians, serving the students, faculty and employees of the University.

Position purpose:
This position coordinates the day-to-day operations to ensure the smooth functioning of the library's customer service points.  The incumbent is responsible for the day-to-day problem solving of assigned facilities and acts as a resource person for specific situations.

In this role, your responsibilities will include:

  1. Employee Supervision: Supervise and evaluate the work performed by subordinates assigned to customer service.  Participates in the selection process for regular, contract and student employees in his/her area.  Organize training and coaching of department employees. Promotes a positive team environment and is involved in organizing team-building activities in collaboration with the User Engagement Coordinator.
  2. Service Desk Management: In collaboration with the User Engagement Coordinator, ensures full coverage of assigned locations and services and may reassign resources to ensure an acceptable level of service across all service locations when necessary.
  3. Problem Management: Resolves site specific problems on a daily basis and acts as a resource person for situations that fall outside the normal rules and regulations. Coordinates the processing of academic sanctions and assists in the preparation of all required financial reports. 
  4. Environmental Safety: Maintains close liaison with the Protective Services and Housekeeping teams to ensure a safe and pleasant work and study environment for all.  Make service calls when necessary and follow up until the situation is resolved.

What you will bring:

  • Post secondary education in a relevant field or equivalent work experience.
  • At least 4 years of customer service experience. 
  • At least one year of experience in file coordination 
  • At least one year of experience in staff supervision.
  • Knowledge of library operations. 
  • Knowledge and experience in the operation of an integrated library system.
  • Knowledge of computerized systems and software, including word processing, spreadsheets, databases, presentation software, e-mail, and the Internet.
  • Knowledge of a student system to locate information in student records (a plus).
  • Skill in manipulating and interpreting computer data; calculating, verifying and recording data accurately and precisely.
  • Ability to organize the work of teams.
  • Ability to present to groups in both English and French.
  • Excellent interpersonal and communication skills with a variety of constituencies (students, faculty, administrative staff, management, community members) in both oral and written form.
  • Excellent analytical skills to identify client needs, identify sources of problems and suggest solutions.
  • Ability to work on multiple files simultaneously.
  • Ability to work in a team environment.

Bilingualism: French and English (spoken and written); to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa: 

Planning: Organize in time a series of actions or events in order to realise an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.


Please note: The schedule we are looking to fill is Everning 6:30 pm - 2:00 am - including one weekend night every two weeks, however the Library is currently open reduced hours and the current schedule is Tuesday to Saturday: 4:30 pm -12:00 am.  

This position may require modified hours to meet the needs of the department. 

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.