Student Services Specialist
Core
Managing complex, sensitive, and escalated student cases requiring coordination across multiple teams to ensure timely, consistent, and student-centred outcomes.
Role type
Senior IC student services specialist (case management)
Builds
Resolution of complex student lifecycle matters and coordinated service delivery
Domain
Higher education / Student administration
Deliverable
client delivery
Required skills
Case management, risk assessment, stakeholder engagement, policy interpretation, investigative analysis, service coordination, record keeping, continuous improvement identification
Preferred skills
Experience with tertiary education environments, knowledge of student administration processes, familiarity with ServiceNow or similar case management platforms
Technologies
ServiceNow
Responsibilities
Acting as single point of contact for complex escalated student matters; Managing end-to-end case workflows including diagnosis and investigation; Assessing risk and prioritizing actions to support positive student outcomes; Coordinating parallel actions across service units; Providing specialist advice on complex student administration matters; Investigating escalated matters and preparing recommendations; Communicating with students and stakeholders throughout the case lifecycle; Maintaining accurate records and reporting; Identifying recurring issues and contributing to service enhancement initiatives
Seniority
Mid-Senior, hands-on IC