Description

UService is currently seeking a Full-time Temporary Relief UService Advisor- Finance for approximately 15 months.

Reporting to the UService Team Lead, the UService Advisor Finance provides front-line and moderately complex service support to faculty, staff, students, and external stakeholders for Finance-related inquiries, processes, and systems. The role is primarily assigned to the Finance desk and supports inquiries related to Accounts Payable, Accounts Receivable, Supply Chain Management, Research Accounting, and related Finance policies, procedures, and institutional processes.

This role operates in a unionized environment (AUPE) and supports a high volume of inquiries across multiple service channels, including phone, email, chat, and in-person interactions. The UService Advisor - Finance assesses, resolves, documents, or escalates inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices. The Advisor uses enterprise systems including PeopleSoft, ServiceNow, PureCloud, and eFin to support accurate service delivery, documentation, queue visibility, and client follow-up.

The position requires Finance-service knowledge, sound judgment, discretion, and the ability to apply research and analysis to routine and moderately complex inquiries. The Advisor works with limited guidance while recognizing when matters require escalation to a senior team member, Team Lead, support group, or business owner.

As UService continues to evolve toward a more integrated service model, the incumbent may be cross-trained to support additional service areas, including People & Culture, Payroll, IT, Research Services, or other UService-supported functions.



Cross-functional support will be introduced within defined service boundaries and with appropriate training, tools, and escalation pathways.

Position located at Main Campus. Hybrid work schedule with in-office attendance on Tuesdays, Wednesdays, and Thursdays, and work from home on Mondays and Fridays (subject to change).

Summary of Key Responsibilities

(job functions include but are not limited to):

- Provide courteous, timely, professional, and competent service to faculty, staff, students, and external stakeholders seeking support for Finance-related inquiries.
- Support inquiries related to Accounts Payable, Accounts Receivable, Supply Chain Management, Research Accounting, Finance systems, forms, procedures, and self-service resources.
- Assess, resolve, or elevate client inquiries using established policies, procedures, scripts, decision documents, knowledge articles, and standard operating practices.
- Use available UService tools and resources before escalating inquiries, including knowledge articles, decision documents, internal procedures, scripts, and appropriate transfer or escalation options.
- Support clients in navigating Finance-related systems, forms, and self-service tools, including PeopleSoft, eFin, and related institutional platforms.
- Use ServiceNow and PureCloud to receive, document, manage, resolve,



and elevate client inquiries in accordance with service standards and ticket management expectations.
- Translate Finance processes, system navigation steps, documentation requirements, approval pathways, and procedural requirements into plain language for clients with diverse experience levels.
- Identify when a Finance inquiry requires specialized interpretation, policy review, or business owner decision-making and elevate accordingly.

Documentation, Data Integrity, and Confidentiality

- Document clear, complete, and professional case notes for all client interactions, including categorization, status updates, follow-up actions, escalation details, and resolution outcomes.
- Maintain consistent ticket hygiene in ServiceNow, including appropriate assignment, categorization, prioritization, escalation, and closure practices.
- Ensure calls, chats, emails, and in-person interactions are tracked appropriately using approved UService tools and processes.
- Support accurate queue visibility, service continuity, reporting, and performance monitoring through disciplined documentation and system use.
- Ensure alignment with service standards, university data protocols, privacy legislation, FOIP requirements, and appropriate handling of confidential information.
- Maintain strict confidentiality when handling sensitive personal, employment, financial, institutional, and technical information in accordance with university policy, FOIP legislation, and signed confidentiality agreements.

Queue, Service Standards, and Operational Support

- Participate in daily, weekly, or periodic ticket review discussions with the Team Lead or designate to support timely resolution, identify ag

📌 UService Service Advisor (Calgary)
🏢 University of Calgary
📍 Calgary