Department: Student and Ancillary Services 

Job Type: Continuing

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Manager Retail Purchasing and Systems 

Employee Group: WLUSA 

Application Deadline: July 22, 2025

Requisition ID: 9887 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict.  Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

Position Summary

Reporting to the Manager Retail Purchasing and Systems, the incumbent is responsible for overseeing the day-to-day administration of the NetSuite platform and other related technology systems. The role ensures that the NetSuite system functions effectively and integrates with other technology tools to meet the Hawk Shop business needs. The individual works closely with various business units to improve efficiency, solve technical issues, and maintain seamless technology operations.

The NetSuite and Technology Administrator is also responsible for the technology administration of the Digital Textbook Access program, maintaining resource lists, pricing schedules, and troubleshooting technical issues. They will collaborate with the Course Materials Specialist to prepare student billing files and reconcile vendor invoices.    They will also coordinate and facilitate regular inventory cycle counts as well as the year-end inventory counts.

This position has a university-wide mandate and is based at the Waterloo Campus.  The incumbent provides subject matter expertise to all campuses, requiring regular interpersonal interactions and collaboration with departments at the Waterloo Campus, the Brantford Campus, locations in Kitchener and Milton, and external partners. Special attention is given to ensure equitable service delivery across all locations.

This role has a university-wide mandate and travel to other campuses and locations may be required to attend meetings or events.

Accountabilities

NetSuite Administration

• Oversee the day-to-day administration of NetSuite ERP, POS & e-Commerce systems, including user access, roles and permissions, system performance and data integrity
• Monitors system performance, submitting support tickets with vendor when required, including follow up and resolution
• Reviews vendor release upgrade preview, testing workflows and new features to ensure smooth implementation
• Work closely with vendor, NetSuite Customer Support, ICT and others to assist on the integration of NetSuite with other systems or external applications, including custom workflows, system enhancements and automation
• In collaboration with Vendor, ICT, and other stakeholders, prepares and monitors project plan, defining scope, timelines, resources, etc. for the implementation of system improvements
• Prepare ad-hoc reports to support specific business needs and decision-making
• Develop new processes in collaboration with end-users, identifying needs, developing business processes based on best practices within baseline ERP (NetSuite)
• Identifies opportunities for process improvements and contributes to ongoing optimization efforts, including gathering information from multiple sources and developing solutions
• In collaboration with vendor, delivers training and follow up session to end-users, individually or in groups
• Maintains training material such as business process models, end user documentation (user manuals) and quick reference guides
• In collaboration with Manager Retail Purchasing & Systems coordinates and facilitates regular inventory cycle counts and annual year-end inventory counts
• Stay up to date on industry best practices, new technologies, and system updates to suggest and implement process improvements

Digital Textbook Access Administration

• In collaboration with Course Materials Specialist builds database in DTA platform & Inventory Management system ensuring pricing, schedules and links are input and activated accurately and in conjunction with established deadlines each term;
• Liases with stakeholders to troubleshoot issues as they arise and provide resolution (publishers, platform provider, internal departments, faculty and students); Evaluates the efficacy of resources to ensure target participation rates are maintained
• Updates Digital Textbook Access database records to reflect changes in students course status each term
• In collaboration with Course Materials Specialist compiles billing information into accounting template for application of charges to student accounts
• Reconciles compiled billing information in conjunction with Financial Analyst
• Including monthly & quarterly reconciliations with Student Billing, Financial Analyst, Verba/Vitalsource & Bookstore Inventory Management system to meet auditor requirements

Customer Service        

• Ensures a high level of customer service is maintained when dealing with the Laurier community and external vendors
• Builds and maintains strong working relationships with external and internal stakeholders
• Monitors and promptly responds to dedicated email accounts for Digital Textbook Access technical inquiries

Qualifications

• Minimum two (2) to three (3) year post-secondary program at community college or university, including computer science or business related courses
• Two to Three (2-3) years experience with NetSuite ERP administration, configuration, and customization in a retail environment
• Proven ability to take initiative and work collaboratively with vendors and their representatives
• Understanding of business processes such as, inventory, order management, finance and CRM.
• Knowledge of database management and data migration techniques.
• Strong analytical, troubleshooting, and problem-solving skills, identifying issues, gathering data and developing solutions
• Excellent communication and collaboration skills to interact with both technical and nontechnical teams
• Ability to work independently and collaboratively as part of a team
• Strong organizational skills with the ability to handle multiple tasks and determine priorities in a fast pasted environment

Hours of Work  

This is a Full-time, Continuing opportunity. The normal hours of work are 8:30am to 4:30pm, Monday to Friday. Flexibility in hours may be required, including evening and/or weekend work due to periods of high volume. When possible, the manager will adjust hours to ensure no more than 35 hours are worked in a week.

This position is eligible for a flexible work arrangement, as per Policy 8.14 (Flexible Work Policy). All arrangement must be approved by the direct manager. In-person attendance for events, as required to meet operational needs, is expected. On occasion, this schedule may need to be adjusted to meet operational requirements.

Compensation

Level: D

Rate of Pay: $38.34 to $40.53 per hour with an annual step progression on anniversary date up to $43.82 per hour. 

Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.