Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Administration, Level A
Job Title
ISC Support Specialist
Department
Service Desk Integrated Service Centre Finance and Operational Excellence VP Finance and Operations
Compensation Range
$5,063.67 - $7,294.50 CAD Monthly
The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.
In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.
Posting End Date
October 23, 2023
Note : Applications will be accepted until 11 : 59 PM on the day prior to the Posting End Date above.
Job End Date
Jan 24, 2025
Please note that this posting is made with the intention of filling four (4) identical positions.
At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students.
Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
Job Summary
The University of British Columbia ( UBC ) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America s most international university.
UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc.
and with more than 70,000 members of the community UBC s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan : Shaping UBC s Next Century.
The Integrated Service Centre ( ISC ) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future).
Team members within this unit will work cross-functionally with other departments / units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.
The ISC Support Specialist provides front-line support for the UBC community, ensuring that UBC stakeholders are effectively enabled.
This position provides technical advice and support to end-users / customers by analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve issues.
Organizational Status
Reports to the Manager, Service Desk. Works in partnership across the ISC Support Specialist team and the broader UBC community to deliver integrated services for all stakeholders, continuously improving upon ISC service and related product solutions.
Frequently engages across UBC community to execute on service excellence, resolving queries and escalating as required.
Work Performed
1) Provides first level support to the UBC community for ISC products and services :
understands PrIS policies and procedures as well as the implications on user support.
stays informed on system statuses, releases, priority issues, and problems.
2) Develops and maintains effective partnerships across the ISC.
3) Advocates for a partnership that moves UBC's practices from system of record to platform of engagement through collaborative and innovative efforts.
4) Actively promotes best practices in the security and privacy of personal information and data; makes recommendations to improve processes and procedures where necessary.
5) Performs other related duties as required.
Consequence of Error / Judgement
Contributes to the broader Support team. Provides feedback to enhance services provided on University -wide products / solutions.
Focusing on partnerships and excellence will ensure optimal functionality and customer satisfaction in support of ISC's strategic goals.
Supervision Received
Reports to the Manager, Service Desk. Works in collaboration on a team within the Service Centre and across the ISC. Work is reviewed in terms of quality, achievement against objectives, and focus on collaboration and innovation.
Supervision Given
Acts a mentor or coach to peers as required.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.
Preferred Qualifications
A minimum of two years of help desk or customer service related experience or the equivalent combination of education and experience.
Experience providing customer service for HR, Finance and / or Student Services would be an asset. Experience working with ticketing systems such as ServiceNow is an asset.
Workday and / or Peoplesoft experience is an asset. Experience working in a complex, academic environment is preferred. UBC experience is an asset.
Proven ability to remotely troubleshoot end-user queries, leveraging problem solving skills, knowledge repository and Service Centre tools.