ISC Functional Support Analyst

ISC Functional Support Analyst – The University of British Columbia Department: Service Desk – STU | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations Job Category: M&P – AAPS Job Profile: AAPS Salaried – Administration, Level B Compensation Range: $6,747.50 – $9,701.42 CAD Monthly Posting End Date: November 26, 2025 Job End Date: May 31, 2027 Job Summary The Integrated Service Centre (ISC) sustains and enhances the systems that support UBC’s operational functions, including human resources and finance. Team members collaborate across departments to create an enriched user experience for faculty, staff and students. The ISC Functional Support Analyst delivers Tier‑2 support as a subject‑matter authority for HR and finance (and future student services) modules in Workday, ensuring reliability, meeting service levels, and contributing to process improvement. Organizational Status Reports to the Product Maintenance and Support Manager. Works closely with HR and Finance Product Managers, Functional Analysts, UBC‑IT, Central Financial and HR and Payroll Operations partners, and other units. Work Performed Acts as a subject‑matter authority across financial, human resources and payroll services or specializes in one or two service areas. Advises on systems management issues for HR, finance and future student services modules of Workday and participates in major process or version changes. Provides Tier‑2 operational expertise, troubleshooting, issue resolution and end‑user support to maintain service levels. Serves as the interface between users, the ISC Service Desk, UBC‑IT, and business partners when responding to system issues. Collects requirements for custom workflows, troubleshoots workflow issues and offers functional and technical guidance to users. Identifies, diagnoses, and solves root causes, restores issues, improves data integrity, and reduces user problems. Maintains comprehensive knowledge of HR and financial processes in Workday, advising on improvements aligned with UBC’s operational efficiency goals. Develops and maintains functional documentation, procedures, use cases, test cases, business cases, and data transfer processes. Runs and manages data file transfers and uploads for Workday, troubleshooting issues and recommending process improvements. Monitors workflow logs, performance, and error analysis to identify and resolve issues. Other related duties as required. Consequence of Error/Judgment Errors can compromise resource usage, data integrity, and UBC’s reputation. The role must uphold clear communication, due diligence, and accuracy to protect the image of the VC, the Integrated Service Centre, and client departments. Supervision Received Independently works under broad direction from the Product Maintenance and Support Manager and collaborators, demonstrating autonomy, critical thinking, and judgment. Performance is measured by service level adherence, judgment, target achievement, and problem‑solving effectiveness. Supervision Given May mentor peers, provide functional and technical guidance to financial, HR, and payroll operations, and act as point of contact for the ISC Service Desk and Application Sustainment team. Minimum Qualifications Undergraduate degree in a relevant discipline (preferably Business). Minimum three years of related experience, or equivalent combination of education and experience. Willingness to respect diverse perspectives, including conflicting ones. Demonstrated commitment to equity, diversity, and inclusion awareness. Preferred Qualifications Post‑secondary education in financial management, accounting (e.g., CPA, CGA, CMA, CA), or human resources administration (e.g., CHRP). Experience in finance or HR customer service roles. Familiarity with Workday. Application of privacy and information security practices for handling personal data. Adherence to service management methodologies linking incidents, problems, changes, and knowledge sources. Strong verbal and written communication skills, with ability to collaborate across technical and user teams. Advanced computer skills (Excel, Access, PowerPoint, Word). Ability to prioritize multiple issues. Basic project management skills; interpersonal, organizational, and problem‑solving abilities. Track record of adapting in a dynamic, evolving environment under pressure. Initiative to work independently and within team settings. #J-18808-Ljbffr