Support Staff, Arts Service Centre-student

3 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Union

Job Category

CUPE 2950

Job Profile

CUPE 2950 Salaried - Student Info Support 4 (Gr7)

Job Title

Support Staff, Arts Service Centre-Student

Department

Workday Student | Faculty Operations | Faculty of Arts

Compensation Range

$4,460.00 - $4,686.00 CAD Monthly

Posting End Date

February 12, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Jul 4, 2025

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

This is a full-time term position with an end date of July 4, 2025, and there are 2 vacancies for this position.

Organizational Status

The Support Staff reports directly to the manager of the Faculty of Arts’ Service Centre - Student, under the Associate Dean Students portfolio. The Arts Service Centre - Student, is a part of the Arts Workday Student implementation and transition to operational sustainment, under the oversight and direction of the Project Manager. This role requires regular cross-functional collaboration within the Arts Service Centre - Student team members, project teams, leadership, faculty, staff, students, and other stakeholders within the Faculty of Arts. The position will also communicate regularly with central service units; including Arts ISIT, UBC IT, ES, and other faculties and units responsible for IRP Student.

Work Performed
- Provides senior level administrative and client support for the unit, and coordinates all helpdesk operations and processes including the assignment, response, triaging, escalation, and completion of Workday and IRP student support requests and queries across the faculty
- Identifies and assesses users’ individual needs through active listening, and investigates and resolves complex and unique inquiries, issues, errors, and complaints with a high level of sensitivity and tact
- Provides specialized information and guidance related to Workday Student and IRP Student systems business processes and administrative functions to end users across Arts; connects end users with Workday/IRP related articles, knowledge base, and FAQ articles, ensuring that all impacted users in academic and central Arts have the information required for use of relevant systems
- Using discretion and independent thinking, troubleshoots non-technical issues, frequently asked questions, and identifies, investigates, and works with other Arts teams and units to resolve complex issues; escalates to Arts Workday Helpdesk Manager or complex technical or unresolved issues to other units (Arts ISIT, ISC helpdesk) as required
- Identifies misrouted support requests and redirects to appropriate unit (Arts ISIT, Arts Academic Advising, Enrolment Services, Integrated Service Centre, etc.). Follows up on redirected queries to ensure they are completed and documented.
- Identifies helpdesk processes and procedures that require evaluation and improvement, supports the mapping of current and redesigned processes, and makes recommendations for changes
- Oversees the documentation of requests, problems, and resolutions using an incident management system; identifies and documents unresolved user problems and notifies team for further escalation. Documents and evaluates processes and procedures, and recommends ways to improve services
- Compiles and evaluates helpdesk related reports, makes recommendations for changes based on reports
- Maintains working knowledge of updates and issues relating to IRP Student Applications; distributes information to applicable end users across arts
- Develops and sustains relationships across the Faculty of Arts and other UBC departments and other faculties and central units as appropriate
- Strong understanding of services provided across UBC and endeavors to gain knowledge in all administrative and Business Process areas related to Workday and IRP Student Applications; Stays current on key events or cycles taking place within Faculty of Arts and across UBC (e.g., month end, deadlines, releases, academic cycles, etc.); stays informed on system statuses, releases, priority issues, and problems.
- Provides support to relevant partners across Faculty of Arts on processes related to continuous improvement practices; supports the tracking of incident trends and/or coordination required for issue response.
- Provides administrative and coordination support on special projects

Consequence of Error

Supervision Received

Reports to the Project Manager and works closely with the Arts Workday Student Business Analysts and Subject Matter Expert.

Supervision Given

Formally trains new staff on work procedures, and/or oversees work of students and/or tempor

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