Isc Support Specialist

4 months ago

Vancouver, Canada University of British Columbia Full time

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

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

September 29, 2024

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

Job End Date

Job Description 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.

Organizational Status
Reports to the Manager, Service Desk. Works in partnership across the 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:

- Analyzes, troubleshoots, and diagnoses root causes and applies appropriate solutions to restore end-user issues.
- Diagnose and resolve problems for ISC services and products, using tools for remote support as required; escalates when necessary, and documents problem status and action taken.
- Advises on processes and procedures based on integrated service requirements, related to user issues.
- Identifies and troubleshoots system issues such as password issues, access issues, desktop hardware or software to resolve access to service.
- Understands current outage or outstands bug lists to provide users with information about known issues.
- Provide information and advice on business processes with multiple systems.
- Applies privacy and information security practices specifically on the handling of PI (documenting, transferring, securing) and the requirements for transferring and for setting confidential tickets; understands PrIS policies and procedures as well as the implications on user support.
- Develops Tier 0/1 content materials to enhance knowledge base and keep information accurate and current; prepares and maintains Service Centre documentation is accordance with prescribed standards.
- Strong understanding of services provided across UBC and endeavors to gain knowledge in both technical and functional areas.
- Performs authentication services and access controls for ISC products as required and able to assist in access request information collection and diagnosis.
- Follows service management procedures to link between incidents, problems to incidents, incidents to change, and incidents to knowledge sources.
- Supports any tracking of incident trends and/or coordination required by UBC critical incident response.
- Provides feedback on continuous improvement for processes performed.
- Stays current on key events or cycles taking place across UBC (e.g., month end, deadlines, releases, academic cycles, etc.); stays informed on system statuses, releases, priority issues, and problems.

2) Develops and maintains effective partnerships across the ISC.
- Partners across the team to align work, priorities and practices, ensuring that they are informed of system statuses, product releases, and priority issues and problems.
- Partners across the ISC to provide feedback on processes performed to drive continuous improvement practices; supports the tracking of incident trends and/or coordination required for UBC

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