Arc Support Analyst Ii

4 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level C

Job Title

ARC Support Analyst II

Department

Research Platforms | Advanced Research Computing

Compensation Range

$5,906.25 - $8,508.42 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

February 4, 2023

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

Job End Date

Job Summary

The ARC Support Analyst II consults with researchers and user groups to determine business needs and identify the Digital Research Infrastructure (DRI) resources and other IT solutions to meet these needs.

The ARC Support Analyst II plays a key role in providing support to UBC researchers, on a wide-range of ARC platforms and services, such as Sockeye, Chinook, Globus and REDCap; and DRI resources and platforms provided by national partners through Compute Canada. The position acts as the Queue Coordinator in re-assigning service requests and escalating incidents requiring further actions where necessary. The role is responsible for monitoring incoming request and incidents and identifying trends to inform needs assessment of researchers, such as documentation, training and gaps in service offering.

The ARC Support Analyst II has a thorough understanding of the computing activities of the UBC research community and expert-level knowledge of technical concepts and tasks, such as software installation and licensing, computer networking, terminal sessions, file transfer and authentication. The position centres on IT Service Management and assumes advanced knowledge of the ServiceNow platform. Expectations also include continuous improvements of existing user support processes and procedures, and identifying and recommending enhancements to support excellence in customer support.

Organizational Status

The ARC Support Analyst II reports to the Manager, Research Platforms. This position requires extensive contact with faculty, staff, and students system wide as well as partner organizations.

This position works with other UBC departments on all campuses, research institutes, and partner organizations nationally and internationally; to provide researchers with access to state-of-the-art DRI system services required for computationally
- and data-intensive research.

Work Performed

Specific Duties:

- Tracks, prioritizes and responds to all service requests submitted to ARC through the incident tracking system.
- Supports UBC ARC services in accordance with UBC standards and policies pertaining to system security and privacy.
- Provides assistance, training and consultation to all users and clients of DRI services and resources.
- Provides consultation and assistance to UBC users in identifying and getting access to IT services and solutions available across the IT ecosystem at UBC.
- Provides advice and support to researchers in getting access to the national DRI platforms (Compute Canada, NDRIO, Portage, etc.).
- Create and generate metrics, reports, dashboards, etc. to identify trends in service delivery outcomes, such as recurring service problems, frequent user requests, gaps in service offering.
- In consultation with ARC managers, recommends improvements to ARC infrastructure and services based on metrics such as usage, system logs, automated analytics, and client feedback in order to better align with current and anticipated research needs.
- Develops and maintains appropriate and user-friendly technical procedures, methods and network documentation.
- Contributes to the development, test and implementation of procedures and methodologies supporting the delivery of operational and user support for ARC services.
- Contributes to the development and maintains technical user documentation (TUD) and research support knowledge content.
- Keep abreast of current and emerging DRI services and platforms in support research computing.

Core Duties:

- Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
- Makes recommendations on the use of the appropriate technology services and products and the purchase of related hardware, software and network equipment.
- Researches emerging technologies and their potential impact on the enterprise.
- Provides technical support and troubleshooting in the use of information technology products and services.
- Installs and maintains servers, networks, and re

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