Technology Support Analyst

3 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

Technology Support Analyst

Department

Student Health Services Operations | Student Health and Wellbeing | VP Students

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

January 27, 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 Support Analyst consults with user groups to determine business needs and to identify the appropriate technology solution. This position provides support for Telus Collaborative Health Record, Titanium and other Student Health and Wellbeing (SHW) related systems not covered by UBC IMITs, to an ever growing user base across UBC Point Grey Campus and parts of the Lower Mainland. This role will support and move forward large technical initiatives. They will contribute to positive outcomes for Student Health and Wellbeing by ensuring appropriate, effective and efficient technical hardware and software solutions are available to the team members across the service.

Organizational Status

Reports to the Director, Student Health Service. Supports and works directly with other Directors and leaders in the Integrated Student Health and Wellbeing portfolio. Works closely with members of UBC IT Desktop Services, and with purchased service contractors related the systems in use in SHW, to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle. Interacts with various departments within UBC IT and the SHW Department.

Work Performed

Project based:
- Leads projects related to technology solutions, assisting the department throughout all phases of the project (initiation, design, build, test, deployment, training).- Complete analysis of business and technical solutions to translate into functional requirements. Evaluate business processes, verify the requirements to the business needs of SHW, uncover areas for improvement and design responses to those gaps. Facilitate requirements and solution validation activities to ensure project deliverables will meet key business needs. Documents all processes throughout. Monitor project progress and communicates regularly with leadership team, identifying risks, challenges, and scope concerns.- Coordinates and manages upgrades of Electronic Health/Medical Record system(s), and other hardware and software as needed.

Quality Improvement:
- Ongoing consultation 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, ensuring compliance of all systems with the standards and policies set by the relevant programs, Colleges and applicable Privacy Acts.- Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.- In consultation with manager, and Desktop Services, determines enhancements for UBC microcomputer hardware and software.- Access databases and spreadsheets to analyze data. Designs basic record and report formats.- Provides advice on information technology improvements, services, policies and procedures.- Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.

Ongoing Technology and Business Support:
- Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.- Maintains and deploys standard and UBC developed software, and SHW related software.- Provides daily administration support for the Local Area Networks (LAN s) hardware and software.- Provides training, consultation and assistance to all users of SHW related software, whether provided via UBC Desktop services or via purchased services.- Provides consultation and assistance to UBC SHW IT users. Acts as a liaison between the end-user and hardware and software providers. Participate in vendor demos, matching software capabilities to business needs- Tracks and provides input to technology hardware lifecycle.- Provides Tier 1 and Tier 2 support to the SHW team- Provides technical support and troubleshooting in the use of information technology products and services.- Installs and maintains servers, net

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