Support Analyst Ii

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level C

Job Title

Support Analyst II

Department

LTIC | User Support

Compensation Range

$6,747.50 - $9,701.42 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

September 25, 2025

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

Job End Date

Ongoing

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

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 Description Summary

The Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution.

Organizational Status

Reports to the Manager of Learning Applications, UBC IT. Generally works under the daily direction of a Team Lead.

Work Performed

Specific Duties:

- Assists in the diagnosis and resolution of technical issues with other University technology professionals in a complex and highly-integrated environment of administrative systems, learning technologies, and student information systems.
- Identifies, elicits and documents business requirements, defines business rules and communicates requirements for the implementation of business solutions. May prepare functional, system and program specifications.
- Analyzes processes for the conversion to a new learning technology. Develops and/or prepares conversion programs / procedures and provides conversion assistance.
- Prepares training plans, training materials, and trains clients, as required, during system implementation.
- Contributes to the development of archival/retention procedures, capacity plans, feasibility studies, service level commitments, and disaster recovery plans.
- Liaises with the technical support units of vendors.
- Participates in campus learning technology committees and communities to better understand client requirements and encourage collaboration in the development and support of learning technologies.
- Contributes functional expertise to the on-going strategic planning and development of the University s learning technology ecosystem.

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 related software and hardware.
- Creates and maintains documentation in accordance with prescribed standards.
- Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Performs other related duties as required.

Consequence of Error/Judgement

Supervision Received

Works under the general direction of the Manager, Learning Applications. Generally works under the daily direction of a Team Lead. Can also work under the direction of a Business Analyst, Systems Analyst, Project Manager or other senior resource as assigned. The Support Analyst must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given

Minimum Qualifications
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
- Undergraduate degree in a relevant discipline. Minimum of three years of related experience, or the equivalent combination of education and experience.

Preferred Qualifications- Demonstrated ongoing career development through active and self-motivated professional development.- Experience supporting