Support Analyst I

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level B

Job Title

Support Analyst I

Department

OCIO | Enterprise Identity & Access Management | Service Operations

Compensation Range

$6,251.00 - $8,986.00 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

November 14, 2024

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

Job End Date

Dec 1, 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

The Access and Identity Analyst will play a critical role in managing and resolving a high volume of identity incidents that impact student matriculation. This position ensures that identity-related issues are addressed promptly to prevent delays in student enrollment and start dates. The analyst will work closely with various support teams, including Workday Student, LLIS, ASMT, and Student Enrolment, to provide timely and effective incident remediation, helping to maintain smooth university operations.

ORGANIZATIONAL STATUS

As UBC’s user community continues to grow outside its traditional organizational boarders so does the complexity of our user ecosystem and the need to bolster our information security controls. This leads to the need to validate users with high degree of certainty, their entitlements to our IT services as well as access governance. With the increase in our user base the need to auto provision and de-provision with extreme accuracy is also required to ensure a sustainable operating model.

WORK PERFORMED

Core Duties:
- Accountable for the handling and resolving the high volume of identity-related incidents that impact student matriculation, ensuring timely resolution before students' start dates to prevent enrollment delays.- Leads IAM’s technical collaboration with key support teams such as Workday Student, LLIS, ASMT, and Student Enrollment, ensuring seamless coordination and effective incident resolution to maintain smooth operational workflows.- Oversees and analyzes user feedback on present or proposed business procedures, problems, and requirements in order to define systems needs and streamline system workflow.- Takes ownership of system monitoring and issue analysis, driving recommendations for improvements across all supported identity infrastructure to ensure optimal operations.- Leads the contributing efforts to the preparation of documentation and definition of system specific dependencies to assist in problem analysis including user and technical manuals for review by senior Systems Analysts.- 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.

Specific Duties:
- Coordinates resolving identity issues of CWL accounts and affiliated identifiers. This would include validating account ownership, consolidating identity profiles across the IAM ecology, and orchestrating communications with service teams who manage employee and student appointments.- Proactively reviews IAM account populations, identifying and resolving compliance issues in alignment with UBC's security and entitlement policies.- Assists in the coordination or management of responses to breaches or violations of secure access and privacy policy or regulation.- Builds and maintains good working relationships with other IT groups, teams, colleagues and peers. Builds and sustains good working relationships with customers and captures the customer's business needs.- Participates in end user committees as required on behalf of UBC IT. Maintains communication and develops relationships with the user community in order to develop a sound knowledge of their business and their priorities. Based on client feedback develops recommendations and presents options for improvements and efficiency.- Leads the review of current support processes and methods of support delivery in order to provide technically accurate solutions to customers and to improve customer satisfaction. Brings recommendations for improvement to the Team Lead and/or the Manager.-