ISC Support Specialist

University of British Columbia•Vancouver, BC

About The Position

The University of British Columbia (UBC) is a global center for teaching, learning, and research, consistently ranked among the top 20 public universities worldwide. It is a diverse environment with over 70,000 community members, requiring robust and agile service providers to meet various stakeholder needs and support the university's strategic plan. The Integrated Service Centre (ISC) maintains, continuously improves, and enhances systems and processes for UBC's operational functions, including human resources and finance, with future expansion to student services. Team members work cross-functionally to provide integrated services and an enriched user experience for faculty, staff, and students. The ISC Support Specialist delivers front-line support to the UBC community, offering technical advice and support to end-users by analyzing, troubleshooting, diagnosing, and applying solutions to resolve issues.

Requirements

Undergraduate degree in a relevant discipline.
Minimum of two years of related experience, or the equivalent combination of education and experience
Proven ability to remotely troubleshoot end-user queries, leveraging problem solving skills, knowledge repository and Service Centre tools.
Demonstrated understanding of functional business requirements within a university context.
Proven commitment to and track record of service excellence.
Excels in cross-functional teams to meet critical, time-sensitive deadlines.
Excellent interpersonal skills including active listening, written and verbal communication for diverse audiences, and conflict management.
Strong attention to detail and accuracy; exercise tact and discretion.
Demonstrated understanding of ticketing systems such as ServiceNow or other related product.
Demonstrated ability to work in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
Demonstrated service excellence orientation.

Nice To Haves

A minimum of two year of help desk or customer service related experience or the equivalent combination of education and experience.
Experience providing customer service for HR, Finance and/or Student Services would be an asset.
Experience working with ticketing systems such as ServiceNow is an asset.
Workday and/or Peoplesoft experience is an asset.
Experience working in a complex, academic environment is preferred.
UBC experience is an asset.
Experience working with a range of tools such as Cisco Call Centre phone routing, Teamviewer, Confluence and/or Sharepoint, Canvas, Qualtrics, AccessUBC, and Skype for Business is considered an asset.

Responsibilities

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.
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’s critical incident response.
Advocates for a partnership that moves UBC’s practices from system of record to platform of engagement through collaborative and innovative efforts.
Solicits feedback from their leader and respective stakeholders, fostering an agile, innovative, and collaborative environment.
Partners with relevant stakeholders to resolve issues related to engagement, adoption, sustainment, and continuous improvement.
Actively promotes best practices in the security and privacy of personal information and data; makes recommendations to improve processes and procedures where necessary.
Performs other related duties as required.