Student Systems Coordinator

University of British Columbia • Vancouver, BC

2d • CA$4,594 - CA$4,827 • Onsite

About The Position

The Student Systems Coordinator oversees daily operations of the Student Systems Management Team within Enrolment Services. The Student Systems Coordinator performs duties across functional areas which includes: overseeing the operations of provisioning access to UBC s Student Information Systems (SIS), responding to complex inquiries for which no formal policy, procedure or precedence exists, and maintaining and updating Student Information Systems as needed. The Student Systems Coordinator also plays a crucial role to ensure the provisioning of accurate information, guidance, and direction on issues such as student data and records within the Student Information Systems, including developing solutions and protocols to analyze and resolve records related issues and participating in other ES and IT related initiatives.

Requirements

• 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
• High School graduation and two year post-secondary diploma andplus 4 years of relevant experience or the equivalent combination of education and experience with training in office procedures and practices, preferably in a post-secondary student or client service environment.
• 4 years related experience or the equivalent combination of education and experience.
• Exercise tact and discretion when disclosing information of sensitive nature
• Evaluate and respond to technical help-desk type requests.
• Proven ability to learn & adapt to new business applications
• Work with word processing documents, spreadsheets, and e-mail management software (ie. Microsoft Office)
• Maintain a high degree of accuracy and attention to detail
• Exercise judgment and initiative in problem resolution within a team environment
• Manage multiple competing priorities
• Communicate clear & concisely through verbal and written correspondence.
• Build rapport and remain calm to defuse tense and emotionally charged situations
• Work independently and within a team environment

Nice To Haves

• UBC experience is an asset.
• Knowledge of university and department policies and procedures preferred.
• Knowledge of Student Information Systems is an asset.
• UBC systems are preferred (e.g. SISC, MSC, SSC, SITS)
• Experience using incident management applications, such as ServiceNow, is an asset
• Experience with creating and updating standard operating procedures is an asset

Responsibilities

• Acts as primary contact for the UBC community regarding security and access to student information, responds to inquiries by telephone, email, and/or in-person, and provides specialized and complex information around security and access to SIS users at Vancouver and Okanagan campuses
• Responsible for prioritization of student system access provision/de-provision requests, responds to requests within established service standards, and resolves or escalates requests within a timely matter
• Reviews and ensures completeness of requests, evaluates requests and assigns security and access permissions to data and systems in accordance to university policy (including but not limited to Policy 104 and Information Security Standards), legislative requirements (e.g. FIPPA), best practices, and establish standard operating procedures
• Conducts audit reviews of users and access groups and makes recommendations to resolve any identified issues
• Engages with faculty, departments, and units to review their users and level of access on a regular basis
• Actively promotes best practices in the security and privacy of personal information and student data and makes recommendations to improve processes and procedures where necessary
• Troubleshoots access-related issues which may be either routine or complex
• Acts as primary contact for the student systems user community for general inquiries, troubleshooting, user issues, and requests to the basic use of the Student Information Systems
• Responsible for prioritization of support inquiries, responds to requests within established service standards, and resolves or escalates inquiries within a timely matter
• Resolves complex issues by performing duties such as troubleshooting, investigating, taking corrective action, and referring or escalating as appropriate
• Liaises with other members of the Student Systems Management team and units within UBC IT when escalation is required
• Responsible for prioritization of reporting requests, executing and delivering reports in accordance to university policy, legislative requirements, best practices, and establish standard operating procedures
• Develops and maintains standard operating procedures
• Provides administrative support to working groups and committees as required (e.g. Enrolment Services Management of Technology Working Group)
• Configures and performs updates to student systems
• Assists in the maintenance of databases, ensuring that configuration is accurate and up-to-date
• Sets up new undergraduate and graduate programs in Student Systems
• Supports Business Solutions Analyst with cyclical maintenance tasks by providing administrative support, engaging with users to collect detailed information and performing user acceptance testing
• Responsible for overseeing and coordinating the resolution of incident tickets. Liases with UBC IT and other groups as necessary in order to resolve highly complex incidents and steward to resolution.
• Oversees the correction of errors in student systems
• Coordinates the day-to-day intake of duplicate student record issues, prioritizes tickets for resolution, and performs appropriate remediation
• Liaises with the staff within faculties or administrative units on duplicate student record issues
• updates, assists and informs all stakeholders of progress and impacts as issues are worked on and resolved
• Updates and modifies student records to resolve data quality issues or errors, ensures the accuracy and integrity of student data and records
• Participates in User Acceptance Testing as required

Benefits

• The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty, and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together?

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree