ISC Support Specialist at University of… · Vancouver

Job Description Summary
The University of British Columbia (UBC) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America’s most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC’s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC’s Next Century.

The Integrated Service Centre (ISC) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The ISC Support Specialist provides front-line support for the UBC community, ensuring that UBC stakeholders are effectively enabled. This position provides technical advice and support to end-users/customers by analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve issues.

Organizational Status
Reports to the Manager, Service Desk. Works in partnership across the ISC Support Specialist team and the broader UBC community to deliver integrated services for all stakeholders, continuously improving upon ISC service and related product solutions. Frequently engages across UBC community to execute on service excellence, resolving queries and escalating as required.

Work Performed
1) 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.

2) 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.

3) 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.

4) Actively promotes best practices in the security and privacy of personal information and data; makes recommendations to improve processes and procedures where necessary.

5) Performs other related duties as required.

Consequence of Error/Judgement
Contributes to the broader Support team. Provides feedback to enhance services provided on University -wide products / solutions. Focusing on partnerships and excellence will ensure optimal functionality and customer satisfaction in support of ISC’s strategic goals.

Supervision Received
Reports to the Manager, Service Desk. Works in collaboration on a team within the Service Centre and across the ISC Work is reviewed in terms of quality, achievement against objectives, and focus on collaboration and innovation.

Supervision Given
Acts a mentor or coach to peers as required.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience

Preferred Qualifications
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. 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.
- 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.
- 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.