Support Analyst I

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Job Profile

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Department

Compensation Range

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Posting End Date

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

Job End Date

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

The Identity and Access Management Function is a combination of business process management and the technology used to manage data on IT systems and applications about users. The managed data includes user objects, identity attributes, security entitlements and authentication attributes.

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.

This position reports to the Manager of Identity and Access Management and works under the guidance of a team lead within the IAM team. The role involves close collaboration with staff across all areas of Information Technology, as well as with administrative and academic offices and faculty, to coordinate and support IAM services. The analyst will engage directly with technology professionals from various university departments to ensure seamless application support and incident resolution.

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.

• Develops and maintains critical documentation, including operational procedures and IAM service integration guides, ensuring clarity and accessibility for customers, end-users, and application support teams.

• Performs data analysis in preparation for conversion and clean up. Develops and/or prepares conversion programs and procedures; assists with conversion functions.

• Ability to effectively manage multiple tasks and priorities and work under pressure to meet time sensitive and mission critical deadlines.

• Ability to take initiative and work with limited direction.

CONSEQUENCE OF ERROR

Information Technology is vital to the University's mission of becoming one of the world's leading institutions. The critical services supported by IT depend on reliable application systems to function effectively for all students, faculty, and staff. These systems are expected to be operational 24/7, without interruption.

The Access and Identity Analyst's decisions and actions directly influence the performance and reliability of these systems. Poor judgment, inadequate analysis, or failure to act promptly can compromise system functionality, leading to significant negative consequences. Unreliable systems or failure to meet performance and availability standards can damage the reputation of both Information Technology and UBC, affecting the broader University community. Such failures could result in substantial financial losses due to reduced productivity, funding gaps, and lost revenue, impacting thousands of students, faculty, and staff.

SUPERVISION RECEIVED

This position operates under the overall guidance of the Senior Manager of Identity and Access Management and receives daily direction from an IAM team lead. The Access and Identity Analyst is expected to work independently, demonstrating initiative and self-direction, while also actively contributing and collaborating as a team member.

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

- 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

PREFERRED QUALIFICATIONS

• Completion of an undergraduate degree in a relevant discipline, a minimum one year experience, or the equivalent combination of education and experience.

• Identity and Access Management basics understanding core concepts like authentication, authorization, identity lifecycle, and access governance.

• Directory Services experience with Active Directory, EntraID, or LDAP for managing identity users and groups.

• User provisioning and deprovisioning experience with user account lifecycle management and related tools like SailPoint or similar IAM systems.

• Basic understanding of Single Sign-On (SSO), multi-factor authentication (MFA), and related technologies (e.g., SAML, OAuth, OpenID Connect).

• Password Management knowledge including password policies, self-service password reset systems, and password vaults (eg. CyberArk).

• Fundamental understanding of networking concepts like DNS, VPN, and firewalls as they relate to IAM.

• Basic knowledge of compliance frameworks like FIPPA or SOX related to identity management.

• Experienced working with stakeholders and service owners

  • Communicate complex technical and business issues in both precise technical terms and approachable plain language.

  • Troubleshoot confidential personal identity account issues in time-sensitive, high-value situations on the phone, via email, and through the ServiceNow ticketing system.

  • Synthesizing technical knowledge or resolved incidents into processes and KB articles, and liaise with UBC Service Desk and Student Admissions teams to transition support for known issues to Tier-1.

FUNDAMENTAL CORE VALUES

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communicating for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.