Support & Training Analyst

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Job Profile

Job Title

Department

Compensation Range

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

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

Job End Date

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

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 Support and Training Analyst performs Tier 1 and 2 support, providing enrolment services business expertise and Workday Student subject matter knowledge.

The Support and Training Analyst works in collaboration with Integrated Service Centre (ISC) to support Enrolment Services (ES), as well as to the broader UBC faculty and staff community in analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve Workday Student issues and/or achieve business enablement. As a representative of ES, the Support and Training Analyst works cross-functionally with other departments/units across UBC and acts as a liaison between ISC and ES. When responding to tickets, this role actively builds and maintains relationships with business units and stakeholders, including issue identification and resolutions. The Support and Training Analyst will also provide recommendations on how the University's student system capabilities can be used and optimized to improve business processes and solve business problems. This position will support testing and business and functional documentation.

Additionally, this role will identify themes and trends on business process and system usage knowledge gaps. Leveraging these identified themes and trends, the Support and Training Analyst will support the design, development and delivery of on-site in-person and online training to ES and the larger university community in order to help facilitate business enablement and continuous business process improvements.

Organizational Status

The Support and Training Analyst reports to the Associate Director, Student Systems Management, while working closely with the Integrated Service Centre and the ES Learning & Engagement Specialist. Interacts directly with the extended ISC team, UBC-IT, and other administrative and academic units.

Work Performed

• Collaborates with ISC Functional Analysts on Tier 1 and 2 matters, providing Enrolment Services business and operational expertise for student system, policy interpretation and process issues; effectively troubleshooting, resolving issues, and providing end user support to ensure services meet or exceed customer service levels.

• Acts as the interdepartmental interface between the user, Enrolment Services, ISC Service Desk, systems support staff within other customer support units (such as UBC IT), and other relevant stakeholders when responding to system issues.

• Provides subject matter expertise and information in the functionality and business process areas within Workday Student

• Advises on systems management issues specific to the student functional modules of Workday and other related systems, as well as participates in major process, module or version changes. Collects requirements for custom workflows, troubleshoots workflow issues and provides functional and technical guidance to users.

• Monitors workflow logs, the performance of pro-active checking of the key workflow routing data, the analysis of failed workflows, and advances technical issues that are causing workflow processes to fail.

• Identifies, analyzes, troubleshoots, and diagnoses root causes and applies appropriate solutions to restore issues, resolve operating difficulties, resolve and reduce user problems, and improve data integrity.

• Maintains a thorough level of understanding of business and functional processes of Student transactions within the Workday application. Provides advice and recommendations towards process and system improvements based on well supported analysis and in alignment with the University's goal to be operationally efficient.

• Develops and maintains business and functional documentation, including operations and support procedures relating to the student support processes and system for internal and external consumption.

Training Support

• Proactively analyzes and determines training needs based on customer tickets, community feedback, and inputs from key partners and stakeholders including business owners/SMEs and ISC Functional Analysts, as well as from process and system changes (such as major process, module or version changes).Working in collaboration with ES Learning and Engagement Specialist, designs, develops and delivers student system and business process training, in person and online, to the University community in support of business enablement and continuous business process improvements.

• Participates in the development of communication plans and content as it relates to Workday Student such as knowledge base information and system capability updates.

• Other similar duties as required.

Consequence of Error/Judgement

The Analyst is a representative of ES and liaises with ES staff and various members of the university community including the ISC, UBC IT, faculties and service units. Activities coordinated by the incumbent will directly impact faculty, staff and student relationships with UBC and the outside community. Failure to adequately support stakeholders could result in ineffective resolution of issues that support business operations or the ineffective use of available technologies resulting in unnecessary work by faculty, staff and administrators, and impacts to the reputation of Enrolment Services within the university community.

Supervision Received

Reports to the Associate Director, Student Systems Management and works closely, including receiving strategic guidance from the ES Learning & Engagement Specialist. Works independently with minimal supervision. Exercises initiative and sound judgment in making decisions. Works in collaboration with counterparts in the ISC.

Supervision Given

Provides functional advice and technical direction to ISC and ES counterparts regarding Workday business and operational functions and workflows. Serves as a point of contact for the ISC Service Desk and the ISC Application Sustainment team. May provide guidance and direction to junior staff (e.g. coordinators) on the compilation of business and functional documentation or training materials.

Minimum Qualifications

• 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

• Undergraduate degree in a relevant discipline

• Minimum of three years of related experience, or an equivalent combination of education and experience

Preferred Qualifications

• Experience preferably in a post-secondary student service environment.

• Proven experience working with end users, preferably in a facilitative capacity, to perform requirements gathering and/or systems analysis.

• Experience with formulating recommendations on business and IT strategies to support business unit goals.

• Applies privacy and information security practices specifically on the handling of personal information (documenting, transferring, securing) and the requirements for transferring and for setting confidential tickets.

• Follows service management standard methodologies and procedures to link between incidents, problems to incidents, incidents to change, and incidents to knowledge sources.

• Ability to communicate effectively both verbally and in writing. Experience developing and writing online documentation an asset.

• Able to collaborate closely between technical staff and end users effectively.

• Able to communicate solutions and recommendations through collaboration with impacted clients and partners in a professional and respectful fashion while maintaining constant awareness of critical issues.

• Advanced level computer experience required including Excel, Access, PowerPoint, and Word.

• Demonstrated ability to build, manage and maintain high-quality and productive relationships across cultural difference.

• Demonstrated ability to effectively communicate and interact with empathy, understanding and, respect of diverse and divergent perspectives and behaviours.

• Works in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment for all staff.

• Acknowledges, reflects upon and challenges one's own biases and assumptions.

• Recognizes and addresses personal and institutional assumptions and behaviours that create barriers to inclusion

• Demonstrated ability to prioritize and lead multiple issues simultaneously.

• Basic project management skills desirable.

• Demonstrated interpersonal, organization and problem-solving skills.

• Consistent track record to adapt and to work effectively in a dynamic and constantly evolving environment under pressure to meet critical targets.

• Ability to take initiative, to work both independently and within a team environment.