Technology Support Analyst l

Job Category

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

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 Library Technology Support Analyst I provides operational support and technical advice in use,
configuration, and selection of software, web applications, and various end user devices in support of Library
services.

ORGANIZATIONAL STATUS
Reports to the Technology Projects & Support Librarian, Technology, Discovery, & User Experience (TDUX) Unit. Interacts directly with faculty, staff, and students. Collaborates with UBC Library and Library IT colleagues to coordinate technology support and assist with application operations, implementations, and enhancement projects.

WORK PERFORMED

Specific Duties:
• Performs technical services, operational tasks, and application and user support, on Library-related
applications.
• Supports the planning and implementation of a variety of Library applications.
• Responds to end user related trouble tickets and may define or vary escalations when appropriate.
• Plans, coordinates, implements, and reports on quality assurance, scheduling, and implementation of
approved application changes/upgrades/functionality improvements

Core Duties:
• Provides advice on information technology improvements, services, policies, and procedures.
• Designs basic record and report formats.
• Develops training materials and provides training for users in use and configuration of software, web
applications, and various end user devices.
• Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when
necessary, and documents problem status and action taken.
• Performs preventive maintenance tasks.
• Modifies and debugs existing web application modules using disciplined software development
processes, quality standards, and procedures.
• Prepares and maintains documentation in accordance with prescribed standards.
• Maintains appropriate professional designations and up-to-date knowledge of current information
technology techniques and tools.
• Performs other related duties as required.

CONSEQUENCE OF ERROR

Consequences of error could translate to prolonged downtimes of mission critical applications at the individual, departmental or workgroup level. Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring additional operating costs, violating legal and other regulatory requirements, and/or negatively impacting the public's perception of UBC.

SUPERVISION RECEIVED

Works autonomously in accordance with general instructions as to methods and procedures. Reports to the Technology Projects & Support Librarian, Technology, Discovery, & User Experience (TDUX) Unit. Expected to demonstrate initiative and operate with minimum supervision.

SUPERVISION GIVEN

The incumbent will not be required to supervise anyone. However, this person must be able to
work collaboratively with those at UBC Library, the Library IT team, and more broadly, with those in UBC IT.

QUALIFICATIONS

- Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.
Graduate degree in Library and Information Science an asset.
- Minimum of two years' experience or the equivalent combination of education and experience. Experience
working with enterprise level applications and networks.
- Experience with content management systems, such as WordPress and Springshare
LibGuides and LibCal
- Experience with supporting users in Windows and Mac/OSX environments.
- Experience with trouble ticketing systems such as JIRA and ServiceNow.
- Knowledge of HTML, CSS, and technical integrations an asset
- Effective, demonstrated project management skills
- Excellent oral and written communication skills
- Initiative, flexibility, and a problem-solving mindset
- Strong time management skills
- Able to work independently