Support Staff, Arts Service Centre-Student

Staff - Union
Job Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Student Info Support 4 (Gr7)
Job Title
Support Staff, Arts Service Centre-Student
Department
Workday Student | Faculty Operations | Faculty of Arts
Compensation Range
$4,460.00 - $4,686.00 CAD Monthly
Posting End Date
April 2, 2024
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Jul 4, 2025
This is a full-time, term role that ends on July 4, 2025. There are 2 vacancies for the position.
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
UBC is underway on a multi-year project to transform its academic and administrative support processes and systems environments for the entire UBC community. Workday Student is being implemented in phases during 2023/2024. The vision for the Workday Student Program https://irp.ubc.ca/resources/student is to transform the way UBC supports learning and research, and how UBC can work to create a cohesive and integrated experience for students, staff, and faculty.
As a key member of the newly formed Arts Service Centre - Student, the Support Staff coordinates and provides senior level administrative and client support on complex functions and administrative tasks related to IRP Student applications for students, faculty, and staff in the Faculty of Arts.
The Support Staff is responsible for coordinating all operations and processes for the helpdesk, and will serve as the front-line support for the Faculty of Arts community, ensuring that stakeholders are effectively supported for work in newly launched student systems. This role's primary responsibilities are to provide advice, information, and support to IRP Student application end-users by responding to queries and analyzing, investigating, and applying appropriate solutions to help resolve Workday and IRP Student Application administrative and process issues. The Support Staff is responsible for coordination and completion of all assigned request tickets, consulting with the manager and other team members and units as required. Any technical issues or complex issues that cannot be resolved at the Faculty of Arts level to central UBC units (ex. ISC), and tracked by the Support Staff.
The Support Staff plays a pivotal role in delivering service excellence supporting faculty, staff, and student requests related to IRP Student applications within the Faculty of Arts. This role is instrumental in the faculty's transition to Workday Student and other related new student ecosystem applications, and has a primary focus on supporting requests for access, resolving non-technical issues, and supporting training.
Organizational Status
The Support Staff reports directly to the manager of the Faculty of Arts' Service Centre - Student, under the Associate Dean Students portfolio. The Arts Service Centre - Student, is a part of the Arts Workday Student implementation and transition to operational sustainment, under the oversight and direction of the Project Manager. This role requires regular cross-functional collaboration within the Arts Service Centre - Student team members, project teams, leadership, faculty, staff, students, and other stakeholders within the Faculty of Arts. The position will also communicate regularly with central service units; including Arts ISIT, UBC IT, ES, and other faculties and units responsible for IRP Student.
The incumbent will be part of an operations team that provides the Faculty of Arts with support for all IRP Student applications deployed to the faculty, including Workday Student. This role will require close collaboration with various academic disciplines, each with unique identities, values, complex degree pathways, and long-standing practices based on pedagogical objectives and the educational mission of UBC. The incumbent will liaise with other project leads as needed and consult impacted faculty, staff, and students as applicable.
Work Performed
Provides senior level administrative and client support for the unit, and coordinates all helpdesk operations and processes including the assignment, response, triaging, escalation, and completion of Workday and IRP student support requests and queries across the faculty
First point of contact for all Workday Student and related IRP student systems for the Faculty of Arts; provides complex and in-depth front-line e-mail, telephone, and in-person support for student, staff, and faculty queries
Identifies and assesses users' individual needs through active listening, and investigates and resolves complex and unique inquiries, issues, errors, and complaints with a high level of sensitivity and tact
Provides specialized information and guidance related to Workday Student and IRP Student systems business processes and administrative functions to end users across Arts; connects end users with Workday/IRP related articles, knowledge base, and FAQ articles, ensuring that all impacted users in academic and central Arts have the information required for use of relevant systems
Using discretion and independent thinking, troubleshoots non-technical issues, frequently asked questions, and identifies, investigates, and works with other Arts teams and units to resolve complex issues; escalates to Arts Workday Helpdesk Manager or complex technical or unresolved issues to other units (Arts ISIT, ISC helpdesk) as required
Identifies misrouted support requests and redirects to appropriate unit (Arts ISIT, Arts Academic Advising, Enrolment Services, Integrated Service Centre, etc.). Follows up on redirected queries to ensure they are completed and documented.
Identifies helpdesk processes and procedures that require evaluation and improvement, supports the mapping of current and redesigned processes, and makes recommendations for changes
Oversees the documentation of requests, problems, and resolutions using an incident management system; identifies and documents unresolved user problems and notifies team for further escalation. Documents and evaluates processes and procedures, and recommends ways to improve services
Compiles and evaluates helpdesk related reports, makes recommendations for changes based on reports
Maintains working knowledge of updates and issues relating to IRP Student Applications; distributes information to applicable end users across arts
Maintains current knowledge of UBC policies and procedures and actively promotes best practices related to privacy and security of student and employee information and data in Workday Student and IRP Student applications; Verifies users' identity and eligibility to ensure requests are processed in alignment with established procedures
Participates in training for Workday and IRP Student applications (Appian, etc.), develops expertise in new business processes and provides recommendations on changes to internal BP's.
Supports the planning, development, organization, and implementation of training activities within the faculty related to IRP Student applications. Provides training on Workday Student business processes and administrative functions to faculty, staff, and students.
Provides Workday Student and IRP applications' training sessions to individuals and small groups in-person or virtually, by request. Provides training and written and oral guidelines on navigating the new IRP Student systems to new employees.
Develops and sustains relationships across the Faculty of Arts and other UBC departments and other faculties and central units as appropriate
Strong understanding of services provided across UBC and endeavors to gain knowledge in all administrative and Business Process areas related to Workday and IRP Student Applications; Stays current on key events or cycles taking place within Faculty of Arts and across UBC (e.g., month end, deadlines, releases, academic cycles, etc.); stays informed on system statuses, releases, priority issues, and problems.
Provides support to relevant partners across Faculty of Arts on processes related to continuous improvement practices; supports the tracking of incident trends and/or coordination required for issue response.
Provides administrative and coordination support on special projects
Consequence of Error
Exercises judgment based on thorough knowledge of established policies and procedures. All information must be accurate and provided in a respectful, timely and supportive way. Assesses situations involving emotionally charged students and determines the best course of action. Failure to provide service that meets these standards affects public perception of the Arts Service Centre-Student team and/or Faculty of Arts and/or the university, including the university's reputation. Failure to provide correct information and accurate knowledge regarding students use and engagement with Workday and all IRP student applications could have an impact on students' ability to progress and/or graduate in a timely manner from the university.
Supervision Received
Reports to the Project Manager and works closely with the Arts Workday Student Business Analysts and Subject Matter Expert.
Supervision Given
Formally trains new staff on work procedures, and/or oversees work of students and/or temporary staff.
Minimum Qualifications
High School graduation, plus two year post secondary diploma, plus four years of related experience, or an 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
Experience with Workday and IRP Student applications an asset. Ability to maintain accuracy and attention to detail. Ability to communicate effectively verbally and in writing. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Ability to interpret and apply complex policies and procedures. Ability to develop and maintain cooperative and productive working relationships. Ability to exercise tact and discretion when working with information of a confidential or sensitive nature. Ability to work effectively independently and in a team environment. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to analyze problems, identify key information and issues, and effectively resolve