Client Service Coordinator Ii - Vancouver, Canada - University of British Columbia

University of British Columbia

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level D

Job Title

Client Service Coordinator II

Department

OCIO | Engagement Services - Academic

Compensation Range

$7, $11,372.33 CAD Monthly

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

June 7, 2023

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

Job End Date

Job Description Summary

The Client Services Coordinator II acts as a liaison between UBC IT service providers and the user groups within the faculty and manages the daily operations of information technology services within a designated client Faculty or portfolio of departments including the planning, coordination, implementation, and management of the overall technology service.

The Client Service Coordinator II is responsible for conducting business process assessments to ensure business needs within the faculty or department are identified, and that requirements are understood., Working with staff and managers within UBC IT and externally, helps translate these needs into IT solutions that align business initiatives with information technology solutions.

The Client Services Coordinator II contributes to the development of UBC and Faculty business and project plans, policies, standards requirements, and provides budget details to the client unit to ensure the successful implementation and operations of integrated, cost-effective IT services within a specific Faculty or unit and manages related projects and operations.

Organizational Status

The Client Services group within UBC Information Technology is responsible for providing broad overall management of UBC IT s services within a client portfolio and acting as their single point of contact for UBC IT s services, including obtaining and supporting services, and developing and reporting on performance measurements.

Reporting to the Senior Client Service Manager responsible for the designated faculty or department, the Client Service Coordinator II interacts with staff and faculty across the designated faculty or unit and provides them with technology advice.

Within UBC Information Technology, the Client Services Coordinator II works at an intermediate level. Actively participates as a member of the UBC IT Services Group leadership team.

This position has interdependencies with:

UBC IT Infrastructure group, UBC IT Client Services Group, UBC IT Project Office, UBC IT Strategy group, UBC IT Human Resources groups, UBC IT Finance groups, various members of designated departments and faculties, other IT groups on campus, and selected vendors providing ongoing contracted services to UBC IT.

Work Performed

Based on business needs, develops the overall IT operating plan for a department or faculty
Plans and directs the day to day operations of a Client IT support unit, including administrative, teaching, and research support, and management of teaching and research labs as required

Develops operational plans, processes and practices to ensure efficient and effective IT operations in accordance with established service levels

Identifies implementation options, evaluates risks, benefits, complexity and flexibility of the various options, and discusses approach and recommendations with staff and stakeholders.
Produces and reviews performance reports, analyzes results; Identifies issues and takes appropriate actions to resolve
Responds to client escalations and follows up to ensure timely resolution. Analyzes issues and takes appropriate corrective action
Consults with senior members of the client organization to understand expectations and requirements
Coordinates and schedules the activities of a multidisciplinary team of staff and ensures excellent performance through collaboration with UBC IT service owners, and coaching and mentoring for service excellence
Coordinates the activities related to strategic assessments of IT services within the faculties, make recommendations for optimizing resources, and develop associated plans upon request.
Provides advice to academic, administrative, and research units within their portfolio, and proposes strategic and tactical directions for meeting their current and future technology needs, taking into account the current and planned portfolio of services and business processes to align them with UBC s campus IT strategy
Proactively identifies areas that are of key risk or are not aligned with the overall strategic directions and works with key stakeholders to identify the