Support Staff, Arts Service Centre-student - Vancouver, Canada - UBC
Description
Staff - UnionJob Category
CUPE 2950
Job Profile
CUPE 2950 Salaried - Student Info Support 4 (Gr7)
Job Title
Support Staff, Arts Service Centre-Student
Department
ASC Student Support | ASC Student | Faculty of Arts
Compensation Range
$4, $4,827.00 CAD Monthly
Posting End Date
May 22, 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 with an end date of July 4, 2025. This is a hybrid position, with 4 days on campus and 1 day remote per week.
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 SummaryOrganizational 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.
Work PerformedProvides 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
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 servicesCompiles 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
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 projectsConsequence of Error
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.
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