University of British Columbia Support Analyst II Full Time in Vancouver, BC

University of British Columbia

Branch Vancouver BC CA

Support Analyst II
Vancouver, BC

Information Systems Knowledge – Identifies means of integrating technical support requirements with enterprise processes and strategies….

The Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution. This position provides technical expertise to assist with the implementation of strategic application systems with a focus on providing application support, requirements definition, functional application design, configuration, implementation, testing, data conversion, training and documentation. Contributes to the reliability and availability of UBC mission critical 7×24 systems by providing Tier 1 and 2 support, problem resolution, and ensuring services meet or exceed customer service levels at all times. Provides input to strategies for ongoing support and upgrade of these systems.

Organizational Status

Reports to the Manager, Academic Systems Support. Works independently and jointly within Academic Systems Support team. Collaborates with management and staff from all sections of Information Technology, other administrative and academic offices, and faculty to coordinate application support and assist with application implementation and enhancement projects. Interacts directly with other University technology professionals and third party software vendors.

Work Performed

Specific Duties:
– Acts as a functional expert in one or more business areas such as Teaching and Learning systems, Student systems, Research systems, Admissions systems, Payment processing applications, etc. Develops deep product knowledge of the applications used to support the relevant functional area and provides recommendations on how the applications can be configured or enhanced to meet the needs of the customer.
– Develops a high level of expertise in the functionality of vendor product(s). Acts as a liaison with the vendor technical support centre in order to resolve product issues.
– Provides Tier 1 and 2 operational support for production systems including troubleshooting system problem reports, resolving issues, defining operational support processes, and providing end user support.
– Assists UBC IT to identify customer requirements, design business processes, analyze and review product features, identify integration requirements, security requirements, and scalability and performance requirements. Reviews implementation options, discusses approach and recommendations with systems staff and customers, and provides input to technology recommendations for new and changing systems requirements.
– Acquires and maintains a working knowledge of the University’s application architecture(s).
– Investigates and remains current with industry technology trends that would benefit Applications implementations such as: systems development methodologies, data modeling, data flow diagrams, business process re-engineering, workflow analysis, joint application design (JAD), rapid applications development (RAD), object modeling, ELT (Extract transform and load) tools / methods and agile modeling.
– Performs data analysis, and data modeling for small to medium application systems. Develops functional specifications for system development, testing and conversion processes, within established IT technical architecture and database design.
– Performs data analysis in preparation for conversion and clean up. Develops and/or prepares conversion programs and procedures; assists with conversion functions.
– Develops and maintains relevant documentation, including that for customers, end-users, operational procedures, and application support teams. Assists with development of sound business continuity and disaster recovery plans for applications as part of the project delivery.
– Prepares detailed test plans and scripts. Designs test scenarios based on end-to-end business processes. Performs quality assurance testing including unit testing, functional testing, integration testing, user acceptance testing and load testing as required.
– Prepares training plans, training materials, and trains staff as required during system implementation.
– Contributes to the ongoing planning and analysis of systems enhancements in support of current or new enterprise services.
– Positively represents IT in the community; acts as key resource for collaboration within and across project teams and within the application development and support community on campus.
– May participate in end user committees as required on behalf of UBC IT. Maintains communication and develops relationships with the user community in order to develop a sound knowledge of their business and their priorities.
– May work with IT System Infrastructure staff to ensure that appropriate hardware and software requirements are purchased and installed to support Applications projects.

Core Duties:
– Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
– Makes recommendations on the use of the appropriate technology services and products and the purchase of related hardware, software and network equipment.
– Researches emerging technologies and their potential impact on the enterprise.
– Provides technical support and troubleshooting in the use of information technology products and services.
– Installs and maintains servers, networks, and related software and hardware.
– Creates and maintains documentation in accordance with prescribed standards.
– Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
– Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
– Performs other related duties as required.

Supervision Received

Works with considerable latitude. Work is reviewed in terms of achievement of specific project objectives. Works under the general direction of the Manager, Academic Systems Support. The Support Analyst must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given

May manage and/or mentor students and other resources staff who assist with application support.

Consequence of Error/Judgement

Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the world’s leading universities. The services supported by Information Technology require reliable application systems in order to provide critical functions that support all students, faculty and staff.

Decisions and actions taken by the Support Analyst will have a direct impact on how efficiently and effectively the systems will perform and function. Errors in judgment, poor analysis, or failure to act decisively could have a detrimental effect on these systems. This is especially the case when supporting payment processing applications (PCI compliance).

Unreliable systems or failure to meet contractual obligations for performance and availability will damage the reputation of Information Technology and UBC. This could adversely impact the University community, including the large majority of students, faculty and staff, and could cost hundreds of thousands of dollars in lost productivity, funding and revenue.


Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.

Demonstrated ongoing career development through active and self-motivated professional development. Minimum of three years experience or the equivalent combination of education and experience. Experience with Application and Desktop support. Experience with multiple programming languages and technologies.

Broad experience with one or more business functional areas such as Student Information Systems, Admissions Systems, Payment Processing Systems, Teaching and Learning systems, etc.

Experience in one or more of the following areas: requirements definition, functional application design, configuration, implementation, testing, data conversion, vendor management, training and documentation.

Experience with Apple MacIntosh.

Proficient with UNIX command line system.

Sound knowledge of browser standards, common plugins/helper apps and Internet connectivity.

Proficient with Internet protocols, standards and services such as HTTP, WWW, FTP, SMTP and Telnet.

Sound knowledge of standard office productivity tools (e.g. MS Office, Visio).

Familiarity with some of the following current development tools and environments: Java, Perl, Cold Fusion, C++, Oracle, UML, XML, XSL, SOAP, TOAD, J2EE, Websphere, Weblogic, Tomcat, Stronghold, Apache, JDK environments, LDAP, SQL, Solaris, Windows, Linux, Sun JES products etc.

Communicates effectively and persuasively with team members, collaborators and end-users, with sensitivity to the level of technical communication appropriate to the task and audience. Encourages open debate and discussion.

Ability to develop and deliver effective presentations and workshops.

Ability to effectively manage multiple tasks and priorities and work under pressure to meet critical dealdines.

Able to work on several streams at once and to change priorities quickly as needed.

Ability to quickly grasp new concepts and adjust accordingly.

Good organizational and planning skills.

Able to quickly learn new software and applications.

Able to analyze the advantages of new technology and tools and to select the appropriate technology for a given task.

Strong technical expertise and attention to detail.

Collaboration – Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the right people within and beyond organizational boundaries, by matching individual capabilities and skills to the team’s goals. Works with a wide range of teams and readily shares lessons learned and credit for team accomplishments.

Communication for Results – Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding, and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations.

Problem Solving – Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations, and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability.

Accountability – Sets enhanced objectives for self and others. Monitors performance trends and identifies opportunities to improve standards. Provides regular feedback and suggests alternative approaches necessary to ensure that organizational objectives and superior standards are achieved. Delegates responsibility and reallocates resources as needed to ensure that priorities are met for initiatives within area of responsibility.

Analytical Thinking – Determines criteria for assessing issues and opportunities. Establishes clear goals and priorities needed to assess performance. Identifies relationships and linkages between different information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Establishes clear goals and priorities. Anticipates potential problems and develops solutions needed to resolve them. Systemically analyzes relationships between apparently independent problems and issues. Reviews and cross-reviews reports. Identifies trends as well as isolated events. Translates analytical reports into management presentations, and provides guidance to resolve issues. Anticipates the possible outcome of potential solutions. Identifies areas of significant concern or opportunity. Probes and initiates research to identify critical problems.

Information Systems Knowledge – Identifies means of integrating technical support requirements with enterprise processes and strategies. Identifies technological opportunities to meet client needs. Creates information system solutions to meet the needs of business stakeholders. Partners with appropriate technical consultants, experts, and managers to resolves complex problems across all IT solutions.

UBC hires on the basis of merit and is strongly committed to equity and diversity within its community. We especially welcome applications from visible minority group members, women, Aboriginal persons, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

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Employment Type: Full Time
Location: Vancouver, BC, CA
Posted on: 2015-09-22
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