Student Systems Coordinator

Staff - Union Job Category CUPE 2950 Job Profile CUPE 2950 Salaried - Student Info Support 4 (Gr7) Job Title Student Systems Coordinator Department Support | Student Systems Management | Scheduling, Records and Systems Management | Enrolment Services Compensation Range $4,594.00 - $4,827.00 CAD Monthly Posting End Date June 18, 2024 Note: Applications will be accepted until 11:59 PM on the Posting End Date. Job End Date This posting is for two vacancies. 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 Description Summary

The Student Systems Coordinator oversees daily operations of the Student Systems Management Team within Enrolment Services. The Student Systems Coordinator performs duties across functional areas which includes: overseeing the operations of provisioning access to UBC’s Student Information Systems (SIS), responding to complex inquiries for which no formal policy, procedure or precedence exists, and maintaining and updating Student Information Systems as needed. The Student Systems Coordinator also plays a crucial role to ensure the provisioning of accurate information, guidance, and direction on issues such as student data and records within the Student Information Systems, including developing solutions and protocols to analyze and resolve records related issues and participating in other ES and IT related initiatives.

Organizational Status

The Student Systems Coordinator reports to the Business Solutions Analyst, Team Lead, Student Systems Management. The Student Systems Coordinator will work closely with staff within the Student Systems Management team and/or units within UBC IT, and will escalate issues to other team members as needed.

Work Performed

Access Management

• Acts as primary contact for the UBC community regarding security and access to student information, responds to inquiries by telephone, email, and/or in-person, and provides specialized and complex information around security and access to SIS users at Vancouver and Okanagan campuses
• Responsible for prioritization of student system access provision/de-provision requests, responds to requests within established service standards, and resolves or escalates requests within a timely matter
• Reviews and ensures completeness of requests, evaluates requests and assigns security and access permissions to data and systems in accordance to university policy (including but not limited to Policy SC14 and Information Security Standards), legislative requirements (e.g. FIPPA), best practices, and establish standard operating procedures
• Conducts audit reviews of users and access groups and makes recommendations to resolve any identified issues
• Engages with faculty, departments, and units to review their users and level of access on a regular basis
• Actively promotes best practices in the security and privacy of personal information and student data and makes recommendations to improve processes and procedures where necessary
• Troubleshoots access-related issues which may be either routine or complex

Business Support

• Acts as primary contact for the student systems user community for general inquiries, troubleshooting, user issues, and requests to the basic use of the Student Information Systems
• Responsible for prioritization of support inquiries, responds to requests within established service standards, and resolves or escalates inquiries within a timely matter
• Resolves complex issues by performing duties such as troubleshooting, investigating, taking corrective action, and referring or escalating as appropriate
• Liaises with other members of the Student Systems Management team and units within UBC IT when escalation is required
• Responsible for prioritization of reporting requests, executing and delivering reports in accordance to university policy, legislative requirements, best practices, and establish standard operating procedures
• Develops and maintains standard operating procedures
• Provides administrative support to working groups and committees as required (e.g. Enrolment Services’ Management of Technology Working Group)

Application Management

• Configures and performs updates to student systems
• Assists in the maintenance of databases, ensuring that configuration is accurate and up-to-date
• Sets up new undergraduate and graduate programs in Student Systems
• Importing large amount of data into existing student systems from a spreadsheet
• Supports Business Solutions Analyst with cyclical maintenance tasks by providing administrative support, engaging with users to collect detailed information and performing user acceptance testing

Problem Management

• Responsible for overseeing and coordinating the resolution of incident tickets. Liaises with UBC IT and other groups as necessary in order to resolve highly complex incidents and steward to resolution.
• Oversees the correction of errors in student systems
• Coordinates the day-to-day intake of duplicate student record issues, prioritizes tickets for resolution, and performs appropriate remediation
• Liaises with the staff within faculties or administrative units on duplicate student record issues – updates, assists and informs all stakeholders of progress and impacts as issues are worked on and resolved
• Updates and modifies student records to resolve data quality issues or errors, ensures the accuracy and integrity of student data and records
• Participates in User Acceptance Testing as required

Consequence of Error/Judgement The Student Systems Coordinator is a representative of ES and liaises with ES staff and various members of the university community including UBC IT, faculties and service units. This is a highly visible position, which has continuous contact with Enrolment Services staff and a very diverse university and public community. A thorough understanding of privacy legislation, UBC policies, privacy and security standards is required to adequately ensure the appropriate levels of security are met (FIPPA, Policy SC14, etc.). Unless adequate management and monitoring takes place, the integrity, privacy, and security of the SIS and student records may be jeopardized resulting in non-compliance and negative legal and reputational consequences for the University. Failure to provide service that is respectful, supportive, accurate, and also within an established service standard to our stakeholders (faculty, students and other clients) regarding access set-ups affects the reputation of Enrolment Services and the university.
Supervision Received

Direction and management is provided by the Business Solutions Analyst, Team Lead and will receive guidance from members of the Scheduling, Records & Systems Management team. This role will work independently within established guidelines and procedures under minimal supervision. Work is performed in accordance with broadly established procedures and practices requiring initiative to plan and complete recurring assignments independently, and judgement to determine which of many methods are applicable in any given situation. There may be situations where the interpretation of University and department policies and procedures is required and will need to provide guidance and interpretation to faculty and staff.

Supervision Given

No supervision given. May explain work procedures and processes to new or inexperienced staff.

Minimum Qualifications

• 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 High School graduation and two years of post-secondary diploma, plus 4 years of relevant experience or the equivalent combination of education and experience with training in office procedures and practices, preferably in a post-secondary student or client service environment. UBC experience is an asset. Knowledge of university and department policies and procedures preferred. Knowledge of Student Information Systems is an asset. UBC systems are preferred (e.g. SISC, MSC, SSC, SITS) Ability to:

• Exercise tact and discretion when disclosing information of sensitive nature
• Evaluate, troubleshoot and respond to technical help-desk type requests. Experience using incident management applications, such as ServiceNow, is an asset
• Proven ability to learn & adapt to new and existing business applications
• Familiarity with word processing documents, large spreadsheets, and e-mail management software (ie. Microsoft Office)
• Maintain a high degree of accuracy and attention to detail
• Exercise judgment and initiative in problem resolution within a team environment
• Manage multiple competing priorities
• Communicate clear & concisely through verbal and written correspondence. Experience with creating and updating standard operating procedures is an asset
• Build rapport and remain calm to defuse tense and emotionally charged situations
• Work independently and within a team environment