Academic Systems and Services Clerk

University of British Columbia - Staff; Vancouver; On-site; CAD 4,000 - 5,000; Full time

Job summary

A prominent Canadian university is seeking an Academic Systems and Services Clerk to provide support for graduate admissions systems. The ideal candidate should have a strong attention to detail, excellent communication skills, and experience in university admissions. Responsibilities include troubleshooting system issues, advising on admissions processes, and supporting academic services in a dynamic environment. A commitment to diversity and inclusion is essential.

Qualifications

• 4 years related experience or equivalent in education and experience.
• Knowledge of university admissions processes and academic terminology.
• Ability to work under pressure and handle high volumes during peak periods.

Responsibilities

• Provide user support for graduate application processes.
• Troubleshoot and solve issues related to admissions systems.
• Evaluate admissions documentation for eligibility.

Skills

Attention to Detail

Technical Aptitude

Communication Skills

Analytical Skills

Education

High School Diploma and 2-Year Post-Secondary Diploma

Tools

Microsoft Office

Workday

Job description

Staff - Union

Job Category CUPE 2950 Job ProfileCUPE 2950 Salaried - Student Info Support 4 (Gr7) Job Title Academic Systems and Services Clerk Department SAS Support 2 | Student Academic Services | Dean's Office, Faculty of Graduate and Postdoctoral Studies Compensation Range $4,594.00 - $4,827.00 CAD Monthly Posting End Date August 18, 2025

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

Job End Date

Ongoing

Please provide a cover letter as part of your application as applications without a cover letter will not be considered.

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

The Academic Systems and Services Clerk is responsible for providing user support, troubleshooting and advice on functionality related to complex student administration software systems, primarily the SITS:Vision graduate application and admission system, and Workday, and may extend to future student administration systems used at UBC as they are developed and implemented. The Clerk works closely with the Business Systems Administrator on tasks such as troubleshooting user (applicants, referees, students and staff) issues in the business systems used for graduate student admissions and management, testing solutions, and business system data maintenance. Provides business system user support in tandem with technical staff within G+PS and UBCIT to ensure compatibility between user needs and business system functionality. Advises on functionality enhancements to improve system for business uses. These responsibilities require independent decision making and the ability to diagnose user vs system errors and steps for remediation. In addition to systems-related support, this position also participates as part of the Academic Support Team in the processing of Graduate Admissions, yearly Admission Audits, and student Records and Registration and Graduation administration tasks. This is a high-volume, fast-paced position requiring strong prioritization and organizational skills.

ORGANIZATIONAL STATUS

This position reports to an assigned Academic Support Manager. Has ongoing, independent contact with the Director and Associate Director of Student Academic Services, applicants, referees, students and Graduate Program Staff. Independently communicates and works closely with the Business Systems Administrator. Works directly with other clerical and management staff in the unit, as well as with staff from UBCIT, Enrolment Services, Go Global, Awards and Student Financial Services.

WORK PERFORMED

Business systems support (65%)

• Acts as primary contact responsible for answers to technical and other user queries related to graduate applications and admissions in the SITS eVision system.
• Evaluates and troubleshoots online application user questions and difficulties in the admissions system to ensure bugs are identified and fixes are tested prior to release.
• Determines when a problem is out of scope and re-directs to Business Systems Administrator with proposed solutions
• Responsible for testing of new system functionality and bug fixes
• Investigates and troubleshoots production issues
• Fixes applicant data issues directly in system production environment
• Makes required changes to application data to remediate user errors or fulfill change requests for start date, degree or program changes based on understanding of policy and procedures.
• Performs manual fixes of application issues across multiple systems, including student number and CWL issues.
• Coordinates the collection of data required for system database imports
• Offers support for systems training sessions across campus related to the business systems
• Downloads encrypted English language test score data (IELTS, GRE, and TOEFL), decrypts and uploads to admissions systems
• Serves as back-up for additional system support in the absence of the Business Systems Manager.

Academic Services Support (30%)

Admissions

• Provides consultation and advice to graduate programs on admission eligibility of graduate applicants based on analysis of domestic and international post-secondary transcripts and credentials and other admissions documentation, according to established guidelines. Forwards highly complex files and inadmissible decisions with detailed recommendations and/or rationale for their decision to Academic Support Managers for secondary review to ensure consistency in application of policy.
• Processes change of start date requests for admitted graduate students
• Adjudicates applications and processes admissions for graduate students visiting UBC Vancouver from UBC Okanagan and via various exchange agreements; generates admission letters and performs registrations.
• Liaises with administrative staff at other academic institutions to facilitate student approvals for exchange/credit when processing admissions for exchange students.
• Clears admission provisions and conditions in system based on receipt and verification of final required documentation or completion of academic requirements.
• Participates in yearly audits of delegated admissions to ensure compliance with established policy and procedure.

Records and registration

• Makes decisions based on established and interpreted policies and processes requests for amendments to graduate student records/registration, including adding/dropping courses, change of grades based on University Policy, removal of registration blocks, transfer of programs, transfer of credits, permission for graduate students to teach courses, leave of absence, extension of maximum time period in which to complete program, withdrawal, and reinstatement. Refers requests outside of Policy to the Academic Support Manager. Communicates records change to students and Graduate Program Staff
• Evaluates notifications of program completions against established academic requirements, closes student programs, and evaluates applications for graduation based on established graduation requirements

Information Services

• Provides information and responds to complex inquiries and requests (from UBC faculty, staff, students; prospective students, other universities and the general public) on the telephone, via web systems, mail, e-mail and at the front counter on general information and specific complex questions regarding Application, Admissions, Records, Graduation and Merit-based Awards, based on established policies and regulations from Faculty of Graduate and Postdoctoral Studies Policies and Procedures manual, UBC Calendar and G+PS web site.

Performs other related duties in keeping with the qualifications and skill-set of the job. (5%)

CONSEQUENCE OF ERROR

System or data entry errors in e:Vision, Workday or other systems may result in loss of applications, and attendant revenue, for graduate programs and the Faculty of Graduate and Postdoctoral Studies. Errors in advice, support or system testing may cause significant distress or inconvenience or compromise the reputation of UBC with applicants, students and with faculty members outside UBC who are serving as online Referees in the admissions process.

Errors in decision/or information provided or processing of administrative requests could impede the academic progress of a student, cause adverse relations with students, faculty and staff, and incorrect procedures performed can cause acceptance implications, incorrect tuition fee assessments, course credits calculations, or delays for students. Any errors and/or omissions in judgment could seriously undermine the roles, responsibilities and effectiveness of The Dean and/or The Faculty of Graduate and Postdoctoral Studies.

SUPERVISION RECEIVED

Works independently under minimal supervision of Academic Support Managers, conferring regularly with the Director, Associate Director, and Business Systems Administrator.

SUPERVISION GIVEN

Assists with the training of and occasionally oversees work of new clerical and secretarial staff (new full time employees, temporary staff & Work-Learn students). Has functional supervision responsibility over the SAS Secretary on processing of application materials and records letters.

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

High School graduation and two year post-secondary diploma and preferably in a university setting or the equivalent in education and experience. 4 years related experience or the equivalent combination of education and experience. Knowledge of university admissions processes and procedures. Thorough knowledge of academic terminology. Very strong attention to detail and ability to work with data and systems with a high level of accuracy. Intermediate level in Microsoft Office products, including word processing, spreadsheet, e-mail software and Internet navigation skills. Ability to use Workday, and familiarity with enterprise information systems, database technology, and virtual desktop interface. High level of technical aptitude. Ability to comprehend and analyze North American transcripts and international academic records. Ability to effectively utilize a variety of reference resources to answer complex inquiries, including Faculty of Graduate and Postdoctoral Studies Policies and Procedures, Faculty of Graduate and Postdoctoral Studies web site, UBC calendar, and other reference sites. Ability to work well with others in a team environment and to deal effectively with faculty, staff, students and the general public. Ability to work under pressure to meet strict deadlines and handle heavy volumes during peak periods. Ability to deal effectively with people who are irate, frustrated, or upset. Ability to exercise utmost tact and discretion in dealing with private information and sensitive interpersonal situations. Strong analytical skills and ability to use good judgment. Excellent oral communication skills in English. Ability to articulate and interpret issues, guidelines or policies from one party to others clearly and without error. Ability to communicate sensitively in cross-cultural situations. Ability to communicate politely, clearly, and effectively.