Client Services Coordinator II

University of British Columbia - Staff; Vancouver; On-site; CAD 8,000 - 13,000; Full time

Job summary

A leading university is seeking a Client Services Coordinator II to manage IT services and act as a liaison between IT providers and user groups. This role involves planning, coordination, and implementation of technology services to ensure alignment with university goals. The successful candidate will have strong problem-solving and communication skills, with a commitment to equity and diversity.

Qualifications

• 5+ years of related experience in IT services.
• Experience in project management and business analysis.

Responsibilities

• Manage daily IT services and operations.
• Conduct business process assessments and develop IT solutions.
• Coordinate activities of support staff and promote service excellence.

Skills

Collaboration

Communication

Problem Solving

Customer Service

Education

Undergraduate degree

Job description

Staff - Non Union

Job Category M&P - AAPS
Job Profile AAPS Salaried - Information Systems and Technology, Level D
Job Title Client Services Coordinator II
Department OCIO | Engagement Services - Academic
Compensation Range $8,305.08 - $12,952.33 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint represents an employee with full job knowledge, qualifications, and experience. Employees are typically hired, transferred, or promoted within this range.

Posting End Date May 21, 2025
Note: Applications accepted until 11:59 PM on the Posting End Date.
Job End Date May 31, 2026
This vacancy is filled by promotion/reassignment; it is shared here for informational purposes.

UBC values diversity and is committed to employment equity, fostering inclusion and fairness to support a rewarding career environment.

Job Summary
The Client Services Coordinator II acts as a liaison between UBC IT service providers and user groups, managing daily IT services within a faculty or department, including planning, coordination, implementation, and management of technology services.

The role involves conducting business process assessments, translating needs into IT solutions, and contributing to business and project planning, policies, standards, and budgets to ensure effective, cost-efficient IT services aligned with university goals.

Organizational Status

Part of the Engagement Services group within OCIO, responsible for managing IT services for client portfolios and acting as the primary contact for UBC IT services. Reports to the Associate Director, Engagement Services, and collaborates with various internal and external stakeholders.

This position requires independence and leadership within interdisciplinary teams, with interdependencies across multiple IT groups and vendors.

Work Performed

1. Develops IT operating plans based on business needs.
2. Manages day-to-day operations of IT support units, including labs and administrative support.
3. Ensures efficient IT operations through process development and performance monitoring.
4. Evaluates implementation options, risks, and benefits, and discusses recommendations with stakeholders.
5. Produces performance reports, analyzes results, and resolves issues.
6. Responds to escalations, investigates, and resolves problems.
7. Consults with senior clients to understand expectations.
8. Coordinates activities of support staff and promotes service excellence.
9. Coordinates strategic assessments and resource optimization plans.
10. Provides strategic advice to academic and administrative units.
11. Identifies risks and misalignments, working with stakeholders on solutions.
12. Coordinates enterprise service provisioning.
13. Analyzes system requirements and security needs.
14. Gathers requirements and understands client environments.
15. Works with client units to coordinate daily IT operations.
16. Develops communication strategies and maintains client relationships.
17. Provides day-to-day communication and support.
18. Analyzes data, produces KPI reports, and collaborates with IT teams.
19. Ensures compliance with policies and legal requirements.
20. Maintains professional knowledge and performs other duties as required.

Consequence of Error/Judgement

The role is critical in enabling university goals through effective IT services. Errors can significantly impact budgets and service delivery, affecting the university’s strategic objectives.

Supervision Received

Works under the direction of an Associate Director, with results reviewed for achievement of objectives. Must work independently and make decisions responsibly.

Supervision Given

Leads interdisciplinary teams and may supervise staff.

Minimum Qualifications

• Respect for diverse perspectives and commitment to equity, diversity, and inclusion.

Preferred Qualifications

Undergraduate degree in relevant fields; 5+ years of related experience; project management, business analysis, or systems integration experience; knowledge of IT products/services; experience in developing business and communication strategies.

Skills include operational process knowledge, professional development, business analysis, project management, change management, and customer service skills.

Competencies include collaboration, communication, problem-solving, relationship building, business acumen, and change advocacy.