ISC Support Specialist

The University of British Columbia; Vancouver; On-site; CAD 69,000 - 99,000; Full time

Job summary

The University of British Columbia (UBC) in Canada is seeking an ISC Support Specialist to provide front-line support for ISC products and services. You will diagnose, troubleshoot, and resolve end-user issues, while maintaining knowledge base content and service centre documentation to enable efficient support.

As part of the Integrated Service Centre, you’ll collaborate with cross-functional teams, support access controls, and contribute to continuous improvement.

Qualifications

• Undergraduate degree or equivalent
• Minimum two years of related experience in a service/help desk role
• Experience with HR/Finance or Student Services is an asset
• Familiarity with ticketing systems such as ServiceNow is an asset

Responsibilities

• Provides first level support for ISC products and services including troubleshooting, diagnostics, and resolution of end-user issues
• Escalates and documents problem status with clear notes; supports authentication and access controls
• Develops and maintains knowledge base content and ISC service centre documentation
• Collaborates with ISC team and broader UBC community to improve processes and maintain service excellence

Skills

Customer service

Technical troubleshooting

Communication skills

Team collaboration

Education

Undergraduate degree in a relevant discipline

Tools

Workday

PeopleSoft

ServiceNow

Cisco/Teamviewer/SharePoint toolbox

Job description

Staff - Non Union Job Category M&P - AAPS Job Profile AAPS Salaried - Administration, Level A Job Title ISC Support Specialist Department Service Desk - STU | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations Compensation Range $6,143.67 - $8,830.25 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date August 24, 2026

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

Job End Date Ongoing

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 University of British Columbia ( UBC ) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America s most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC s Next Century. The Integrated Service Centre ( ISC ) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students. The ISC Support Specialist provides front-line support for the UBC community, ensuring that UBC stakeholders are effectively enabled. This position provides technical advice and support to end-users/customers by analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve issues. Organizational Status Reports to the Manager, Service Desk. Works in partnership across the ISC Support Specialist team and the broader UBC community to deliver integrated services for all stakeholders, continuously improving upon ISC service and related product solutions. Frequently engages across UBC community to execute on service excellence, resolving queries and escalating as required.

Work Performed

1) Provides first level support to the UBC community for ISC products and services:

• Analyzes, troubleshoots, and diagnoses root causes and applies appropriate solutions to restore end-user issues.
• Diagnose and resolve problems for ISC services and products, using tools for remote support as required; escalates when necessary, and documents problem status and action taken.
• Advises on processes and procedures based on integrated service requirements, related to user issues.
• Identifies and troubleshoots system issues such as password issues, access issues, desktop hardware or software to resolve access to service.
• Understands current outage or outstands bug lists to provide users with information about known issues.
• Provide information and advice on business processes with multiple systems.
• Applies privacy and information security practices specifically on the handling of PI (documenting, transferring, securing) and the requirements for transferring and for setting confidential tickets; understands PrIS policies and procedures as well as the implications on user support.
• Develops Tier 0/1 content materials to enhance knowledge base and keep information accurate and current; prepares and maintains Service Centre documentation is accordance with prescribed standards.
• Strong understanding of services provided across UBC and endeavors to gain knowledge in both technical and functional areas.
• Performs authentication services and access controls for ISC products as required and able to assist in access request information collection and diagnosis.
• Follows service management procedures to link between incidents, problems to incidents, incidents to change, and incidents to knowledge sources.
• Supports any tracking of incident trends and/or coordination required by UBC critical incident response.
• Provides feedback on continuous improvement for processes performed.
• Stays current on key events or cycles taking place across UBC (e.g., month end, deadlines, releases, academic cycles, etc.); stays informed on system statuses, releases, priority issues, and problems.

2) Develops and maintains effective partnerships across the ISC.

• Partners across the team to align work, priorities and practices, ensuring that they are informed of system statuses, product releases, and priority issues and problems.
• Partners across the ISC to provide feedback on processes performed to drive continuous improvement practices; supports the tracking of incident trends and/or coordination required for UBC’s critical incident response.

3) Advocates for a partnership that moves UBC’s practices from system of record to platform of engagement through collaborative and innovative efforts.

• Solicits feedback from their leader and respective stakeholders, fostering an agile, innovative, and collaborative environment.
• Partners with relevant stakeholders to resolve issues related to engagement, adoption, sustainment, and continuous improvement.

4) Actively promotes best practices in the security and privacy of personal information and data; makes recommendations to improve processes and procedures where necessary.

5) Performs other related duties as required.

Consequence of Error/Judgement Contributes to the broader Support team. Provides feedback to enhance services provided on University -wide products / solutions. Focusing on partnerships and excellence will ensure optimal functionality and customer satisfaction in support of ISC’s strategic goals.

Supervision Received

Reports to the Manager, Service Desk. Works in collaboration on a team within the Service Centre and across the ISC. Work is reviewed in terms of quality, achievement against objectives, and focus on collaboration and innovation.

Supervision Given

Acts a mentor or coach to peers as required.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

• 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

• A minimum of two years of help desk or customer service related experience or the equivalent combination of education and experience.
• Experience providing customer service for HR, Finance and/or Student Services would be an asset.
• Experience working with ticketing systems such as ServiceNow is an asset.
• Workday and/or Peoplesoft experience is an asset.
• Experience working in a complex, academic environment is preferred.
• UBC experience is an asset.
• Proven ability to remotely troubleshoot end-user queries, leveraging problem solving skills, knowledge repository and Service Centre tools.
• Demonstrated understanding of functional business requirements within a university context.
• Proven commitment to and track record of service excellence.
• Experience working with a range of tools such as Cisco Call Centre phone routing, Teamviewer, Confluence and/or Sharepoint, Canvas, Qualtrics, AccessUBC, and Skype for Business is considered an asset.
• Excels in cross-functional teams to meet critical, time-sensitive deadlines.
• Excellent interpersonal skills including active listening, written and verbal communication for diverse audiences, and conflict management.
• Strong attention to detail and accuracy; exercise tact and discretion.
• Demonstrated understanding of ticketing systems such as ServiceNow or other related product.
• Demonstrated ability to work in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.
• Demonstrated service excellence orientation.

The University of British Columbia is a global centre for research and teaching, consistently ranked among the top 20 public universities globally. A large part of what makes us unique is the community of engaged students, faculty and staff who are collectively committed to shaping a better world. Recognized as a leading employer in British Columbia and Canada, UBC supports inspired students, faculty and staff on their journey of discovery, and challenges them to realize their greatest potential. New ideas, changing infrastructure, innovative technology, and fresh approaches are opening up possibilities for the future of research, teaching, and work. Are you ready to embrace the future together? Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, and/or Indigenous person. All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority. If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at [e-mail].