Support Analyst II

University of British Columbia; Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job summary

A renowned educational institution in Vancouver is seeking a Support Analyst II to provide application support and technology solutions for learning applications serving students and faculty. The role requires strong analytical skills and a commitment to diversity and inclusion. Ideal candidates will have experience in technical support and knowledge of Learning Management Systems. This position offers competitive compensation and the opportunity to contribute to educational excellence.

Qualifications

• Minimum of three years of related experience or equivalent education.
• Demonstrated commitment to equity, diversity, and inclusion.
• Experience supporting Learning Management Systems is preferred.

Responsibilities

• Consults with user groups to determine technology solutions.
• Develops functional knowledge of learning applications.
• Provides training and documentation for users.

Skills

Technical support

Troubleshooting

Collaboration

Communication

Analytical thinking

Education

Undergraduate degree in a relevant discipline

Tools

Unix/Linux

MS Office

Job description

Staff - Non Union. Job Category: M&P - AAPS. Job Profile: AAPS Salaried - Information Systems and Technology, Level C. Job Title: Support Analyst II. Department: LTIC | User Support. Compensation Range: $6,747.50 - $9,701.42 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: September 25, 2025.

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

Job End Date: Ongoing.

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

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 Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution. The Support Analyst II provides application support, requirements definition, functional application design, configuration, implementation, testing, data conversion, training and documentation for the University’s enterprise learning applications.

Organizational Status

The Learning Applications group supports the University’s enterprise learning applications, which service faculty and students both locally and around the world. Reports to the Manager of Learning Applications, UBC IT. Generally works under the daily direction of a Team Lead. Interacts directly with faculty, staff, and students. Collaborates with University technology professionals to coordinate support and assist with application implementation and enhancement projects.

Work Performed

Specific Duties:

• Develops expert-level functional knowledge of learning applications and provides recommendations on how they can be configured or enhanced to support the University’s vision of transformative student learning.
• Assists in the diagnosis and resolution of technical issues with other University technology professionals in a complex and highly-integrated environment of administrative systems, learning technologies, and student information systems.
• Identifies, elicits and documents business requirements, defines business rules and communicates requirements for the implementation of business solutions. May prepare functional, system and program specifications.
• Develops quality assurance and performance tests to prevent application or infrastructure changes from negatively impacting service and performs testing.
• Analyzes processes for the conversion to a new learning technology. Develops and/or prepares conversion programs / procedures and provides conversion assistance.
• Prepares training plans, training materials, and trains clients, as required, during system implementation.
• Contributes to the development of archival/retention procedures, capacity plans, feasibility studies, service level commitments, and disaster recovery plans.
• Liaises with the technical support units of vendors.
• Participates in campus learning technology committees and communities to better understand client requirements and encourage collaboration in the development and support of learning technologies.
• Contributes functional expertise to the on-going strategic planning and development of the University’s learning technology ecosystem.

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.

Consequence of Error/Judgement

The University’s enterprise learning applications are mission critical components of the educational technology infrastructure that 60% of UBC’s faculty use to deliver their courses. Student users of these applications represent 80% of our local student population with thousands more who access these applications as distance learners around the world. The dependencies on the University’s learning environment have made it critical that these applications perform at a very high level with little or no disruption of service. The decisions and actions taken by the Support Analyst will have a direct impact on how efficiently and effectively the University’s enterprise learning applications will perform and function. Errors in judgment, poor decisions or advice, failure to act decisively could result in having a detrimental impact on the University’s ability to deliver course materials in a timely fashion and conduct online testing, which could lead to placing the University in a liable position.

Supervision Received

Works under the general direction of the Manager, Learning Applications. Generally works under the daily direction of a Team Lead. Can also work under the direction of a Business Analyst, Systems Analyst, Project Manager or other senior resource as assigned. The Support Analyst must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given

May mentor students and other resources who assist with application support.

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

Preferred Qualifications

• Demonstrated ongoing career development through active and self-motivated professional development.
• Experience supporting Learning Management Systems (e.g. Blackboard, Moodle, WebCT) or similar enterprise systems (e.g. Enterprise Resource Planning) is highly desired. Strong understanding of Internet protocols (e.g. HTTP, SSL, WebDAV, SMTP, SSH, Telnet) and web services (e.g. REST, SOAP).
• Strong knowledge of web browsers, plugins (e.g. Flash, Java) and cross-browser compatibility issues.
• Experience with desktop support (e.g. MacOS X, Windows).
• Proficient with Unix/Linux command line system.
• Proficient with office productivity tools (e.g. MS Office, SharePoint, Visio).
• Experience in several of the following areas: requirements definition, functional application design, configuration, implementation, testing, data conversion, training and documentation.
• Demonstrated proactive approach to customer service and responsiveness to customer needs.
• Good organizational and planning skills.
• Ability to work on several projects at once and to change priorities quickly as needed.
• Ability to work under pressure in time sensitive, mission critical situations, with a minimum of supervision.

Nice to Have:

• Understanding of instructional design best practices and learning theories.
• Familiar with learning technologies (e.g. Respondus, Wimba Collaboration Tools, iClicker, Turnitin, uPortal, Mediawiki, Wordpress).
• Familiar with streaming media technology (e.g. Kaltura).
• Familiar with monitoring tools (e.g. Coradiant TrueSight, Intermapper, Nagios).
• Familiar with databases (e.g. Oracle, MySQL), database design, and related tools (e.g. Toad, SQL Developer).
• Familiar with programming languages (e.g. Java, JavaScript, Perl, PHP) and related technologies (e.g. JSON, XML).

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 resolve complex problems across all IT solutions.