Support Staff, Arts Service Centre-Student

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

Job summary

The University of British Columbia is seeking a Support Staff member for the Arts Service Centre to provide administrative and client support, focusing on Workday Student systems. The role involves coordinating helpdesk operations, managing communications, and ensuring effective support for faculty, staff, and students within the Faculty of Arts.

Qualifications

• Minimum four years of related experience or an equivalent combination of education and experience.
• Willingness to respect diverse perspectives.
• Commitment to enhancing knowledge of equity, diversity, and inclusion.

Responsibilities

• Provides senior level administrative and client support for the unit.
• Handles a wide range of complex and sensitive communications.
• Coordinates helpdesk operations and processes, including support requests and queries.

Skills

Communication

Attention to detail

Problem-solving

Tact and discretion

Education

High School graduation plus 2-year post-secondary diploma

Job description

Staff - Union

Job Category CUPE 2950 Job ProfileCUPE 2950 Salaried - Student Info Support 4 (Gr7) Job Title Support Staff, Arts Service Centre-Student Department ASC Student Support 3 | ASC Student | Faculty of Arts Compensation Range $4,594.00 - $4,827.00 CAD Monthly Posting End Date July 7, 2025

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

Job End Date

Mar 31, 2027

this is a full-time, term position with an end date of March 31, 2027

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

As a key member of Arts Service Centre – Student (ASC Student), the Support Staff coordinates and provides senior level administrative and client support on complex functions and administrative tasks related to Workday Student and related applications for students, faculty, and staff in the Faculty of Arts. The Support Staff also provides administrative, event, and communication support for the ASC Student team activities and projects.

The Support Staff is responsible for coordinating all operations and processes for the helpdesk, and will serve as the front-line support for the Faculty of Arts community, ensuring that stakeholders are effectively supported for work in Workday Student and related student systems. This role’s primary responsibilities are to provide advice, information, and support to Workday Student end-users by responding to queries and analyzing, investigating, and applying appropriate solutions to help resolve Workday Student and related applications’ administrative and process issues. The Support Staff is responsible for coordination and completion of all assigned request tickets, consulting with the Manager and other team members and units as required.Any technical issues or complex issues that cannot be resolved at the Faculty of Arts level are escalated to central UBC units (ex. ISC), and tracked by the Support Staff.

The Support Staff plays a pivotal role in delivering service excellence supporting faculty, staff, and student requests related to Workday Student and related applications within the Faculty of Arts. This role is instrumental in the faculty’s use of Workday Student and other related student ecosystem applications, and has a primary focus on supporting requests for access, resolving non-technical issues, and supporting training.

Organizational Status

The Support Staff reports directly to the Manager, Service and Administration of Arts Service Centre - Student, under the Associate Dean Students portfolio. Arts Service Centre – Student, is a part of the Arts Workday Student implementation and transition to operational sustainment, under the oversight and direction of the Director. This role requires regular cross-functional collaboration within the Arts Service Centre – Student team members, project teams, leadership, faculty, staff, students, and other stakeholders within the Faculty of Arts. The position will also communicate regularly with central service units; including Arts ISIT, UBC IT, ES, and other faculties and units responsible for Workday Student.

The incumbent will be part of an operations team that provides the Faculty of Arts with support with Workday Student and all related applications deployed to the faculty. This role will require close collaboration with various academic disciplines, each with unique identities, values, complex degree pathways, and long-standing practices based on pedagogical objectives and the educational mission of UBC. The incumbent will liaise with other project leads as needed and consult impacted faculty, staff, and students as applicable.

Work Performed

• Provides senior level administrative and client support for the unit, and coordinates all helpdesk operations and processes including the assignment, response, triaging, escalation, and completion of Workday Student and related applications’ support requests and queries across the faculty

• First point of contact for all Workday Student and related applications for the Faculty of Arts; provides complex and in-depth front-line e-mail, telephone, and in-person support for student, staff, and faculty queries

• Oversees and prioritizes ASC Student inbox, handling a wide range of complex, confidential, and sensitive communications. Responds to and resolves queries, escalating to team members as required.

• Identifies and assesses users’ individual needs through active listening, and investigates and resolves complex and unique inquiries, issues, errors, and complaints with a high level of sensitivity and tact

• Provides specialized information and guidance related to Workday Student and related applications’ business processes and administrative functions to end users across Arts; connects end users with Workday Student training materials and resources, ensuring that all impacted users in academic and central Arts have the information required for use of relevant systems

• Using discretion and independent thinking, troubleshoots non-technical issues, frequently asked questions, and identifies, investigates, and works with other Arts teams and units to resolve complex issues; escalates to ASC Student’s Business Analysts or complex technical or unresolved issues to other units (ES, Arts ISIT, ISC helpdesk) as required

• Identifies misrouted support requests and redirects to appropriate unit (Arts ISIT, Arts Academic Advising, Enrolment Services, Integrated Service Centre, etc.). Follows up on redirected queries to ensure they are completed and documented.

• Identifies helpdesk processes and procedures that require evaluation and improvement, supports the mapping of current and redesigned processes, and makes recommendations for changes

• Oversees the documentation of requests, problems, and resolutions using an incident management system; identifies and documents unresolved user problems and notifies team for further escalation. Documents and evaluates processes and procedures, and recommends ways to improve services

• Maintains systems for project documents, records management, and project databases; regularly reviews and archives documents.

• Compiles and evaluates helpdesk related reports, makes recommendations for changes based on reports

• Maintains working knowledge of updates and issues relating to Workday Student and related applications; distributes information to applicable end users across Arts

• Maintains current knowledge of UBC policies and procedures and actively promotes best practices related to privacy and security of student and employee information and data in Workday Student and related applications; Verifies users’ identity and eligibility to ensure requests are processed in alignment with established procedures

• Participates in training for Workday Student and related applications (Appian, etc.), develops expertise in new business processes and provides recommendations on changes to internal business processes.

• Supports the planning, development, organization, and implementation of training activities within the faculty related to Workday Student and related applications. Coordinates ASC Student team training activities, including scheduling, registration, and Zoom support. Provides training on Workday Student business processes and administrative functions to faculty, staff, and students.

• Provides training sessions on Workday Student and related applications to individuals and small groups in-person or virtually, by request. Provides training and written and oral guidelines on navigating these systems to new employees.

• Under the direction of the Communications Strategist, supports drafting, editing, and disseminating ASC Student communications materials including for ASC Student websites, newsletters, presentations, and other stakeholder events.

• Coordinates ASC Student calendars, working collaboratively with project team to maintain overall awareness of team timelines, activities, and events, and monitors schedules for specific projects.Resolves scheduling conflicts and notifies team of any variance or scheduling issues.

• Coordinates events, activities, workshops, and meetings including scheduling, event communication and RSVPs, attendance tracking, room booking, catering, set up and take down, and liaising with administrators and assistants across Arts units and the Dean’s Office

• Drafts and edits meeting and event materials such as presentations and agendas; attends, supports, and documents meetings and events; takes meeting minutes; tracks, follows up, and provides updates on in-progress action items, decisions, and outcomes.

• Develops and sustains relationships across the Faculty of Arts and other UBC departments and other faculties and central units as appropriate

• Strong understanding of services provided across UBC and endeavors to gain knowledge in all administrative and Business Process areas related to Workday Student and related applications; Stays current on key events or cycles taking place within Faculty of Arts and across UBC (e.g., month end, deadlines, releases, academic cycles, etc.); stays informed on system statuses, releases, priority issues, and problems.

• Provides support to relevant partners across Faculty of Arts on processes related to continuous improvement practices; supports the tracking of incident trends and/or coordination required for issue response.

• Provides administrative and coordination support on special projects

• Coordinates ASC Student financial processes including expense submission and tracking, Visa reconciliation; tracks and reconciles budget.

• Provides support for general operations and administrative tasks including facilities support, furniture coordination, office supply requirements, ASC Student team vacation tracking, stakeholder registry and listserve updates and related tasks.

Consequence of Error

Exercises judgment based on thorough knowledge of established policies and procedures. All information must be accurate and provided in a respectful, timely and supportive way. Assesses situations involving emotionally charged students and determines the best course of action. Failure to provide service that meets these standards affects public perception of the Arts Service Centre -Student team and/or Faculty of Arts and/or the university, including the university’s reputation. Failure to provide correct information and accurate knowledge regarding students’ use and engagement withWorkday Student and all related applications could have an impact on students’ ability to progress and/or graduate in a timely manner from the university.

Supervision Received

Reports to the Manager, Service and Administration and works closely with the Director and Business Analysts.

Supervision Given

Formally trains new staff on work procedures, and/or oversees work of students and/or temporary staff.

Minimum Qualifications

High School graduation, plus two year post secondary diploma, plus four years of related experience, or an 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

Experience with Workday Student and related applications an asset. Ability to maintain accuracy and attention to detail. Ability to communicate effectively verbally and in writing. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Ability to interpret and apply complex policies and procedures. Ability to develop and maintain cooperative and productive working relationships. Ability to exercise tact and discretion when working with information of a confidential or sensitive nature. Ability to work effectively independently and in a team environment. Ability to deal with a diversity of people in a calm, courteous, and effective manner. Ability to analyze problems, identify key information and issues, and effectively resolve