The Support Analyst II consults with FORESTRY faculty members and instructors to identify, implement, evaluate educationally focused technologies for use in innovative and sustainable ways to support learning and teaching and design. The position will be responsible for creating, testing, debugging, documenting, and maintaining any technologies implemented and hosted by FORESTRY programs and tools, and UBC wide tools such as Canvas. In addition, the Support Analyst will maintain and build Faculty business web tools.
The Support Analyst II reports to the Director of IT on a day to day basis and will indirectly report to the Associate Dean Academic. Works with faculty, staff, and students, as well as various web developers and learning management professionals from other units on campus.
- Analyzes and makes recommendations on ways to improve design, function and usability for teaching websites, online courses, methods and tools
- Oversees Faculty reporting tool built on Windows IIS platform
- Develops new IIS based web applications
- Oversees the administration of FORESTRY courses in UBC’s Learning Management System
- Documents code written for FORESTRY hosted technologies, and creates user manuals and documentation for end users
- Manages security access to Faculty websites in UBC’s Content Management System and courses in UBC’s Learning Management System, that may use AD, SAML and eLDAP
- Develops and gives workshops on use of Content Management Systems and Learning Management Systems used in the Faculty
- Develops and extends Faculty’s Office 365 subscription for teaching and business needs
- Assist faculty/instructors in person with online teaching using UBC and Faculty asynchronous web teaching tools such as Canvas, Proctored, Camtasia, etc
- Assist faculty/instructors in person with UBC and Faculty synchronous online teaching and lecture capture tools such as Zoom, MS Teams etc
- Training users in the use of FORESTRY and in UBC’s learning technologies
- Ensures proper design across all courses, based on UBC standards
- Provides programming assistance (Python) to Professional Masters courses
- Stays current on emerging trends and best practices for online tools and technologies
- Guiding and mentoring junior staff and student employees with their programming tasks
- Participates in central meetings with UBC, IT and Learning Management Systems initiatives
- Performs other duties as may be required
This position receives direction from the Director of IT and indirectly from the Associate Dean Academic.
Partner’s with the Web Manager position in the Communications and Marketing unit that may involve some supervision, and any coop or work learn students in a programming role.
Consequence of Error/Judgement
Errors in judgement may result in significant impact on the reputation of faculty members, the Centre for Teaching, Learning & Technology, and the University. The work performed is integral to the teaching process.
There is a high political impact of any errors, since the data generated by this process is used for promotion & tenure.
Undergraduate degree in a relevant discipline. Bachelor’s Degree in computer science or other relevant discipline. Minimum of two years experience or the equivalent combination of education and experience. Experience working in application, software development and training related to various technologies; experience with writing software documentation, training manuals and online knowledge databases.
- Experience with Canvas LMS is a must, plus its add-ons like proctoring, Collaborate Ultra, Kaltura etc., other LMS’ a bonus
- Experience with lecture capture tools such as Camtasia and Live Presentations for PowerPoint, others a bonus
- Experience with Microsoft technologies such as Windows server, IIS, SharePoint and Azure/inTune
- Comfortable with giving workshops to 30 or more people
- Creative and have a passion for writing great code
- Excellent debugging and problem-solving skills
- You believe in Test-Driven Development
- You know what functional programming is and why it is useful
- Familiarity using version control (Git)
- Familiarity with SQL server and other databases
- Experience in .NET programming and Microsoft Visual Studio
- Experience with PHP and Python
- Worked with LDAP and authentication technologies such as SAML
- Strong written and oral communication, problem-solving and interpersonal skills
- High degree of accuracy and attention to detail
- Good organizational and time management skills
- Ability to work under pressure and handle multiple projects at a time while meeting deadlines
- Understands and relates to the academic University environment
- Demonstrated service orientation and good troubleshooting skills
- Comfortable working on projects by yourself or on a team
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 resolves complex problems across all IT solutions.
How to Apply for this Support Analyst II position
Applications should include a cover letter & CV and should be submitted by May 23, 2020.
Go to the posting directly on the UBC Staff Careers Website and follow the instructions once clicking the “Apply Now” button.
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, or Indigenous person.
All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.