Job Description

Staff - Union

Job Category BCGEU Okanagan Support Staff

Job Profile BCGEU OK Salaried - Support Services Assistant II

Job Title Support Services Asst II

Department UBCO | Support | Academic Scheduling | Enrolment Services

Compensation Range $4,270.00 - $4,897.00 CAD Monthly

Posting End Date May 1, 2023

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

Job End Date

Summary

This position provides tier two support for processes and inquiries related to Enrolment Services which may include admissions, records and registration, evaluations, graduation, academic course scheduling, academic adhocs, exams scheduling and student systems.

The Enrolment Services Specialist has an advanced level of knowledge and provides training and support to faculty and staff in the processes and procedures at UBC and the use of student systems. The position performs data entry in areas which may include registration, grades and evaluation data, graduation application and adjudication, degree audit system updates, transfer credit, course and exam scheduling and academic adhocs. This position assists in troubleshooting and resolving registration and student record issues, and provides support to other staff assisting students.

Organizational Status

This position reports directly to the Manager, Records and Scheduling and maintains strong relationships with Enrolment Services staff on both the Okanagan and Vancouver campuses to ensure full and consistent service delivery. The position supports faculty and administrative units at the UBC Okanagan campus in matters related to student systems use and enrolment services procedures. The incumbent may interact with students on general inquiries and issues related to admissions, registration, and academic records. This position is expected to perform advanced analysis and troubleshooting to make recommendations to increase efficiency and process improvements in all areas related to this position. The position is in a state of evolution whereby duties may be added or removed as operational requirements are developed and refined.

Work Performed

1. Providing advanced analysis and recommends course of action for all work areas listed in this job description including:

- Collection and maintenance of business process and procedures in departmental knowledge base and providing feedback and recommendations for process changes to create efficiencies.

2. Providing training to faculty and staff in the processes and procedures pertaining to Enrolment Services functions at UBC and the use of student and scheduling systems by:

- Developing and delivering training to faculty and staff members in the use of the student systems. Systems may include Student Information Service Centre (SISC), Faculty Service Centre (FSC), and Scientia and Degree Navigator.

- Guiding students, staff and faculty on all aspects of the SISC, Student Service Centre (SSC), FSC, Scientia, and Degree Navigator on how to use the systems.

- Trouble-shooting problems arising in SISC, Student Service Centre (SSC), FSC, Scientia, and Degree Navigator.

- Assisting stakeholders to solve more complex registration problems including correcting student data.

3. Ensuring student records are correct by:

- Creating, reviewing, and publishing examination schedules in coordination with faculties to ensure processes are followed and deadlines are met.

- Creating, reviewing and publishing academic course schedules in coordination with faculties to ensure processes are followed and deadlines are met.

- Coordination of graduation process including opening application, monitoring applicants and their eligibility for graduation, communicating with senate, ceremonies, faculties, advisors and students, updating graduation application statuses.

- Participating in the coordination of the graduation ceremonies.

- Creating and verifying the accuracy of information on parchments.

- Monitoring the distribution of graduation documents.

- Ensuring the correct policies and procedures are followed to ensure students records is a true representation of their time at UBC.

- Assisting and supporting student evaluations processes by reviewing reports generated from the SISC, verifying results based on Academic Calendar progression rules and correcting evaluation results as necessary.

- Assisting faculty to identify probation and fail standing students, and annotating student records as required.

- Monitoring evaluations and works with faculties to identify students with incomplete evaluations (eg missing Eligibility, missing grades).

- Working collaboratively with Enrolment Services staff to maintain quality control on the SISC.

- Testing system changes and new applications developed for the SISC, SSC, FSC, Scientia and Degree Navigator.

- Booking space on the Okanagan campus for academic ad hoc event purposes.

4. Providing information services to faculty, staff, students, the university and the general public by:

- Keeping current on changes to policies and procedures related to Enrolment Services processes, and identifying potential issues and opportunities to improve.

-Ensuring Freedom of Information and Protection of Privacy (FIPPA) compliance.

-Providing information, direction and guidance to faculty and staff and often students. Service areas may include eligibility, admissions, transfer credits, class schedules, registration, examinations, grades, and graduation.

- Responding to and/or escalating enquiries by phone, mail and email.

- Reviewing, understanding and accurately communicating complex regulations in the Academic Calendar and other Enrolment Services publications while identifying potential issues and opportunities to improve.

- Assisting staff and faculty in interpreting student records and student systems, to make informed decisions.

- Coordinating the process to ensure Degree Navigator is reflective of calendar requirements.

- Constantly reviewing and updating knowledge base within all areas of responsibility.

- Prepares the final exam gym invigilation schedule by gathering information from faculty/units and collating into one document to be distributed to faculty/units.

- Coordinates the hiring and training of Head exam invigilators for final exams located in the gym.

5. Performs other related duties as required.

Consequence of Error/Judgement

This position is responsible for supporting the Student Information System (SIS) including student records and registration services. Errors could result in students losing access to educational and financial opportunities. Errors reflect negatively on the reputation of Enrolment Services and the University as a whole.

The Enrolment Services Specialist must respond knowledgably and authoritatively to diverse questions concerning University and office policies/procedures related to admission, class and exam schedules, registration, fees, grades, academic records, and graduation and Degree Navigator. Students, faculty and administrative staff contact Enrolment Services because they are experiencing difficulties and they must be able to depend upon the answers provided.

Supervision Received

Reports to the Manager, Records and Scheduling, UBC Okanagan Campus. The incumbent refers to his/her supervisor only when a new policy or procedure is being implemented, or when a policy decision is required.

Supervision Given

This position does not supervise staff.

Preferred Qualifications

- Completion of secondary school and graduation from a two (2) year diploma in a relevant discipline or equivalent.Over four (4) years administrative office experience, preferably in a University setting; or an equivalent combination of education and experience.

- One (1) year of Degree Navigator programming experience and admissions experience would be an asset.

- Knowledge of UBC SISC, FSC, SSC, Scientia, Degree Audit systems and policies and procedures would be an asset. - Proven and effective organizational and administrative skills.
- Excellent time management skills and the ability to meet deadlines.
- Ability to prioritize and work effectively under pressure to meet deadlines.
- Ability to maintain accuracy and attention to detail.
- Demonstrated analytical and problem solving skills.
- Excellent interpersonal skills.
- Excellent verbal and written communications skills, including public speaking.
- A high degree of professionalism, tact, maturity, and good judgment.
- Ability to make thoughtful, informed, and thorough decisions.
- Ability to work independently and to work effectively with all levels of university personnel. Excellent computer skills and the willingness to learn new systems.
- Ability to provide quality service to customers in a courteous, patient manner.
- Familiarity with Scientia and Tableau software is an asset.

University of British Columbia