Systems Analyst I-1

Staff - Non Union

Job Category
M&P - AAPS

Job Profile
AAPS Salaried - Information Systems and Technology, Level B

Job Title
Systems Analyst I-1

Department
Collaboration 2 | MedIT | Faculty of Medicine

Compensation Range
$6,068.92 - $8,724.25 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
March 26, 2024

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

Job End Date

Mar 31, 2026

This position is located within a health-care facility, therefore, the successful candidate will be required to provide verification of full vaccination against Covid-19 provided prior to the start date, as required by a provincial health mandate.

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 Systems Analyst I provide technical advice and support for a variety of technology, equipment and services to the faculty, staff and students of the Vancouver Fraser Medical Program (VFMP). Additionally, the Support Analyst I will support the use of information technology resources, audio-visual and videoconference facilities for teaching and research.

This position supports the onboarding of Faculty of Medicine (FoM) departments to UBC IT and FoM Digital Solutions services, maintenance and upgrades to IT and AV services, and resolving videoconference related issues. In addition, this position provides user training as well as in person and remote support for the Medical Program’s faculty and staff.

The role requires moving and lifting a wide assortment of equipment, may be required to work on shift rotations and provide support after regular business hours when necessary. This is a "real time" position, with the need for sharp focus and unbroken concentration.

Job responsibilities may be carried out in more than one location, including the University of British Columbia, Vancouver General Hospital, Royal Columbian Hospital, Surrey Memorial Hospital, BC Children's & Women's Hospital and St. Paul's Hospital. Additional travel may be required to support other locations within the health authorities of the province (Vancouver Costal Health, Fraser Health, Provincial Health Services Authority). This position rotates across various locations, including within healthcare facilities.

The Support Analyst I is part of the team responsible for the day-to-day operational readiness of instructional facilities. Viewing of the VFMP's curriculum may cause some discomfort for the uninitiated to medical education.
Organizational Status

Our Vision: To Transform Health for Everyone.

Ranked among the world’s top medical schools with the fifth-largest MD enrollment in North America, the UBC Faculty of Medicine is a leader in both the science and the practice of medicine. Across British Columbia, more than 12,000 faculty and staff are training the next generation of doctors and health care professionals, making remarkable discoveries, and helping to create the pathways to better health for our communities at home and around the world. 

The Faculty—comprised of approximately 2,200 administrative support, technical/research and management and professional staff, as well approximately 650 full-time academic and over 10,000 clinical faculty members—is composed of 19 academic basic science and/or clinical departments, 3 schools, and 25 research centres and institutes. Together with its University and Health Authority partners, the Faculty delivers innovative programs and conducts research in the areas of health and life sciences. Faculty, staff and trainees are located at university campuses, clinical academic campuses in hospital settings and other regionally based centres across the province.  

Digital Solutions is the core IT department within the Faculty of Medicine. Overseen by the Deputy Chief Information Officer, Faculty of Medicine; this position sits within the Core Technologies portfolio in Digital Solutions providing synchronous (real time) communication solutions to enable the Faculty of Medicine to meet its mandate – in particular the Distributed Medical Education Program.

The Faculty of Medicine is provincial in its education and service mandates; while being simultaneously national and international in stature with regards to its research programs. As such faculty, staff, researchers and students require the ability to meet in a live, synchronous manner using audio and video, along with shared content.

This role reports to the Team Lead, Collaboration on daily operation and project tasks. The role will receive instruction from Digital Solutions Managers, Team leads and Project Managers.

This position works closely with program and technology staff at all regions of the MED Program. These are: Southern Medical Program (SMP), Island Medical Program (IMP) and the Northern Medical Program (NMP). Additionally, this position works with other units within the Faculty of Medicine IT operations, UBCIT and Health Authority IT units, to ensure smooth and continued operations of the MED Program.
Work Performed

Specific Duties:

• Guides new clients through the stages of service onboarding. Works closely with our clients to understand their unique IT needs and ensure a seamless transition to UBC Services. Tasks include: client onboarding, needs assessments, documentation, training, issue resolution, hardware/software deployment, process improvement, collaborating with other service providers.
• Provides IT support and maintenance for the Faculty of Medicine, Digital Solutions services. Maintains core application infrastructure, change management, application lifecycle. Resolves network, video and workstation problems in complex situations with minimum supervision, (e.g., to efficiently address hardware failures, connectivity problems in accessing the network from workstations, resolve server failures, etc.)
• Responds to requests from the Medical Program's Faculty, staff, and supported units in setting up/operation, providing training of audio-visual facilities including: video/data projection systems, computer presentation equipment; videoconferencing equipment/systems and other audio-visual equipment.
• Performs maintenance on audio-visual equipment and systems and troubleshoots malfunctions of equipment to ensure that equipment is operating properly.
• Analyzes, recommends and purchases hardware and software.
• Manages and provide operational support/maintenance for Faculty-wide inter-site, interdepartmental, inter- institutional remote access educational information systems.
• Liaises with other technical personnel within Faculty of Medicine Digital Solutions, UBC IT and Health Authorities IMIT groups throughout the province.

Core Duties:

• Assist clients in the seamless transition to UBC IT services, ensuring a smooth and efficient onboarding process.
• Collaborate with clients to identify their specific IT and AV requirements and tailor our services accordingly.
• Provide clients with technical guidance and support during the onboarding process, addressing any concerns or questions.
• Act as the primary point of technical contact for clients during the onboarding phase, addressing and resolving any issues promptly.
• Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.

• Test, implement and deploy new hardware, firmware, software and security updates.
• Troubleshoot and maintain a variety of software, hardware, peripheral equipment and related classroom technologies. This includes but is not limited to: Cameras, microphones, projectors, computers and audio-visual servers.
• Maintains core application infrastructure, including virtual servers, networks and firewalls.
• Supports application lifecycle and applies and follows appropriate change management methodologies and best practices.
• Understanding of Windows Active Directory and Group Policies.
• Intermediate understanding of networking principles in an enterprise environment.
• Write and maintain documentation for assigned programs in accordance with prescribed standards.
• Ensure that approved vendor list, inventory and warranty records are up to date, that good working relationships with vendors are maintained and that vendors provide required support of IT and AV needs.
• Stay up-to-date with the latest IT trends, technologies, and certifications to enhance skills and knowledge.
• Performs other related duties as required.

Consequence of Error/Judgement
Work requires judgment and initiative. Errors could have a significant impact on the continued functioning of the MED Program's curriculum data and video networks with subsequent effects on Medical School Accreditation and future finance.
Supervision Received
Works under guidance and receives instructions from the Core Technologies Manager and Team Lead, Collaboration; additional inter-site accountability within the MED Program.
Supervision Given
None.
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

Microsoft and other industry certification are preferred. Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars preferred. Experience supporting a variety of Windows PC, Macs, Linux, Enterprise Networks and other technical environments is preferred.

Knowledge and ability to effectively use and troubleshoot Windows PC s, Macs, Linux, printers, Enterprise Networks, Active Directory deployment and management and print server management.

In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS Project and other desktop tools.

Knowledge of networks and software distribution tools.

Knowledge of Collaboration tools including: Zoom, MS Teams, WebEx

Demonstrated experience working with both technical and user personnel.

Ability to effectively manage multiple tasks and priorities, often to meet critical, time-sensitive deadlines

Formal training in audio-visual service (i.e., industry training, seminars, associated credentials, such as Cisco or Crestron Certification).

Possession of a Class 5 driver’s license and access to a motor vehicle

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically.

Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Set’s objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve

complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution.

Solicits the input of appropriate technical experts and managers as required.