Arts Advising Student Info Support

Staff - Union

Job Category
CUPE 2950

Job Profile
CUPE 2950 Salaried - Student Info Support 4 (Gr7)

Job Title
Arts Advising Student Info Support

Department
Program Support 4 | Arts Academic Advising

Compensation Range
$4,460.00 - $4,686.00 CAD Monthly

Posting End Date
April 2, 2024

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

Job End Date

Jul 4, 2025

This is a full-time position with term end date of July 4, 2025.

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 Student Information Support position provides complex and accurate information to current students, prospective students, departments and the general public regarding admission, course planning, student records and registration, and all other functions supporting Arts students. Interprets University and Faculty policies and procedures and provides guidance and interpretation to students. Using the Student Information Systems (SISC) and Degree Audit (DAG), Workday Student, and related ecosystem applications, assists students in making informed decisions. Informs students what they need to consider in making decisions and the academic implications of their decisions. Evaluates, researches and provides solutions to various student related matters. Reconciles records and identifies discrepancies. Embraces new knowledge about advances in technology and learning initiatives at the university and applies this knowledge to the delivery of service to students. 
 
Must be familiar with other areas of the university such as other Arts Departments, Enrolment Services, Student Development and Support Services (e.g. Counselling, Career Services, Centre for Accessibility & Student Health Services). The job requires a thorough knowledge of guidelines, policies, procedures, regulations and degree requirements for the Bachelor of Arts and the Bachelor of Fine Arts and the ability to interpret and communicate that information, via telephone, in person and email to students, their parents and other members of the university community. Provides information in compliance with the Freedom of Information and Protection of Privacy Act. Assists in the maintenance of databases such as the Student Information Systems, Transfer Credit Database, Workday Student, and related ecosystem applications, develops and delivers training to new and inexperienced staff members. Provides administrative and student service support to Arts Academic Advising Services and Arts Workday Student implementation. During the development, testing, and training for IRP/Work Day Student, assists in supporting related Arts Advising preparation and activities.  
 
Organizational Status 
 
Arts UBC degree is designed to give a student the breadth and depth of knowledge necessary for being an active global citizen. Students are often overwhelmed by the sheer plethora of courses and specializations available. The Student Information Support role provides assistance to students by clarifying degree requirements, by connecting to the appropriate resources, ultimately preparing the student for graduation. There are approximately 14000 students in the Faculty of Arts. 
 
Reports to the Manager, Academic Advising, with direction from the Project Manager, Arts Workday Student Implementation, with minimal supervision. The position works independently and with front-line and other staff. Makes independent decisions within guidelines. Requires initiative to plan and complete recurring assignments independently and good judgment to determine which of many methods are applicable. New or unusual problems outside the established guidelines and matters involving policy are referred to the Manager, Academic Advising, Academic Advisors or the Associate Director, Director or the Project Manager, Arts Workday Student Implementation, as appropriate. Interacts with all Arts academic departments and University student service units and UBC’s Integrated Renewal Program (IRP) Student.

UBC is embarking on a multi-year project to transform its academic and administrative support processes and systems environments for the entire UBC community with “Workday Student” projected to be implemented fall 2024. The vision for the Workday Student Program https://irp.ubc.ca/resources/student  is to transform the way UBC supports learning and research, and how UBC can work to create a cohesive and integrated experience for students, staff, and faculty.
 
Work Performed

• Responds to a variety of in-person, written, telephone and e-enquiries from students. Is able to communicate difficult information sensitively. Asks probing questions to determine student needs, researches and resolves complex inquiries and refers only the most complex inquiries to the Academic Advisors. 
• Understands and interprets the Faculty of Arts degree and program requirements and regulations as published in the UBC Calendar and on the website. On the basis of this information, uses the Student Information System (SIS), Degree Audit (DAG), Workday Student, and related ecosystem applications, other knowledge management resources, to provide accurate information and support to prospective and current Arts students regarding advising, degree requirements, registration, academic concession, graduation and other student support requests.
• Responds to student oral and written requests and interprets regulations regarding withdrawal from courses, letters of permission, deferred exams, transfer credits, registration blocks and review of assigned standing. Determines and processes increase in credit limits based on established guidelines. Provides information on courses and prerequisites enabling students to make informed decisions. 
• Processes documentation for the Unit which includes letters of permission, academic concessions, graduation pending or confirmation letters.
• Assists with the process of evaluating and adjudicating graduation applications.   
• Ability to handle a high volume of requests with a high degree of accuracy and urgency 
• Embraces new knowledge about advances in technology and learning initiatives at the university and applies this knowledge to the delivery of service to students. 
• Must be familiar with other areas of the Faculty of Arts, Enrolment Services, Integrated Renewal Program, Student Development and Services, Access & Diversity and student life. Refers as required. 
• Assists students in using online tools such as the Student Service Centre (SSC) and Degree Audit (DAG), Workday Student, and related ecosystem applications. Knowledgeable about resources available to students such as Learning Commons, Student to Scholar and other initiatives that support student success (e.g., workshops and study skills). 
• Must exercise good judgment, be sensitive to a wide range of cultural and individual circumstances and be able to communicate information and guidance accurately and empathically. 
• Is knowledgeable about customer service principles and provides service that is excellent, seamless and accessible. Deals with customer service complaints or refers to the Manager, Academic Advising, or the Associate Director or Director of Arts Academic Advising, or the Project Manager, Arts Workday Student Implementation, as appropriate. 
• During Workday Student testing stages, develops understanding of user test cases and assists with functional testing; supports quality assurance efforts; records test results and any deviances from expected outcomes. Escalates issues to Manager, Academic Advising, and the Project Manager, Arts Workday Student, as appropriate.  
• Under guidance from Arts Workday Student Business Analysts, supports the development of training manuals for the Student Information Support area for future state in Workday Student and related UBC ecosystem applications; Revises existing manuals and documents as applicable to reflect change from current state in SISC to future state in Workday Student.
• Assists in the training of new SIS staff, sharing knowledge and resources.  Participates in training for Workday, develops expertise in Workday and provides recommendations on changes to business processes and office procedures as needed.
• Supports data quality and validation by entering and editing student information in both old and new student systems. Verifies accuracy of information in both systems, escalates any inconsistencies to the Project Manager. 
• Prepares and review reports from Workday and other systems on a monthly (or other appropriate interval) basis; follow up on action items as needed 
• Assists on special projects within Arts Academic Advising as needed  
• Performs other duties as required. 

  
Consequence of Error/Judgement 
 
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 Arts Academic Advising Services and/or Faculty of Arts and/or the university, including the university’s reputation. Failure to provide correct degree requirement information and accurate knowledge regarding students use and engagement with Student Service Centre (SSC) and Degree Audit (DAG), Workday Student, and related ecosystem applications could have an impact on students’ ability to progress and/or graduate in a timely manner from the university. 
 
Supervision Received 

Reporting to the Manager, Academic Advising with direction from the Project Manager, Arts Workday Student Implementation, receives detailed instructions on the assignment of new duties and thereafter only on new or unusual problems. Assists with training new staff and student assistants. 

 
Supervision Given 
 
None. Assists in training of new staff and student assistants. 
 
Minimum Qualifications 

High School graduation and two year post-secondary diploma and 4 years related experience or the equivalent combination of education and experience.

Preferred Qualifications 

Experience with Workday an asset. Ability to maintain accuracy and attention to detail. Ability to determine the nature and urgency of inquiries and issues, and triage appropriately. Ability to analyze problems, identify key information and issues, and effectively resolve.   Ability to be thorough, accurate, and have a high level of attention to detail. Ability to communicate effectively verbally and in writing. Ability to respond appropriately to inquiries in person, on phone, and in writing, and make appropriate referrals. Demonstrated proficiency using MS Excel at an advanced level, including data analytics and reporting . Knowledge of project management software is an asset. Ability to accurately maintain appointment calendars, and schedule appropriate appointments. Ability to efficiently and effectively coordinate tasks.