Academic Support Analyst

The University of British Columbia is committed to excellence in research, innovation, and learning. The Academic Support Analyst role is responsible for overseeing registrarial processes that support academic activities, managing student records, and ensuring compliance with policies while providing support to faculty and departments. This position also involves training staff, troubleshooting issues, and engaging in strategic initiatives to enhance business processes within Enrolment Services.

Responsibilities

• Manages services for curriculum set up, degree progression and provides guidance on records management, offering support to faculty and other departments
• Develops and assesses student degree progression and records management policies to enhance service delivery
• Identifies, plans, and executes initiatives to improve business processes within the Academic Support portfolio
• Delivers training to faculty, staff, and students on Enrolment Services functions, guiding users in system navigation and compliance
• Oversees the graduation process, including application management, eligibility tracking, and collaboration with other ES staff, Senate, ceremonies staff, faculties, advisors, and students. Ensures the accuracy of graduation parchments and manages the secure distribution of graduation documents
• Enforces adherence to policies to ensure accurate representation of student records, ensuring compliance with FOIPOP and UBC regulations
• Assists in evaluating academic records, verifying progression rules, and identifying and recording academic standings, such as probation or fail status
• Maintains and updates business processes in the departmental knowledge base; provides feedback to improve process efficiency
• Maintains the accuracy and functionality of student systems, testing updates, and system enhancements
• Acts as subject matter expert on policy and enrolment procedures and proactively identifies improvement opportunities
• Responds to or escalates inquiries from faculty, staff, and students; manages escalated issues requiring detailed interpretation of Senate policies
• Accurately communicates complex regulations from the Academic Calendar and identifies potential challenges for resolution
• Coordinates with stakeholders to ensure degree auditing tools align with academic calendar requirements
• Resolves record-keeping issues, ensuring accurate data transfer and payment processing
• Contributes to strategic planning, suggesting changes to policies or procedures and implementing approved improvements
• Identifies and nurtures partnerships with units and faculties, offering expertise to facilitate adherence to university policies
• Participates in new system/software implementation, gathering requirements, building test scenarios, and providing feedback
• Provides backup support across functional areas during peak times, vacations, and staff absences

Skills

• Undergraduate degree in a relevant discipline
• Minimum of one to 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
• Experience preferably in a student service environment
• Ability to adapt to changing priorities and experience with assisting staff during times of transition
• Experience with policy interpretation and administration
• Computer experience required (Intermediate level understanding of Word, Excel and Outlook)
• Experience with Student information systems, intranet navigation and Drupal CMS preferred. Experience with Workday Student an asset
• Effective oral and written communication, interpersonal, client service and organizational skills
• Ability to resolve complex problems which require close attention to detail and creative solutions
• Ability to work independently and as a supporting member of a team
• Must possess excellent interpersonal, team building and intercultural skills and must be willing to participate and actively contribute in team situations
• Demonstrated ability to build, manage and maintain high-quality and productive relationships across cultural difference
• Demonstrated ability to effectively communicate and interact with empathy, understanding and, respect of diverse and divergent perspectives and behaviours
• Works in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment for all staff
• Acknowledges, reflects upon and challenges one's own biases and assumptions
• Recognizes and addresses personal and institutional assumptions and behaviours that create barriers to inclusion
• Must be very capable to exercise tact and discretion, as well to remain calm during pressure situations when dealing with upset or irate individuals
• Able to act as the main point of contact in matters which require a high level of sensitivity
• Proven multi-tasking skills; ability to work under pressure, to handle heavy volumes during peak periods, to meet demanding deadlines, and to work accurately with frequent interruption

Company Overview