Client Service Coordinator Ii

Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level D
Job Title
Client Service Coordinator II
Department
OCIO | Engagement Services - Academic
Compensation Range
$7,278.33 - $11,372.33 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
June 7, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Summary
The Client Services Coordinator II acts as a liaison between UBC IT service providers and the user groups within the faculty and manages the daily operations of information technology services within a designated client Faculty or portfolio of departments including the planning, coordination, implementation, and management of the overall technology service.
The Client Service Coordinator II is responsible for conducting business process assessments to ensure business needs within the faculty or department are identified, and that requirements are understood., Working with staff and managers within UBC IT and externally, helps translate these needs into IT solutions that align business initiatives with information technology solutions. The Client Services Coordinator II contributes to the development of UBC and Faculty business and project plans, policies, standards requirements, and provides budget details to the client unit to ensure the successful implementation and operations of integrated, cost-effective IT services within a specific Faculty or unit and manages related projects and operations.
Organizational Status
The Client Services group within UBC Information Technology is responsible for providing broad overall management of UBC IT s services within a client portfolio and acting as their single point of contact for UBC IT s services, including obtaining and supporting services, and developing and reporting on performance measurements.
Reporting to the Senior Client Service Manager responsible for the designated faculty or department, the Client Service Coordinator II interacts with staff and faculty across the designated faculty or unit and provides them with technology advice. Within UBC Information Technology, the Client Services Coordinator II works at an intermediate level. Actively participates as a member of the UBC IT Services Group leadership team.
This position has interdependencies with: UBC IT Infrastructure group, UBC IT Client Services Group, UBC IT Project Office, UBC IT Strategy group, UBC IT Human Resources groups, UBC IT Finance groups, various members of designated departments and faculties, other IT groups on campus, and selected vendors providing ongoing contracted services to UBC IT.
Work Performed

• Plans and directs the day to day operations of a Client IT support unit, including administrative, teaching, and research support, and management of teaching and research labs as required
• Based on business needs, develops the overall IT operating plan for a department or faculty

Develops operational plans, processes and practices to ensure efficient and effective IT operations in accordance with established service levels

• Produces and reviews performance reports, analyzes results; Identifies issues and takes appropriate actions to resolve
• Proactively identifies areas that are of key risk or are not aligned with the overall strategic directions and works with key stakeholders to identify the appropriate actions
• Consults with senior members of the client organization to understand expectations and requirements
• Works with members of the UBC IT service teams to ensure a solid understanding of IT products and services
• Under the overall guidance of a Client Service Manager, works with staff within client units to ensure coordination of the IT operations on a day-to-day basis, including resource allocation, prioritization, and resolution of issues
• Develops information management policies for the Faculty and ensures compliance with University policies related to the safety and security of staff, faculty and equipment.
• Develops solid working relationships with the staff and leadership of designated Faculties and Administrative units on campus in order to fully understand the operating environment and shares this with other staff within UBC IT in order to facilitate good client service
• Coordinates and schedules the activities of a multi-disciplinary team of staff and ensures excellent performance through collaboration with UBC IT service owners, and coaching and mentoring for service excellence
• Provides advice to academic, administrative, and research units within their portfolio, and proposes strategic and tactical directions for meeting their current and future technology needs, taking into account the current and planned portfolio of services and business processes to align them with UBC s campus IT strategy
• Develops and implements communication strategies to keep users informed across the client units
• Ensures compliance with all licensing and other legal requirements that may pertain to the use and storage of intellectual property and protected information accessed through University computing accounts held by staff and faculty.
• Performs other related duties as required.
• Develops working relationships across the client organization.
• Coordinates the activities related to strategic assessments of IT services within the faculties, make recommendations for optimizing resources, and develop associated plans upon request.
• Develops a solid understanding of individual Faculty and Administrative units environment and priorities; applies this knowledge to the gathering of requirements for technology solutions
• Coordinates the provisioning of enterprise services, ensuring customer-driven direction.
• Responds to client escalations to investigate and resolve issues
• Analyzes data from applications and maps to Key Performance Indicators and produces reports for the Senior Client Service Manager as required
• Analyzes and reviews functional requirements, system features, integration requirements, security requirements, scalability and performance requirements.
• Responds to client escalations and follows up to ensure timely resolution. Analyzes issues and takes appropriate corrective action
• Coordinates the daily activities of support staff assigned to support the various units in order to ensure appropriate service delivery
• Provides coordination of information technology services within a designated client portfolio, under the guidance of a Senior Client Service Manager, supports the translation of client needs and UBC s information technology technical strategy into service requirements and makes recommendations for optimizing resources.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Responsible for day-to-day communications with clients
• Identifies implementation options, evaluates risks, benefits, complexity and flexibility of the various options, and discusses approach and recommendations with staff and stakeholders.

Consequence of Error/Judgement
Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the world s leading universities. The Client Service Coordinator plays an important role in the implementation and operation of the IT services for their Client groups. These units may include academic units with responsibility for teaching, learning and scholarship, and administrative units responsible for the efficient, cost effective delivery of a wide range of services and processes that must meet the needs of students, faculty and staff.
If UBC IT strategic plans do not support the strategic goals of the University, or the UBC IT services, facilities and support that clients units receive are not fully aligned with their needs and goals, the University s information technology resources will not enable the University to achieve its strategic goals and vision. As the Client Service Coordinator II will be providing advice and assistance to numerous client groups, the impact of decisions, and the consequences of error will be serious and far reaching, affecting the budgets of many groups, as well as the efficient delivery of the Clients mandates.
Supervision Received
Works under the administrative direction of a Senior Client Services Manager, UBC IT, Information Technology. Results are reviewed for achievement of broad project objectives and goals. The Client Service Coordinator has interdependencies with the members of the UBC IT Leadership team. The Client Service Coordinator must be able to work independently and assume full responsibility for his/her decisions.
Supervision Given
Leads interdisciplinary project and service teams comprised of UBC IT staff, Faculty IT staff, and contractors. May supervise direct reports.
Preferred Qualifications
Undergraduate degree in a relevant discipline.University degree in Commerce, Computer Science, Engineering, or Marketing preferred.A minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience.Minimum of 5 years of related experience in coordinating or delivering IT services in a Faculty, Department, or small to medium sized Organization.
At least 2-3 years project management, business analysis or systems integration experience, or an equivalent combination of education and experience.
Operational knowledge and 2-3 years experience working with IT products and services, such as Email, Portals, Blogs, Wiki s, Intranets, web and videoconferencing tools, networks, storage solutions.
At least 1 years experience developing business plans, communication strategies, marketing strategies, project charter and other management documents.

• A demonstrated understanding of key trends and players in the IT industry and higher-education sector.
• Knowledge of operational processes required for service development, service management, service implementation, service delivery, and ongoing lifecycle management of services.
• Knowledge and experience in business analysis and requirements gathering
• Skills:
• Effective leadership, consulting, facilitation, conflict resolution and negotiation and team-building skills are required as well as the ability to coach and mentor staff; the ability to build relationships and to consult with customers and potential customers; and the ability to interact at all organizational levels.
• Experience in change management, budget development and financial management. Knowledge and experience working within ITIL processes and service management techniques.
• Demonstrated ongoing career development through active and self-motivated professional development. Demonstrated track record and commitment to delivering results and proactively supporting the applications.
• Experience in areas of tactical planning, risk management, business process improvement, continuous improvement, quality assurance, research, applications development and maintenance, operations management and customer service.
• Experience developing operational processes required for service development, service management, service implementation, service delivery, and ongoing lifecycle management of services.

Competencies:
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. Gains consensus for suggestions from supervisors and project teams.
Communication - Converses with, and writes to, peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action.
Problem solving - Investigates defined issues with uncertain cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Resolves problems and escalates issues with suggestions for further investigation and options for consideration as required.
Building Relationships - Establishes and maintains relationships. Shares information and advice on how to get things done and who to involve.
Business Enterprise - Keeps informed on business operations data. Gains consensus for suggestions from supervisors and project teams. Implements solutions for technological improvements that align with day-to-day business needs. Provides a business-based rationale for determining the necessity of incremental technological improvements and communicates viewpoint using the customers own terminology.
Change Advocate - Participates in change initiatives by implementing new directions and providing appropriate information and feedback. Offers ideas for improving work and team processes. Experiments with new approaches and improves productivity through trial and error.