Senior Student Support Specialist - UBC, Vancouver

Position summary

Applied Science Central Student Services is a shared service unit across the Faculty of Applied Science, including Engineering, the School of Community and Regional Planning, the School of Biomedical Engineering, and the School of Architecture and Landscape Architecture. The Senior Student Support Specialist oversees the coordination of all in-person and virtual service points, manages daily workflow and service delivery for Student Support Specialists, provides direction and training, and acts as the first point of escalation for unique student queries.

What you'll bring

• High School graduation and a minimum of two years post-secondary education
• Minimum four years related experience or 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
• Ability to manage the complexity inherent within a multi-faceted work environment focused on broad outcomes for students
• Ability to take initiative, prioritize work, multi-task and work in a high volume, fast-paced environment
• Experience working both independently and on cross-functional teams
• Ability to handle sensitive and confidential information with tact, discretion, and professionalism
• Proficiency in the use of English grammar, spelling and punctuation
• Ability to analyze problems, identify key information, and make decisions independently
• Oral, listening, and written communication skills, sound judgement, interpersonal skills, cross-cultural sensitivity, organizational skills, attention to detail, time management, and technical proficiency in using computer software, with an advanced level of Excel preferred
• Familiarity with systems such as SharePoint, Workday Student, OAMS, and Academic Progress Report as an asset
• Ability to work occasional evenings and weekends

Your impact

• Oversees daily workflow of Student Support Specialists in alignment with operational priorities, coordinating work schedules, assignments, and service point coverage
• Acts as the first point of contact for student query escalation, assesses requests, and identifies at-risk behavior for appropriate triage
• Identifies cyclical and ad-hoc training needs, maintains training materials, and coordinates onboarding and training delivery
• Provides specialized information, guidance, and support to prospective and current students by interpreting University policies and procedures
• Assesses, researches, and resolves a diverse range of unique and complex student inquiries and problems using discretion and independent thinking
• Liaises with university units like Undergraduate Admissions, the Centre for Accessibility, and Enrolment Services, and external organizations
• Reviews, collates, and compiles information related to processes such as transfer credit, Minor and Dual Degree applications, student appeals, program placement, and graduation
• Monitors instructor submissions for student academic misconduct and assists with preparing files for the President's Advisory Committee on Student Discipline
• Reviews requests for letters including Degree Completion Letters and Letters of Enrolment for immigration documents
• Acts as a resource for faculty and staff on systems including Workday Student, OAMS, Qualtrics, and SharePoint
• Performs graduation checks by reviewing degree requirements, complementary studies, and the Academic Progress Report
• Coordinates project work of the Student Support Team and provides administrative support such as file management, Workday notes, and meeting minutes

About the employer

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.