Knowledge and Training Analyst

Staff – Non Union

Job Category
M&P – AAPS

Job Profile
AAPS Salaried – Administration, Level C

Job Title
Knowledge and Training Analyst

Department
Change and Communications tendersglobal.net Integrated Service Centre tendersglobal.net Finance and Operational Excellence tendersglobal.net VP Finance and Operations

Compensation Range
$7,400.83 – $11,540.42 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
December 25, 2023

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

Job End Date

Please note, this posting is made with the intention of filling 2 (two) vacancies.

This role is specifically intended for providing Workday Student support to the UBC community. Knowledge of Workday Student product and/or UBC Student Services is an asset.

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 University of British Columbia (“UBC”) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America’s most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC’s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC’s Next Century.

The Integrated Service Centre (“ISC”) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The Knowledge and Training Analyst develops, updates and maintains ISC knowledge banks (e.g., ISC knowledge processes, training artefacts, quality assurance guidelines, etc.) and enables a self-service knowledge base and product training within the ISC and across the UBC community.

The Knowledge and Training Analyst supports knowledge collection processes to ensure both internal and external-facing knowledge material is up to date, relevant and complete and conducts needs assessments to understand training and development gaps across a wide variety of stakeholder groups

Organizational Status

Reports to the Change Management and Communications Senior Manager. Works in partnership across the ISC and the broader UBC community to deliver an integrated solution for all stakeholders, continuously improving upon ISC service and related product solutions. Frequently engages with teams and team members across the broader ISC and UBC community to collect and distribute knowledge and to understand and execute on product training requirements.

Work Performed

1) Provides knowledge management and training support for the ISC and broader UBC community.

– Executes on the ISC’s approach to knowledge acquisition, documentation, and dissemination.

– Curates training content and materials including learning modules, articles, and presentations as ISC product changes occur.

– Manages tasks related to knowledge translation and exchange, spanning multiple channels.

– Oversees the collection and documentation of knowledge including ISC knowledge processes, metrics, training materials, and QA guidelines.

– Assesses training needs based on varying audiences, developing subsequent supporting training strategies and plans.

– Translates technical knowledge into accessible material (e.g., self-service knowledge base, web content, training materials, FAQs etc.) to increase usability and improve UBC community experience.

2) Develops and maintains effective partnerships within the Service Centre (ISC) to develop leading knowledge material for the ISC.

– Partners with the Service Centre to ensure knowledge banks are integrated and relevant to both the ISC as a whole and the Service Centre specifically,

– Partners with the Change Management Specialist to understand background of net new knowledge requirements.

– Liaises with and/or supports the Communications Specialist in the ISC with communication artifacts (e.g., knowledge articles, service bulletins, email, and other communications that may be required).

– Facilitates knowledge transfer between the Application Sustainment team (ISC) and respective stakeholder groups ensuring effective partnerships are established to prioritize and implement appropriate solutions and enhancements.

– Partners across the ISC and UBC to support the definition and documentation of future University needs, processes, and interdependencies, ensuring technical changes are understood and translated into an accessible knowledge repository and training and development curriculum.

3) Advocates for a partnership that moves UBC’s practices from “system of record” to “platform of engagement” through collaborative and innovative efforts.

– Solicits feedback fostering an agile, innovative, and collaborative transformation experience.

– Partners with relevant stakeholders to resolve issues related to engagement, adoption, sustainment, and continuous improvement.

4) Actively promotes best practices in the security and privacy of personal information and data; makes recommendations to improve processes and procedures where necessary.

5) Performs other related duties as required.

Consequence of Error/Judgement

Contributes to the broader CMC team and UBC’s knowledge management, communication, training and change strategies. Supports decision-making regarding the planning and delivery of an existing large, complex and campus-wide product. Focusing on partnerships and product usability will ensure optimal functionality and customer satisfaction, and support of ISC’s strategic goals.

Supervision Received

Reports to the Change and Communications Senior Manager. Work in partnership on a team with wide latitude across the ISC. Work is reviewed in terms of quality, achievement against objectives, and focus on collaboration and innovation.

Supervision Given

Acts a mentor or coach to peers as required.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of five 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

Undergraduate degree in a relevant discipline. Information Systems, Adult Education, English, Communications, Adult Education or Library Science Minimum of five years’ experience or the equivalent combination of education and experience. Specialized experience in knowledge management or training within a change management and communications capacity is preferred. Experience with IT knowledge management and ITIL principles an asset. Workday experience is an asset. Experience working in a complex, academic and multi-union environment is preferred. UBC experience is an asset.

– Demonstrated experience working with knowledge management software, multimedia channels and web-based knowledge translation tools.

– Demonstrated experience in qualitative and quantitative research methods, including data collection.

– Demonstrated knowledge of training needs analyses and competency development frameworks

– Proven experience documenting technical and business product updates, working with web analytics, search algorithms and reporting tools to document knowledge.

– Proven knowledge of stakeholder and team communication/interaction, community engagement, knowledge dissemination, and knowledge translation methods evaluation.

– Demonstrated competence developing and maintaining organizational knowledge banks used to inform training materials.

– Demonstrated experience executing on knowledge management and systems training best practices.

– Demonstrated experience collaborating on cross-functional teams to meet critical, time-sensitive deadlines and communicating to a diverse audience technical and non-technical.

– Excellent interpersonal skills including active listening, written and verbal communication, and conflict management.

– Strong attention to detail and accuracy; exercise tact and discretion.

– Intermediate-level proficiency with MS Office Business Productivity Tools e.g., Microsoft Project, Excel, etc..

– Demonstrated ability to work in a collaborative and inclusive manner, fostering equitable experiences and a respectful environment through reflection, empathy, sensitivity, and curiosity towards differences across teams.

– Demonstrated understanding and interest in customer service excellence principles