Registration Support Specialist

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

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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 Registration Support Specialist provides administrative support to the Registration team in Engineering Academic Services (EAS). The role primarily involves support for course scheduling and timetabling, student course registrations, exam coordination, academic progression reporting, and transfer credits. This position has a focus on processes and using technology and systems to create efficiencies and automations in workflow in order to provide accurate and efficient information to stakeholders. The role also provides student support, when needed.

Engineering Academic Services is responsible for providing academic advising for first-year students through to progression into their second year of studiesan engineering specialization. The unit has oversight for academic processes for students at all year levels such as academic concession, Second Year Placement, graduation adjudication, course scheduling and timetabling, and sessional evaluation.

The BASc program at the UBC Vancouver campus offers 14 programs, each with its own set of complex and unique degree requirements requiring EAS staff to maintain knowledge of a wide array of program offerings and requirements. Additionally, the Faculty of Applied Science spans both the Vancouver and Okanagan campuses, requiring staff to have cross-campus knowledge and the ability to collaborate with colleagues on both campuses and support students who move between the two campuses. Students may progress into the Faculty from UBC's Vantage College Engineering stream, necessitating EAS staff understand the College and its curriculum.

Organizational Status
Reports to the Associate Director, Academic Systems, Enrolment & Registration. The Registration Support Specialist works independently, with initiative, and autonomy and works collaboratively with the Academic Systems and Registration Lead and members of the EAS team, staff and faculty within the Faculty of Applied Science, Program Advisors, Enrolment Services, other Faculties and stakeholder groups.

Work Performed

• Is a resource person to the Faculty on UBC's academic systems: Scientia (UBC's course scheduling system), Student Information System, Student Workday, and Student Information System. and Degree Navigator.
• Provides support to the Academic Systems & Registration Lead on the first-year timetables and coordinates with engineering timetable reps (TReps) the changes in the Years 2 to 5 timetables.
• Identifies course conflicts in the timetables, through BuildTT - an internal course scheduling visualization tool, proposes solutions, and works towards a resolution with the TRep partners in engineering, and the Faculties of Arts and Science, and Enrolment Services..
• Liaises with timetable reps and registration support in other departments to resolve registration issues.
• Maintains and disseminates changes to policies and procedures related to registration and course scheduling.
• Maintains information on existing engineering courses, includes adjusting seat release requirements, course restrictions, exam requirements, waitlist management, and course requisites.
• Schedules new Senate-approved courses, updates course information on Scientia, and other academic systems to ensure a course is set up and published correctly, including room requirements, and instructor and TA assignments.
• Understands course requirements of engineering courses within the departments, how this impacts timetables and student registration.
• Resolves complex issues around classrooms and unique course requirements.
• Monitors APSC wait lists, determines students' eligibility for courses and registers students into an appropriate course section as space becomes available.
• Processes and reviews student registration requests. Processing registration forms in accordance to UBC policy and EAS guidelines. Reviews student appeals when their requests are unable to be processed, and provides them with explanation for refusal, and offers an alternative solution.
• Provides registration assistance to first-year student athletes in the program to accommodate their training and game schedules, and to other students who require specific course accommodations.
• Administers and processes the exam requirements from the APSC course instructors.
• Disseminates course scheduling and registration information to scheduling and advising colleagues to keep them informed of updates and changes to information and processes.
• Acts as the resource to faculty and staff on course scheduling and registration matters.
• Provides support to the Academic Systems & Registration on the maintenance of the current Degree Navigator and in the future the Academic Progression Report in Workday.
• Contributes and supports the updating on information on the EAS website.
• Interprets University and Faculty information, policies and procedures, to provide accurate and customized information to prospective and current BASc students.
• Responds to a variety of in-person, written, telephone and e-enquiries from students. Is able to communicate difficult information sensitively. Assesses inquiries and requests, identifies non-standard inquiries, or at-risk behavior and triages appropriately.
• Investigates complex inquiries, escalating only the most complex issues for which no formal policy, procedure or precedence exists.
• Uses academic systems proficiently to interpret information and requirements, in order to provide accurate information to students and internal stakeholders.
• Updates information in databases and systems in order to maintain accurate student records.
• Prepares and reviews reports from academic systems, on a variety of information including enrolment and registration data.
• Embraces new knowledge about advances in technology and learning initiatives at the university and applies this knowledge to the delivery of service to students.
• Under guidance, supports the development of training manuals for academic systems and processes. Revises existing manuals and documents as applicable.
• Provides administrative support such as room bookings, collecting course syllabi, taking meeting minutes, and to the international programs & transfer credits advisor.
• When needed during high volume periods, offering support to other student services portfolios as required.
• Other related duties as required.

Consequence of Error/Judgement
Decision-making is based on a thorough knowledge of the policies and procedures of the University and the Faculty of Applied Science. The Registration Specialist is expected to provide a high level of customer service and must exercise a great deal of judgement and initiative in handling matters of both a routine and non-routine nature requiring the careful interpretation of University and Faculty policies, procedures and guidelines. Poor performance including inaccurate or uncaring service affects the reputation and credibility of Engineering Academic Services, the Faculty of Applied Science and the University. Errors in judgment, failure to act promptly, or lapses in decision making could have negative financial, academic, and personal consequences for students, including difficulty in attaining their educational goals and possibly a delay in graduation. Poor performance negatively impacts our reputation, and relationships and future work to deliver student-centered services with our internal and UBC partners.

Supervision Received
Reports to the Associate Director, Academic Systems, Enrolment & Registration with direction form the Academic Systems & Registration Lead. The Registration Support Specialist works independently, occasionally consulting supervisor with reference to highly unusual or very complex problems. Exercises considerable judgment in selecting and interpreting information to determine appropriateness to deviate from standard processes or decisions. Determines data and inputs needed to make informed decisions. The position duties are governed by broad instructions and policies, involving frequently changing conditions and priorities.

Supervision Given
None. Assists in the training and onboarding of new staff members.

Minimum Qualifications
High School graduation, plus one year post secondary diploma, plus four years of related experience, or an 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

• Previous experience in course scheduling and registration systems would be an asset. Intermediate to advanced level in Microsoft 365 Office applications, Adobe Acrobat.
• Advance Excel knowledge, including data analytics and reporting is an asset.
• Must have an aptitude to learn new systems, processes, and engage with confidence and accuracy.
• Ability to be thorough, accurate, and have a high level of 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 take initiative, prioritize, and work under pressure to meet deadlines and demands of a busy office.
• Ability to exercise judgement, and make well informed decisions.
• 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.
• Ability to take initiative, and efficiently and effectively coordinate a wide variety of tasks to ensure delivery of services.
• Ability to exercise tact and discretion.
• Ability to work independently and as a member of a team.
• Must be able to exercise a great deal of judgement and initiative in dealing with administrative matters where there are no established policies procedures or guidelines.
• Ability to be flexible to work outside of normal hours when required.