Systems Analyst II

Job Summary

The Systems Analyst II is responsible for the design, implementation, integration and ongoing support of complex, campus-wide collaboration and communication systems, with a focus on Microsoft 365 services.

The incumbent provides leadership in systems analysis, business process improvement, lifecycle management, and contributes to the reliability, scalability, and continuous evolution of Microsoft 365 services across the University.

Organizational Status
UBC IT Collaboration Services provides a suite of enterprise communication and collaboration services to the University community, including Microsoft 365, Email, Calendaring, Content Management, Voice Services and Emergency Notification Systems.

Works independently and jointly within the Collaboration Services Team. Provides leadership depending on the current assignment. Collaborates with management and staff from all sections of UBC Information Technology, other administrative and academic offices, and faculty to coordinate systems development and enhancement projects. Interacts directly with other University technology professionals.

Work Performed
Specific Duties:

- Designs, implements and maintains enterprise services for the Collaboration Services portfolio to facilitate efficient and effective use of systems for day-to-day operations.

- Coordinates the integration of applications with other UBC systems and services.
- Resolves complex application related failures and defects independently or in consultation with other IT professionals. Perform in-depth troubleshooting using knowledge of network/server administration, internet protocols, database architecture and application configuration.

-Modifies applications and conducts testing of customizations to ensure specifications are met. Documents these changes and subsequent QA scenarios.

- Develops, customizes, and supports solutions within the Microsoft 365 platform by designing API-based integrations, building automation using scripting languages, and creating modern web components to enable scalable, maintainable, and secure business solutions.
- Provides custom reporting, data analysis and extracts.

- Assesses client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to identify business priorities and recommends options.
- Identifies, elicits, and documents business requirements, defines business rules and communicates requirements for the implementation of solutions.

- Performs formal system audits and develops written procedures, standards and practices to ensure a high level of availability, security, data integrity and hardware/software compatibility.
- Generates reports on usage metrics, overall systems and applications performance indices using industry-standard methodologies to ensure compliance with Service Level Commitments.

- Provides Tier 2/Tier 3 operational support for production systems including troubleshooting system problem reports, resolving issues with production systems, defining operational support processes, and providing end user support as required.

- Positively represents UBC IT in the community; acts as key resource for collaboration within and across project teams and within the application developer community on campus.

- Liaises directly and indirectly with vendors and other service owners.

- May be required to provide after hours support in situations requiring an urgent response.

Core Duties:

- Researches and evaluates vendor supplied applications, develops recommendations, and implements accordingly.
- Analyzes and reviews existing or proposed system features and integration, security,
scalability and performance requirements with clients, business analysts, and team
members.
- Manages production and non-production application environments.
- Maintains core application infrastructure, including virtual servers, networks and
firewalls.
- Plans and performs global configuration changes or module deployments for
enterprise or complex applications.
- Integrates vendor supplied applications with existing infrastructure and applications
through custom interfaces and components.
- Manages small to medium sized projects.
- Provides technical expertise, training, and consultation to other staff.
- Develops or modifies software code to meet specifications or facilitate integration.
- Conducts testing of new or customized application modules to ensure application
meets specifications.
- Develops application documentation requirements for functions, modifications, backups
and operating procedures. Provides ongoing maintenance and operational
support for applications.
- Supports application lifecycle and applies and follows appropriate change
management methodologies and best practices.
- Maintains appropriate professional designations and up-to-date knowledge of current
information technology techniques and tools and provides input to strategies for
ongoing support and upgrade of these systems.
- Builds and maintains good working relationships and collaborates with others to
achieve client objectives.
- Performs other related duties as required.

Consequence of Error/Judgement
UBC Information Technology plays a key role in enabling the University to achieve its goal of becoming one of the world's leading universities. The services supported by Information Technology require reliable application systems in order to provide critical functions that support all students, faculty and staff. These systems must be available on a 7x24 basis.

Decisions and actions taken by the Systems Analyst II will have a direct impact on how efficiently and effectively the systems will perform and function. Errors in judgment, poor development, or failure to act decisively could have a detrimental effect on these systems. Unreliable systems or failure to meet contractual obligations for performance and availability will damage the reputation of Information Technology and UBC. This could adversely impact the University community, including the large majority of students, faculty and staff, and University's funding and revenue.

Supervision Received
Reports to and receives day-to-day direction from the Manager, Collaboration Services and strategic direction from the Senior Product Manager, Collaboration Services. The Systems Analyst may also receive daily direction from the Team Lead, Collaboration Services or Project Manager as assigned and must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given
Provides guidance and technical leadership to technical team members. May supervise and evaluate the work of other IT staff or contract vendor staff performing technical or functional duties.

Minimum Qualifications
Undergraduate degree in a relevant discipline. In-depth knowledge of applications and the business requirements supporting them. 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

-University degree in Computer Science preferred.

-Experience with systems development work in designing, developing and implementing medium to large scale software applications.

-Demonstrated ongoing career development through active and self-motivated professional development.

-Demonstrated experience working with Microsoft 365 services, with a focus on SharePoint Online and the broader M365 ecosystem including Teams, OneDrive, and Exchange Online.

-Hands-on experience developing and consuming REST APIs, including Microsoft Graph API, for automation and integration scenarios.

-Practical experience building and maintaining automation scripts using PowerShell (including PnP -PowerShell and Microsoft Graph PowerShell SDK) and Python.

-Experience developing with modern web technologies including React, JavaScript/TypeScript, HTML, and CSS; practical experience building or customizing SharePoint Framework (SPFx) web parts, extensions, and integrated components within the M365 platform.

-Experience working with Power Platform, including Power Automate flows for workflow automation and integration with M365 services.

-Familiarity with Azure services including Entra ID app registrations, service principals, and OAuth 2.0 delegated and application permission models for API authentication.

-Experience implementing and managing SharePoint tenant-wide settings, site policies, retention labels, and compliance configurations programmatically.

-Experience working with Microsoft Dataverse as a structured data platform within Power Platform solutions, including table design, relationships, and integration with Power Automate and Model-Driven Apps.

-Working knowledge of Git for source control including branching, pull requests, code review, and merge conflict resolution; hands-on experience with GitHub and GitLab for managing repositories, CI/CD pipelines, and collaborative development of automation scripts and solutions.

-Working knowledge of relational database concepts and SQL for querying, reporting, and integrating structured data into automated workflows and API-driven solutions.

-Ability to evaluate and select the appropriate data platform (Dataverse, SharePoint Lists, SQL) based on solution requirements, scalability needs, and M365 ecosystem context.

-Demonstrated experience engaging with both technical and non-technical stakeholders to gather and clarify requirements, including leading discovery conversations, asking targeted questions to surface unstated needs, and translating business problems into actionable technical designs.

-Ability to assess scope, constraints, and stakeholder priorities to propose solutions that balance technical best practices with practical delivery timelines.

-Works effectively across all levels of an organization, from end users and business analysts to developers and platform architects; skilled at leading discovery sessions and translating complex technical concepts into clear, accessible language for non-technical audiences.

-Practical experience with testing methodologies including unit testing, integration testing, and end-to-end (E2E) testing; demonstrated ability to embed testing practices into development workflows to ensure reliability and maintainability of automation scripts, API integrations, and M365 customizations.

-Experience working in agile or iterative delivery environments, managing multiple priorities and adapting to evolving requirements.

-Experience working with both technical and non-technical clients.

-Ability to effectively manage multiple tasks and priorities while working under pressure to meet critical, time sensitive deadlines.

-Strong organizational and planning skills.

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.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Business Process Knowledge - Maps full business processes and designs operational process flow. Facilitates group input and drafts proposals for process improvements. Identifies resource implications. Implements process improvement recommendations within the context of overall business processes.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.