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 jobsincanada.one Integrated Service Centre jobsincanada.one Finance and Operational Excellence jobsincanada.one VP Finance and Operations

Compensation Range
$6,677.33 – $10,433.50 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
May 1, 2023

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

Job End Date

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.

UBC implemented Workday, a cloud based financial and human capital management system in November 2020.  The Integrated Service Centre (ISC) was created to support and improve UBC’s use of Workday and related products and services. Please see additional details here – https://isc.ubc.ca/

The ISC provides faculty and staff with day-to-day support, helping to answer questions about Workday. The ISC team is able to assist UBC community members with issues such as access, errors, and functionality. ISC teams work closely with various cross-functional HR and Finance business units/departments across UBC to constantly enhance Workday and make business processes more efficient.

The Knowledge and Training Analyst develops, updates & maintains self-paced online Workday trainings including creation of Workday guided practices/exercises to support the UBC Community. This role will also work on creating new and updating existing content for the Workday knowledge base.

The Knowledge and Training Analyst will work closely with ISC functional teams and UBC business stakeholders to develop learning content to address knowledge/training gaps and better meet the learning needs of the Community. It is this role’s responsibility to ensure all Workday training and knowledge artifacts are kept up-to-date & complete and conduct needs assessments to understand additional Workday training needs across wide variety of stakeholder groups as needed. Role will be required to deliver in-person/hand-held training as required per ISC strategic direction. This role was also strategize/look for innovative ways to leverage Workday features and products and UBC approved tools or new additions to enhance the learning user experience for Workday users.

This integrated platform will soon be expanded to include Enrollment Services (Workday Student). Please see additional details here – https://irp.ubc.ca/  

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 Workday learning solution for all Workday stakeholders/users, 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 broader UBC community as the ISC (as needed).

• 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 and Workday products 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 Workday training strategies and plans.

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

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

• Partners with the Service Desk to ensure knowledge base is integrated and relevant to both the ISC as a whole and the Service Desk specifically,

• Partners with Change Management Specialists to understand background of net new knowledge and trainings requirements.

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

• Facilitates knowledge transfer between the 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 Workday 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 Workday 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. (Information Systems, Adult Education, English, Communications, Adult Education).

• Minimum of five years of related experience, or the equivalent combination of education and experience.

Preferred Qualifications

• Specialized experience in knowledge management as a service and training preferred.

• Workday experience is an asset and preferred but not required.  

• Relevant experience within a change management and communications capacity is preferred.

• Experience with IT knowledge management and ITIL principles is an asset.

• Experience working in a complex, academic and multi-union environment is an asset.

• UBC experience is an asset.

• Demonstrated experience working with learning management software platforms, knowledge management software, multimedia channels,and web-based knowledge translation tools such as Canvas, Assima, and ServiceNow.

• 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 and training dissemination, and knowledge translation methods evaluation.

• Demonstrated competence developing and maintaining organizational trainings and knowledge base.

• Demonstrated experience executing on systems training and knowledge management 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.

• Expert-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.