Job Information

Job Requisition ID: 72695
Ministry: Technology and Innovation
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Temporary up to 12 months
Scope: Open Competition
Closing Date: June 30, 2025
Classification: Program Services 3 Market Adjustment
Salary: $2,626.89 - $3,448.73 bi-weekly ($68,561 - $90,011 / year)

The Technology and Innovation (T&I) Ministry supports GoA departments with information management and technology (IMT) leadership and expertise in IMT services delivery, security, and corporate investment management that enable the GoA to meet business goals and objectives.

Role Responsibilities

Reporting to the Manager Contact Centre Business Support, the Senior Business Support Service Analyst will have primary accountability on maintaining GoA Contact Centre business operations and provide cross ministry engagement with onboarding, maintaining, training, and enhancing services. Activities could also include research, analysis, drafting recommendation, communications and training materials, leading meetings, stakeholder engagement, among others.

The Senior Business Support Service Analyst work closely with the contact centre business areas, and other teams within Technology and Innovation division to provide analysis, requirement gathering, consultation, training, and service coordination in support of a wide variety of Contact Centre activities, enterprise initiatives and corporate projects.

The position will be responsible for ensuring both business and technology related solutions adhere to standards, best practices, regulations, and/or policies. This position will coordinate activities related to new or changing initiatives ensuring business requirements are met and is responsible for providing support to the line of business applications. This includes designing and implementing effective and efficient business processes and documentation to support Contact Centre functions as well as developing and implementing change management strategies to address impacts on staff and the organization. Development and delivering of training for staff on the use and operations of contact centre technologies.

Please

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:

Creative Problem Solving: Works in open teams to share ideas and process issues. Uses wide range of techniques to break down problems. Allows others to think creatively and voice ideas. Brings the right people together to solve issues. Identifies new solutions for the organization.

Build Collaborative Environments: Ensures all needs are heard and understood. Involves a wide group of stakeholders when working on outcomes. Involves stakeholders and shares resources. Positively resolves conflict through coaching and facilitated discussion. Uses enthusiasm to motivate and guide others. Acknowledges and works with diverse perspectives for achieving outcomes.

Agility: Identifies and manages required change and the associated risks. Identifies alternative approaches and supports others to do the same. Proactively explains impact of changes. Anticipates and mitigates emotions of others. Anticipates obstacles and stays focused on goals. Makes decisions and takes action in uncertain situations and creates a backup plan.

Systems Thinking: Integrates broader context into planning. Plans for how current situation is affected by broader trends. Integrates issues, political environment and risks when considering possible actions. Supports organization vision and goals through strategy. Addresses behaviours that challenge progress.

Qualifications

Required: University degree in Computer Science / Information Technology or related, PLUS 2 years related experience or equivalent as described

Equivalency: Directly related education or experience considered on the basis of 1 year of education for 1 year of experience, or 1 year of experience for 1 year of education

For Example:
Related 1 year certificate PLUS a minimum 5 years of experience
Related 2-year diploma PLUS a minimum 4 years of experience
Related minimum 6 years of experience

The successful candidate MUST have:

• Sound knowledge of contact centre business operations, and processes.

• Sound knowledge of the technical support, and troubleshooting

• Sound knowledge of Cloud platforms such as Contact Center as a Service (CCaaS)

• Ability to translate business operational requirements into technical solutions.

• Ability to convey complex concepts, issues, and options for resolution to key decision makers.

• Ability to positively influence, negotiate and to obtain commitment of others.

• Ability to function under pressure on several projects simultaneously and to meet deadlines

• Excellent interpersonal, verbal, and written communication skills with the ability to confidently collaborate with diverse teams and stakeholders.

Assets:

• Experience in CXOne

• Experience in ServiceNow

• Strong knowledge of change management and information management methodologies

• Project planning, monitoring, and project management skills.

• Experience in ITIL

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Refer to

Notes

Term of Employment: Temporary up to 12 months

Hours of Work: 36.25 hours per week

Location: Remote across Alberta

Please include a cover letter outlining your skills, knowledge, and experience as they relate to this role.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service -
• Public Service Pension Plan (PSPP) -
• Alberta Public Service Benefit Information -
• Professional learning and development -
• Research Alberta Public Service Careers tool –
• Positive workplace culture and work-life balance
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
• Leadership and mentorship programs

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.

Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Michelle Elliott at Michelle.Elliott@gov.ab.ca.