Client: Government of Alberta Work Location : 7000 - 113 ST, Edmonton, Alberta, CAN, T6H 5T6, Remote Estimated Start Date : 01/04/2026

Estimated End Date: 31/03/2027

#Business Days : 250.00

Estimated Hours per Day: 7.25

Maximum Duration of Extension: 24 (months)

Description Scope: The contact center program is initiated to bring consistent service to 80+ contact centers located within different ministries. These contact centers are serving Albertans, and a significant number of other departments, boards, and agencies.

Reporting to the Contact Centre Service Owner, the resource will participate in development and maintenance needs identified within contact center program. This includes ServiceNow capabilities, ServiceNow integration with CX-One and associated tools.

Duties Design, develop, test and implement the contact centre solution features in ServiceNow. Troubleshoot and resolve issue in contact centre solution in ServiceNow and the integrations. An ServiceNow Developer applies a broad knowledge of various technical areas to foresee and rectify problems.

• Liaises with business units and program areas to ensure solutions meet current and strategic ministry needs and requirements.
• Provide ServiceNow functional and technical expertise.
• Configure and customize ServiceNow modules to meet requirements ensuring the integrity and sustainability of system configuration.
• Execute internal testing (unit testing) and support UAT activities.
• Provide overall Technical Solution Quality Assurance (QA)
• Support warranty activities as required.
• Support transition to operations (hand off) to support teams.
• Provides and maintains technical documentation of design and changes.
• Certified ServiceNow Application Developer (CAD) and/or Certified System Administrator (CSA).
• Participates in agile delivery meetings.
• Able to quickly understand application functionalities and process.
• Handle and fix production defects efficiently.
• Provide tracking and reporting of time and status on all work as required.
• Identify and coordinate release schedules
• Ensure planned releases remain on schedule and on track

Equipment Requirements Resource will require own equipment. Resource must provide their own computer and related equipment. The computer's operating system must be a modern version of Windows or MacOS that is compatible with Azure Virtual Desktop (AVD) and related software for remote access. Windows is preferred due to better compatibility. AVD/remote-related software will be installed on the resource's computer.

The Contractor’s resources are directed to work remotely, the Contractor shall be responsible for providing all of its equipment, including computers, software, printers, supplies, desks and chairs. However, the Province shall ensure that the Contractor’s resources have the necessary access and credentials to the Government of Alberta’s system.

Note

• Notes on Location: Per worker model below this is a Remote role.

Working Hours

• Standard Hours of work are 8:15 to 4:30 with a 1 hr lunch break Alberta time, Monday through Friday excluding holidays observed by the province.
• Work must be done within Alberta, no working in other provinces

Eligibility and Application Steps If you are enthusiastic about this exciting opportunity, we kindly request you to provide the following documents: hrsmss@smsoftconsulting.com

Without mandatory documents, we cannot submit a candidate.

• Updated Resume in word format (Mandatory)
• Skills Matrix and References (Mandatory)
• Expected hourly rate (Mandatory)
• Visa Status (Mandatory)
• LinkedIn ID (Mandatory)

Please only apply if you meet the qualifications mentioned above. Feel free to share with your network or tag someone who fits for this role! If you have any questions or need further clarification, feel free to call or text at (647) 408-1348.