Senior Business Support Service Analyst

Job Information
Job Title: Senior Business Support Service Analyst 
Job Requisition ID: 72695
Ministry: Technology and Innovation
Location: Remote across Alberta
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: August 8, 2025
Classification: Program Services 3 Market Adjustment  
Salary: ​$2,626.89 - $3,448.73 bi-weekly ($68,561 - $90,011 / year)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit: https://www.alberta.ca/diversity-inclusion-policy.aspx

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.

To learn more about us, please visit: https://www.alberta.ca/technology-and-innovation. 

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 click on this link to view the job description for this position.

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:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

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.

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