Senior Business Support Service Analyst

Job Responsibility:

Job Information Job Requisition ID: 52323 Ministry: Technology and Innovation Location: Remote across Alberta Full or Part-Time: Full Time Hours of Work: 36.25 hours per week Permanent/Temporary: Permanent - Full-time Scope: Open Competition Classification: Program Services 3 Market Adjustment Salary: $2,626.89 - $3,448.73 bi-weekly ($68,561 - $90,011 / year)

Technology and Innovation is responsible for making innovation and technology the driving force behind Alberta's economic growth and diversification.

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 center 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 center technologies.

Qualifications

Required: 4 year Bachelor Degree in Computer Science / Information Technology related field, combined with a minimum of two years of progressively responsible related experience.

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 education.

Experience:

• Sound knowledge of contact centre business operations
• Sound knowledge of the technical components, tools, and processes.
• Advanced understanding of Contact Centre technologies including Cloud Solutions such as (Nice InContact)
• Strong knowledge of change management and information management methodologies
• Project planning, monitoring and management skills.
• Strong analytical ability, data interpretation and problem-solving skills.
• Ability to positively influence, negotiate and to obtain commitment of others.
• Ability to translate business operational requirements into technical solutions.
• Ability to function under pressure on several projects simultaneously and to meet time frames.
• Strong interpersonal skills with a focus on customer service.
• High level of motivation, creativity, and initiative.

Assets:

• Experience in ServiceNow
• 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: Permanent -Full-time position Hours of Work: 36.25 hours per week Location: Edmonton (Remote across Alberta)

Final candidate will be required to undergo security screening.

Cover Letter: Candidates are required to include a cover letter that demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Resume: For Employment Experience, please indicate duration of employment (month, year). Please specify employment status (i.e., Casual, part-time, or full-time) Ex: Youth Worker, Jan 2006 -- June 2009, Part-time (three 8 hr. shifts/week)

For any Post-Secondary Education:

Please specify your major and length of program and the year you graduated. Ex: Bachelor of Social Work, 4-year Degree (Graduated 2017)

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 has to offer to prospective employees:

• Working for the Alberta Public Service --
• Public Service Pension Plan (PSPP) --
• Management Employees Pension Plan (MEPP) --
• 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

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:

Agility: Stays abreast of the contact centre innovations and best practices and brings forward innovative ideas to continuously improve the contact centre service. Able to work with ambiguities and under pressure. Ability to operate effectively within a complex organization and different businesses with different needs and requests.

Build Collaborative Environments: Ensure active communication with the business stakeholder. keeping stakeholders informed about the system changes, outages, incidents etc. Excellent interpersonal and issue resolution skills with a demonstrated ability to work in teams and establish effective working relationships with peers and senior management. De-escalation, conflict resolution, negotiation and trouble-shooting skills.

Creative Problem Solving: Works with program business areas to provide innovative solutions and recommendations for the business requirements. Research and solve complex problems and provide recommendations for continuous improvements.

System Thinking: Understand the unique business needs and goals and provide advise, expertise and support based on the best practices and enterprise processes. Align the processes with the enterprise vision. Coordination skills and the ability to function with close attention to detail while adhering to concurrent and tight deadlines.

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 a copy of the role profile, please contact Michelle Elliott at .