Senior Business Support Service Analyst

Role Responsibilities

Shape the Future of How Albertans Connect with Government

Be at the forefront of transforming the 75+ contact centres that connect Albertans to essential government services, driving smarter processes, innovative technology, and AI-enabled solutions that make a meaningful difference.

This critical role strengthens front-line service delivery across the Government of Alberta by providing business support, service coordination, analysis, consultation, training, and continuous improvement for contact centre operations.

Reporting to the Manager, Contact Centre Business Support, the Senior Business Support Service Analyst will work across ministries and technology teams to lead requirements gathering, process and service improvements, stakeholder engagement, change management, testing, documentation, and training. The role ensures contact centre solutions align with business needs, technology standards, policies, regulations, and best practices helping teams adopt new capabilities, improve existing services, and deliver better outcomes for the Albertans they serve.

Some of the responsibilities of this position include but are not limited to:

1. Contact Centre Operations & Initiatives

• Coordinate contact centre operations and initiatives aligned with GoA business priorities.
• Engage departments to understand needs and translate requirements into effective contact centre solutions.
• Support enhancements across quality management, workforce management, performance management, automation, and AI.
• Facilitate requirements sessions, stakeholder meetings, communications, and service updates.
• Serve as a key liaison between business areas and technical teams.

2. Contact Centre Service Planning & Development

• Lead requirements analysis, service planning, and continuous improvement initiatives.
• Assess business needs, technology impacts, opportunities, and solution feasibility.
• Develop recommendations, business cases, proposals, and process improvements.
• Facilitate workshops, working groups, and cross-functional engagements.
• Ensure solutions align with GoA policies, standards, best practices, and business objectives.

3. Contact Centre Service & Project Coordination

• Coordinate contact centre projects and initiatives from planning through implementation.
• Develop project plans, schedules, requirements, and status updates.
• Support the implementation of new and enhanced contact centre applications and services.
• Ensure solutions align with business requirements and GoA best practices.
• Coordinate leadership decisions, change requests, privacy requirements, and vendor activities.

4. Transition Management

• Lead change management activities associated with new technologies and business processes.
• Develop communications, training strategies, and user adoption plans.
• Design and deliver training and presentations for diverse audiences.
• Support quality assurance, data integrity, and compliance.
• Provide a balanced development, implementation, and advisory/consultative role.

Future-Focused Skills Matter

Experience with AI or a strong interest and willingness to learn and apply AI is critical to success in this role. We are looking for a curious, forward-thinking professional who can identify opportunities to leverage AI, automation, and emerging technologies to transform contact centre services.

The Job Description is provided for Further details on 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.

Some of the competencies critical for this position include:

• Agility: Ability to anticipate, assess, and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment.
• Build Collaborative Environments: Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
• Systems Thinking: The work done within the APS is part of a larger integrated and inter-related environment. It is important to know that work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems thinking allows us to keep broader impacts and connections in mind.
• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.

Qualifications

Requirements:

• A university degree in a related field such as Computer Science, Information Technology or related field.
• Minimum of (2) years of experience in:

• • Leading business analysis, requirements gathering, and future-state solution design initiatives.
  • Translating business needs into technology-enabled solutions and acting as the primary liaison between business stakeholders and technical teams.
  • Developing process maps, workflows, service models, and business requirements documentation.
  • Supporting project delivery, training, communications, change management, and implementation activities.
  • Working with enterprise business applications, contact centre technologies, and Microsoft 365 solutions.
  • Supporting enterprise-wide service standards and best practices, ensuring business solutions align with governance requirements while maintaining a consistent client and citizen experience across the organization

• Ability to assess business challenges and recommend innovative technology solutions that improve client, employee, and citizen experiences.
• Experience using artificial intelligence, automation, and digital tools to improve workflows, service delivery, documentation, reporting, and operational efficiency.

Equivalencies: 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

Assets:

• Experience with:

• • NICE CXone
  • ServiceNow
  • Power BI
  • SharePoint
  • Agile delivery methodologies
  • Process automation technologies.

• Experience working within Contact Centre business operations and environments.
• Demonstrated expertise in change management and information management methodologies.
• Proven experience in project planning, monitoring, and management.
• Proven ability to identify potential Contact Centre issues and assess and address them appropriately.
• Strong proficiency in Microsoft Office applications.
• Experience in Contact Centre service planning and development, including feasibility assessments and requirements analysis.
• Demonstrated expertise in the identification, development, implementation, and continuous enhancement of Contact Centre services to support business area requirements and deliverables.

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

Notes

Term of Employment: Permanent, Full-time position
Hours of Work: 7.25 hours daily / 36.25 weekly – Monday to Friday
Location: Remote across Alberta

This position is eligible for remote work. You must reside in Alberta to work remotely for this position.

Final candidates will be required to undergo enhanced security screening.

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

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

Additional Information:
In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

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 we have to offer:

• 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.