Job Title: Senior Business Support Service Analyst Ministry: Technology and Innovation Location: Remote across Alberta Full or Part-Time: Full Time Permanent/Temporary/Wage: Permanent Salary: $2,935.39 to $3,850.29/bi-weekly ($76,613 - $100,492/year) The Alberta Public Service works to build a stronger province for current and future generations. The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Be at the forefront of transforming the75+ 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.

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. 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. Ensure solutions align with GoA policies, standards, best practices, and business objectives.

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. 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 balanceddevelopment, implementation, and advisory/consultativerole.

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 leverageAI, automation, and emerging technologiesto transform contact centre services.

Competencies are behaviors that are essential to reach our goals in serving Albertans. 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.

Creative Problem Solving: A university degree in a related field such as Computer Science, Information Technology or related field. 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.

Assets: ServiceNow Power BI SharePoint Experience working within Contact Centre business operations and environments. 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. 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. 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.

📌 Senior Business Support Service Analyst (Edmonton)
🏢 Government of Alberta
📍 Edmonton