[Remote] Business Support Services Analyst
Note: The job is a remote job and is open to candidates in USA. The Government of Alberta is responsible for driving innovation and technology in the region. They are seeking a Business Support Services Analyst to support and enhance a critical platform used across various departments, influencing service delivery and driving meaningful business and technology change.
Responsibilities
- Coordinate and complete activities that support platform operations and initiatives, ensuring alignment with departmental, divisional, and branch business goals and objectives
- Deliver platform service planning and development, including feasibility reviews and requirements analysis
- Act as a Platform Service and Project Coordinator, supporting projects from initiation through completion by applying strong knowledge of business needs, client requirements, and business process design
- Support transition management by coordinating organizational change resulting from new technologies and business process re-engineering
- Respond to ministry staff inquiries and provide ongoing platform support and guidance
- Facilitate meetings and deliver clear, effective communications to ensure shared understanding of changes and impacts
Skills
- University graduation in a related field such as Business, Commerce, Computer Sciences, Information Technology
- 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education
- Excellent written and verbal communication skills, including strong presentation and documentation abilities
- Advanced understanding of Contact Centre as a Service (CCaaS) and cloud-based technologies, such as NICE CXone and ServiceNow; this is considered a strong asset
- Solid knowledge of contact centre business operations and service delivery models (asset)
- Demonstrated knowledge of change management and information management methodologies
- Proven project planning, monitoring, and management skills
- Strong analytical, data interpretation, and problem-solving capabilities
- Ability to positively influence stakeholders, negotiate effectively, and gain commitment across teams
- Demonstrated ability to translate business and operational requirements into effective technical solutions
- Strong interpersonal skills with a customer-service-oriented mindset
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
- Strong interest in emerging technologies, with a willingness to learn and apply Artificial Intelligence (AI) and other innovative solutions
Benefits
- Public Service Pension Plan (PSPP)
- Management Employees Pension Plan (MEPP)
- Alberta Public Service Benefit Information
- Professional learning and development
- Positive workplace culture and work-life balance
- Leadership and mentorship programs
Company Overview