Senior Business Support Service Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $76.6k - $100.5k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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Government of Alberta

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1905

🏥 Healthcare

🍽️ Food & Beverage

📦 Logistics

Healthcare • Food & Beverage • Logistics

Government of Alberta is the governing body responsible for the administration and execution of laws, policies, and services within the province of Alberta, Canada. It provides essential services to its citizens, including healthcare, education, agriculture support, public safety, and emergency preparedness. The government also initiates various programs to enhance economic development, support families, and protect the environment, aiming to improve the quality of life for residents in Alberta.

📋 Description

• Coordinate contact centre operations and initiatives aligned with Government of Alberta 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 • Act as 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, process improvements, project plans, schedules, requirements, and status updates • Coordinate contact centre projects from planning through implementation • Support implementation of new and enhanced contact centre applications and services • Coordinate leadership decisions, change requests, privacy requirements, and vendor activities • Lead change management activities for 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 • Identify opportunities to leverage AI, automation, and emerging technologies to transform contact centre services • Report to the Manager, Contact Centre Business Support and work across ministries and technology teams

🎯 Requirements

• A university degree in a related field such as Computer Science or Information Technology • Minimum of 2 years of experience leading business analysis, requirements gathering, and future-state solution design initiatives • Experience translating business needs into technology-enabled solutions and liaising between business stakeholders and technical teams • Experience developing process maps, workflows, service models, and business requirements documentation • Experience supporting project delivery, training, communications, change management, and implementation activities • Experience with enterprise business applications, contact centre technologies, and Microsoft 365 solutions • Experience supporting enterprise-wide service standards and best practices and aligning solutions with governance requirements • Ability to assess business challenges and recommend innovative technology solutions • Experience using artificial intelligence, automation, and digital tools to improve workflows and service delivery • Final candidates must undergo enhanced security screening • Must reside in Alberta to work remotely • Equivalencies: 1 year of education for 1 year of experience, or 1 year of experience for 1 year of education • Assets include NICE CXone, ServiceNow, Power BI, SharePoint, Agile delivery methodologies, and process automation technologies • Experience in contact centre operations and environments • Expertise in change management and information management methodologies • Experience in project planning, monitoring, and management • Strong proficiency in Microsoft Office applications

🏖️ Benefits

• Permanent employment • Remote work eligibility • Public Service Pension Plan (PSPP) • Alberta Public Service benefits • Professional learning and development • Positive workplace culture and work-life balance