Senior Business Support Service Analyst

July 26

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Government of Alberta

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Government • Public Safety • Education

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.

10,000+ employees

Founded 1905

🏛️ Government

📚 Education

📋 Description

• 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 centre 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 centre technologies.

🎯 Requirements

• University degree in Computer Science / Information Technology or related, PLUS 2 years related experience or equivalent as described • Sound knowledge of contact centre business operations, and processes. • Sound knowledge of the technical support, and troubleshooting • Sound knowledge of Cloud platforms such as Contact Center as a Service (CCaaS) • Ability to translate business operational requirements into technical solutions. • Ability to convey complex concepts, issues, and options for resolution to key decision makers. • Ability to positively influence, negotiate and to obtain commitment of others. • Ability to function under pressure on several projects simultaneously and to meet deadlines • Excellent interpersonal, verbal, and written communication skills with the ability to confidently collaborate with diverse teams and stakeholders.

🏖️ Benefits

• 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