Service Analyst

Role Responsibilities

The Forward Delivery & Modernization Branch is looking for three (3) Service Analysts. Reporting to the Director, Service Design, this position is a key support to the Director, branch leaders, Product Team Lead, and AI Factory through the lifecycle of the design and delivery of a service or product.

The Service Analyst is responsible for multiple product project supports that enable integrated product development in line with overarching GoA frameworks and facilitate product utilization. As the product projects proceed, the Analyst analyzes and maps ongoing risks and issues as the service is designed and develops and proposes mitigation strategies and solutions.

The responsibilities of this role include:

• Supporting end-to-end product delivery, including requirements gathering, project planning, compliance activities, release planning and implementation.
• Identifying service integration requirements, dependencies, risks and issues, and developing appropriate mitigation strategies.
• Coordinating change management, communications and transition activities to support successful adoption of new digital services.
• Developing and delivering training plans, materials and presentations for diverse user groups and stakeholders.
• Collaborating across teams to integrate operational support, analytics, KPIs, dashboards and other service requirements.
• Monitoring implementation outcomes, maintaining quality assurance processes, and contributing to post-implementation reviews and continuous improvement.
• Developing tools, resources and leading practices, including emerging AI approaches, while providing project updates and briefings to leadership and stakeholders.

To be successful in this role, you will demonstrate:

• Strong analytical, critical thinking and problem-solving skills to evaluate requirements and improve service delivery.
• Effective communication, consultation, facilitation and presentation skills in a fast-paced digital environment.
• Strong collaboration and teamwork skills to work effectively across cross-functional product teams.
• Project management and business acumen to identify priorities, navigate challenges and deliver effective solutions.

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.

Qualifications

Requirements:

• A university degree in a related field (e.g., Computer Science, Information Technology, Social Sciences, Public Administration, Arts), supplemented by two (2) years of progressively responsible, related experience.
• A cover letter clearly demonstrating relevant skills and competencies tailored to this position.

Preference will be given to candidates with experience in:

• Supporting digital product, service transformation or project delivery in a complex environment.
• Project management, requirements gathering, change management and stakeholder engagement.
• Analyzing business and user needs, identifying risks and supporting the implementation of solutions.
• Working collaboratively with cross-functional teams and diverse stakeholders.

Equivalencies:

• A related master’s degree and a minimum of one (1) years of related experience; or
• A related two-year diploma and a minimum of four (4) years of related experience; or
• A related one-year certificate and a minimum of five (5) years of related experience; or
• A minimum of six (6) years of related experience in lieu of formal education.

Assets:

• Experience in User experience design / Service Design.
• Experience delivering with rapid AI agentic delivery.
• Knowledge of AI agentic delivery approaches and human-centred design methods.

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

Notes

Term of Employment: Permanent, Full-time position (3x Positions)

Hours of Work: 7.25 hours daily / 36.25 weekly – Monday to Friday

Location: Edmonton

Final candidates may be required to undergo a security screening.

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.

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.