VIP Support Analyst

Role Responsibilities

Reporting to and working closely with the Team Lead, LEG VIP Support, the VIP Support Analyst plays a critical role in providing Service Request Coordination (SRC), Wireless Access (WAAC) services, and IT Support to the VIPs within the Alberta Legislature Building.

Responsibilities:  
Some of the responsibilities of this position include:

• Service Responsibilities
  • Review all submitted user service incidents and RITMs.
  • Ensure process and procedures related to BERNIE are being followed.
  • Ensure all work requested is tracked within BERNIE and that work logs and resolution details are kept updated.
  • Keep the client up to date on the status of their requests. 

• Service Operations
  • Work with senior analysts to troubleshoot, resolve and/or coordinate the resolution of all support calls originating from VIP clients.
  • Coordinate the submission of all requests originating from VIP clients.
  • Engage the required GoA teams if their assistance is needed in request submission or resolution.
  • Assist in the creation and maintenance of process documentation. 
  • Provide assistance to users either on site, via phone, or remotely.
  • Provide assistance to team members as a junior technical resource.

To be successful in this position you will demonstrate:

• Ability to thrive in a complex, diverse and rapidly changing environment with competing priorities. 
• Ability to adapt quickly to situations, provide innovative solutions to satisfy requirements. 
• Solid understanding of the GoA technical environment and teams who provide services.
• General understanding of IT policies and programs. 
• Ability to work well in a team environment, take direction and work within deadline constraints is essential. 
• Strong communication skills are required to explain IT concepts and seek clarification from clients. 
• Well organized and have a good eye for detail. 
• Ability to work both independently of supervision and within a team environment. 
• Good problem solving and analytical skills. 
• Excellent customer service skills. 
• Good communication skills (both written and verbal).

Working in a highly complex and continually evolving environment, this position is relied on to provide a high level of SRC and WAAC services to the VIPs at the Alberta Legislature. They must be able to think on their feet and determine the best method to resolving a client issue.

Please click on this Link to view the job description for 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.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf

Some of the competencies critical for this position are:

• Drive for Results: Knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders.
• Develop Networks: Proactively building networks, connecting, and building trust in relationships with different stakeholders.
• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.

Qualifications

Requirements:

• 2y Diploma in a related field such as Computer Sciences, Information Technology from a recognized post-secondary institution. 
• Flexibility to work various shifts as required (7:30am – 5pm).

Equivalencies:  Equivalencies will be considered: 

• A related one-year certificate from a recognized post-secondary institution and 1 years related experience.
• An industry-recognized certification from a credible source, such as ISC2, may be used in place of the 1-year certificate.

Assets: Preference will be given to candidates with:

• General understanding of IT policies and programs.
• Experience working with VIP level clients and the ability to effectively communicate with cliente/clients. 
• Experience with ServiceNow. 
• Experience working with Information technology, desktops, laptops, peripherals, network devices, and servers. 
• Experience working with all Windows platforms.
• Experience in Microsoft Exchange and Outlook.
• Experience in Microsoft Active Directory Services.
• Knowledgeable of Mobile devices, enrollment processes, and Microsoft Endpoint Manager.  
• Experience with Multifunction Authentication
• Experience with Video conferencing technologies
• Experience working with Mac platforms. 
• Experience providing IT support in large public sector organizations such as Government of Alberta or similar.

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

​​​​​​​Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: Permanent full-time position
Hours of Work:  36.25 hours per week
Location: Edmonton 

This position requires flexibility to work various shifts as required (7:30am – 5pm).

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level. 

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. 

Additional Information:
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).

Final candidates will be required to undergo a security screening.

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 the GoA have to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.