Business Support Services Analyst

Role Responsibilities

Make an Impact Where Business, Technology, and Service Delivery Meet

Are you energized by improving how organizations work and how people access information? As a Business Support Services Analyst, you will play a key role in supporting and enhancing a critical platform used across Government of Alberta (GoA) departments. This position offers the opportunity to collaborate with diverse stakeholders, influence service delivery, and help drive meaningful business and technology change in a dynamic, client-focused environment.

As the Business Support Services Analyst, you will engage directly with GoA departments to develop, support, and continuously improve the platform. You will identify and recommend platform enhancements based on business needs, act as the primary point of contact for ministry staff, and facilitate effective communication between ministries, file room staff, and the Information Management Branch that supports the application. A key part of this role is ensuring that business and technology changes are clearly understood through effective communication, meetings, and transition planning.


Responsibilities

Some of the responsibilities of this position include, but are not limited to:

• 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

To be successful in this position, you will demonstrate:

• Demonstrated strength in analytical thinking, coordination, and stakeholder engagement.
• Proven experience supporting business processes, technology platforms, or service delivery initiatives.
• Ability to effectively translate business requirements into practical, implementable solutions.
• Strong verbal and written communication skills, with a collaborative approach to working across teams.
• Ability to manage multiple priorities under pressure while meeting established timelines.
• Strong research and analytical capabilities to accurately identify issues and develop effective solutions.
• Proactive in identifying potential risks or issues and addressing them appropriately.
• Strategic mindset with the ability to assess outcomes, impacts, and broader implications.

Future-Focused Skills Matter 

As Technology & Innovation embraces emerging technologies, an interest in learning and using AI tools will be a strong asset. While prior AI experience isn’t required, you’ll have opportunities to use AI to streamline workflows, create templates, summarize stakeholder discussions, document notes, and track key decisions.

Curiosity, adaptability, and a willingness to explore new digital tools will help you succeed in this evolving, modernized service environment.

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.

• Agility: Ability to anticipate, assess, and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment.
• Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.
• Develop self and others: A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.
• Build Collaborative Environments: Collaborates across functional areas and proactively addresses conflict. Encourages broad thinking on projects and works to eliminate barriers to progress. Facilitates communication and collaboration. Anticipates and reduces conflict at the outset. Credits others and gets talent recognized. Promotes collaboration and commitment.
• Develop Networks: Leverages relationships to build input and perspective. Looks broadly to engage stakeholders. Open to perspectives towards long-term goals. Actively seeks input into change initiatives. Maintains stakeholder relationships

Qualifications

Required:

• University graduation in a related field such as Business, Commerce, Computer Sciences, Information Technology.

Equivalency: Directly related education or experience considered on the basis of: 

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education. 

Assets:

• 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.

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:  Greater Edmonton area (Remote)

This position is eligible for remote work. You must reside in Greater Edmonton Area, Alberta to work remotely for this position.

Final candidates will be required to undergo enhanced 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. 

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

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.
• Management Employees Pension Plan (MEPP) - https://www.mepp.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.