[Remote] Business Support Services Analyst

Note: The job is a remote job and is open to candidates in USA. The Government of Alberta is responsible for driving innovation and technology in the region. They are seeking a Business Support Services Analyst to support and enhance a critical platform used across various departments, influencing service delivery and driving meaningful business and technology change.

Responsibilities

• 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

Skills

• University graduation in a related field such as Business, Commerce, Computer Sciences, Information Technology
• 1 year of education for 1 year of experience; or 1 year of experience for 1 year of education
• 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

Benefits

• Public Service Pension Plan (PSPP)
• Management Employees Pension Plan (MEPP)
• Alberta Public Service Benefit Information
• Professional learning and development
• Positive workplace culture and work-life balance
• Leadership and mentorship programs

Company Overview