Service Analyst

Job Information
Job Title: Service Analyst 
Job Requisition ID: 62539
Ministry: Technology and Innovation
Location: Remote across Alberta
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: October 3, 2024
Classification: Program Services 3 Market Adjustment
Salary: ​$2,626.89 to $3,448.73 / bi-weekly ($68,561 to $90,011 /annually)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit: https://www.alberta.ca/diversity-inclusion-policy.aspx

The Digital Design and Delivery (DDD) division within the Ministry of Technology and Innovation (TI) leads the development of the next-generation of digital public services for the GoA. DDD partners with other departments to deliver products, platforms and services that are better, faster and easier, through modern user-centered agile processes. DDD offers potential candidates a unique opportunity to work on meaningful challenges that transform government and positively impact Albertans.  

The Product branch within DDD is accountable for partnering with ministry programs to frame problems and deliver evidence-based solutions through design and delivery of technology and services. 

Role Responsibilities

The Product branch is looking for a Service Analyst. This position will report to the Director of Service Design.

The responsibilities for this role includes:

Product Delivery Team Support:

• Supporting product teams in the completion of key compliance activities required for product delivery such as privacy, security, and other policies.
• Identifying and mapping service integration needs with other core government systems.
• Coordinating and leveraging relevant product knowledge bases and Service Desk to provide production support for new digital services. 
• Identifying and mapping service integration needs across policy changes, potential change management issues.
• Liaising with other teams (e.g., DataOps) to link measurement and analytics to support implementation and integration of new products and services.
• Providing input on project schedule plans, strategies, and resource requirements as required through various reports.

Transitional Management 

• Contributing to the development and implementation of change management strategies and procedures to facilitate adoption and utilization of new products and services.
• Coordinating the development and implementation of a communications plan for multiple projects.
• Designing and facilitating change management activities to ready users for the new business processes and tools.
• Designing, developing, and delivering quality user training including both virtual and in-person.
• Developing quality assurance processes to ensure data integrity and compliance with policies and procedures.

Process improvement and coordination

• Participating in project outcome measurement.
• Maintaining awareness of emerging trends and developments and sharing leading practices to other Analysts and Product Team members to maintain consistent delivery approaches and methods (e.g., lessons learned, common issues that can be leveraged across Product Teams).
• Developing tools and resources to enhance consistency and quality of products and product teams.
• Developing reports and presenting status updates and communications to multiple stakeholder group briefings.

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.

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 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: Leads and contributes to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

Develop Networks: Proactively building networks, connecting, and building trust in relationships with different stakeholders.

Systems Thinking: The work done within the APS is part of a larger integrated and inter-related environment. It is important to know that work done in one part of the APS impacts a variety of other groups/projects inside and outside the APS. Systems thinking allows us to keep broader impacts and connections in mind.

Creative Problem Solving: Ability to assess options and implications in new ways to achieve outcomes and solutions.

Qualifications

Required: 
University degree in a related field, such as Business Administration, Public Administration, or Technology, with two (2) years related experience.

Equivalency: 
A two-year diploma in a related discipline and six (4) years related experience; or a related one-year certificate and five (5) years related experience.

Other requirements and assets for this role are:

• Experience in developing, implementing, and establishing processes.
• Experience in user experience design and service design. 
• Experience delivering with Agile scrum framework. 
• Experience delivering and supporting technology products and services.
• Knowledge of Agile delivery approaches and human-centred design methods. 
• Analytical and evaluation skills to complete compliance processes in line with requirements.
• Strong facilitation and consultation skills. 
• Effective communication (written, verbal, listening), presentation skills to work in a fast-paced digital delivery environment.

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

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

Location
Edmonton; ability to work remotely within Alberta

Final candidates may be required to undergo a security screening.

Note to applicants, please ensure your resume 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).

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 has 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
• 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

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Candidates are required to apply for a job online. Please visit https://www.alberta.ca/job-application-resources#before for more information. Please visit Recruitment Principles, for more information.

It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)(https://www.alberta.ca/international-qualifications-assessment.aspx) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information (https://canalliance.org/en/default.html).

It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.

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

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Sam Thomas Mathew at Sam.Thomasmathew@gov.ab.ca.