Shape the Future of How Albertans Connect with Government
Be at the forefront of transforming the 75+ contact centres that connect Albertans to essential government services, driving smarter processes, innovative technology, and AI-enabled solutions that make a meaningful difference.
This critical role strengthens front-line service delivery across the Government of Alberta by providing business support, service coordination, analysis, consultation, training, and continuous improvement for contact centre operations.
Reporting to the Manager, Contact Centre Business Support, the Senior Business Support Service Analyst will work across ministries and technology teams to lead requirements gathering, process and service improvements, stakeholder engagement, change management, testing, documentation, and training. The role ensures contact centre solutions align with business needs, technology standards, policies, regulations, and best practices helping teams adopt new capabilities, improve existing services, and deliver better outcomes for the Albertans they serve.
Some of the responsibilities of this position include but are not limited to:
1. Contact Centre Operations & Initiatives
- Coordinate contact centre operations and initiatives aligned with GoA business priorities.
- Engage departments to understand needs and translate requirements into effective contact centre solutions.
- Support enhancements across quality management, workforce management, performance management, automation, and AI.
- Facilitate requirements sessions, stakeholder meetings, communications, and service updates.
- Serve as a key liaison between business areas and technical teams.
2. Contact Centre Service Planning & Development
- Lead requirements analysis, service planning, and continuous improvement initiatives.
- Assess business needs, technology impacts, opportunities, and solution feasibility.
- Develop recommendations, business cases, proposals, and process improvements.
- Facilitate workshops, working groups, and cross-functional engagements.
- Ensure solutions align with GoA policies, standards, best practices, and business objectives.
3. Contact Centre Service & Project Coordination
- Coordinate contact centre projects and initiatives from planning through implementation.
- Develop project plans, schedules, requirements, and status updates.
- Support the implementation of new and enhanced contact centre applications and services.
- Ensure solutions align with business requirements and GoA best practices.
- Coordinate leadership decisions, change requests, privacy requirements, and vendor activities.
4. Transition Management
- Lead change management activities associated with new technologies and business processes.
- Develop communications, training strategies, and user adoption plans.
- Design and deliver training and presentations for diverse audiences.
- Support quality assurance, data integrity, and compliance.
- Provide a balanced development, implementation, and advisory/consultative role.
Future-Focused Skills Matter
Experience with AI or a strong interest and willingness to learn and apply AI is critical to success in this role. We are looking for a curious, forward-thinking professional who can identify opportunities to leverage AI, automation, and emerging technologies to transform contact centre services.
The Job Description is provided for Further details on this position.
