Service Analyst

at  Government of Alberta

JOB INFORMATION

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 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.

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