Job Description

Job Information
Job Title: Business Support Services Lead (Contact Centre - Enterprise Technology)
Job Requisition ID: 77968
Ministry: Technology and Innovation
Location: Greater Edmonton area (Remote)
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: January 2nd, 2026
Classification: Program Services 4
Salary: $3,056.50- $4,006.62/ Biweekly ($79,774 - $104,572/yearly)

The Ministry of Technology and Innovation is responsible for making innovation and technology the driving force behind Alberta’s economic growth and diversification. To learn more about us, please visit: https://www.alberta.ca/technology-and-innovation

The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Whatever your position is here, you will be a part of something great. Join us!

Role Responsibilities

Join the team driving Alberta’s digital future!

As part of the Technology and Innovation (T&I) Ministry, the BSS Lead (Business Support Services Lead) position helps drive the modernization of government services by connecting ministries with the right technology solutions and guiding effective service planning. Working within the Business and Technology Operations (BTO) division and reporting to the Manager, Contact Centre Business Support, this position plays a vital role in ensuring ministries receive the technology services, guidance, and support needed to meet their goals.

In this position, you will serve as the primary link between ministry partners, IMT specialists, governance teams, and technical experts. You will translate business needs into practical technology pathways, ensure alignment with GoA policies and standards, and support continuous improvement across platforms and services. This includes leading consultation, engagement, and planning activities in collaboration with IT Business Analysts, Information Management Analysts, FOIP, Litigation, and other stakeholders to ensure service requirements are met effectively and consistently.

Responsibilities:

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

• Serving as the first point of contact for ministries seeking new or expanded IT services, helping define needs and navigate service pathways.
• Building strong, trust-based relationships with ministry partners and internal teams such as FOIP, Cyber Security, IM, Communications, and Litigation.
• Supporting service planning by maintaining awareness of platform capabilities, governance requirements, and upcoming technological or policy changes.
• Coordinating engagement and consultation activities to ensure business needs are understood, documented, and aligned with GoA standards.
• Identifying service gaps, improvement opportunities, and innovative solutions that enhance service delivery and user experience.
• Staying current on IMT best practices and helping clients adopt sustainable, efficient, self-serve service models.
• Providing guidance, documentation, and standardized procedures to support consistent and compliant service delivery.

Future-Focused Skills Matter

As T&I 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

Some of the competencies critical for this position are:

• Agility: Proactively incorporates change into processes. Creates opportunities for improvement. Is aware of and adapts to changing priorities. Remains objective under pressure and supports others to manage their emotions. Proactively explains impact of change on roles and integrates change in existing work. Readily adapts plans and practices.

• 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.
• Systems Thinking Considers inter-relationships and emerging trends to attain goals. Seeks insight on implications of different options. Analyzes long-term outcomes, focus on goals and values. Identifies unintended consequences.
• Creative Problem Solving Engages the community and resources at hand to address issues. Engages perspective to seek root causes. Finds ways to improve complex systems. Employs resources from other areas to solve problems. Engages others and encourages debate and idea generation to solve problems while addressing risks.

Qualifications

Requirements:

• University graduation in a related field such as Business Administration, Computer Sciences, Information Technology, Public Administration.
• Minimum of 4 years’ hands-on experience supporting large, complex enterprise environments across diverse enterprise technology platforms.
• Project management experience and superior technical abilities to manage implementation of services with software, hardware, and cloud components.
• Advanced understanding of Contact Centre as a Service (CCaaS) and Cloud technologies such as NICE CxOne and ServiceNow.
• Proven experience in stakeholder engagement.
• Experience leading business support teams.

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:

• Strong knowledge of the business plans, mandates, strategic priorities, objectives and programs of TSO (Technology Support & Operations).
• ITIL Foundation certification.
• Ability to assess the impact of policy & technology changes on services.
• Experience with budgeting and costing of the Contact Centre technical Service.
• Ability to identify trends and make decisions based on data collected.
• Experience in MS365, CoPilot.
• Excellent verbal and written communication skills, including consultation, facilitation, and presentation capabilities.
• Experience in leading large, complex initiatives and projects.
• Strong interest in emerging technologies, a desire to learn and use Artificial Intelligence (AI).
• Able to work effectively on a team as well as independently and handle high stress situations.
• Strong facilitation and negotiation skills.

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/ Monday to Friday
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.

Successful candidates may be required to attend occasional mandatory in person meetings at the Edmonton office.

Final candidates may be required to undergo Enhanced Security Screening.

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

Note:

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.

Additional Information

In your resume, please 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).

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
• 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.

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 Michelle Elliott, TAS Administrator at Michelle.Elliott@gov.ab.ca