Role Responsibilities

Unlock knowledge to enable smarter decisions and better service delivery across government!

The Infrastructure and Service Management Branch support the Government of Alberta’s IMT infrastructure, productivity tools, and enterprise service operations, including incident response, service requests, and end-to-end technical service delivery.

Within the Service Management Team, we deliver key service management capabilities including Service Catalogue and Design, Continual Service Improvement, Reporting and Survey Management, Knowledge Management, Service Communications, OCM, and Training.

Reporting to the Knowledge Management, Reporting and Survey Manager, you will support the design, implementation, operation, and maintenance of the Knowledge Base (KB) environment.

You will ensure knowledge is accurately captured, structured, and accessible, enabling staff to quickly find the information they need. Your work will improve information flow, support effective decision-making, and enhance overall service efficiency.

Responsibilities:

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

Systems Development

• • Design and maintain Knowledge Bases (KBs) as a self-service platform for content management and sharing.
  • Configure KB structures, categories, and role-based access controls.
  • Customize workflows for article publishing, updates, and retirement.

Systems Maintenance

• • Plan and implement KB patches, fixes, enhancements, and upgrades.
  • Participate in System and User Acceptance Testing (UAT).

Knowledge Management Governance

• • Develop and enhance Knowledge Management governance frameworks, processes, and procedures.
  • Document workflows, templates, and operational standards.
  • Facilitate monthly KM Representative Committee meetings.
  • Manage KM author/approver onboarding and offboarding processes.
  • Coordinate and deliver KM training for service teams and users.

Process Improvement

• • Collaborate with support teams and vendors to ensure KB alignment with business needs.
  • Engage stakeholders to identify current and future requirements.
  • Lead Continual Service Improvement (CSI) initiatives.

Role Responsibilities continued.

To be successful in this position, you will demonstrate:

• Strong analytical, technical, and problem-solving skills with the ability to quickly identify and resolve issues.
• Excellent communication skills, with the ability to explain technical concepts, consult with stakeholders, and provide clear guidance.
• Proven ability to work effectively in a team environment, take direction, mentor junior staff, and meet deadlines.
• Strong critical thinking and decision-making abilities, with a focus on delivering effective solutions.
• Demonstrated capacity to challenge existing approaches and contribute to innovative and efficient outcomes.
• Ability to build and maintain collaborative relationships across teams, government, and stakeholders while balancing diverse needs and supporting coordinated service delivery.

Future Focused Skills Matter:

This role operates in a digital environment increasingly shaped by AI.

The successful candidate should demonstrate awareness of AI tools and an interest in using emerging technologies to improve knowledge capture, search, automation, and content management. A willingness to learn and apply AI capabilities such as intelligent search, summarization, and knowledge curation is essential to support ongoing modernization.

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: Ability to anticipate, assess, and readily adapt to changing priorities, manage resilience in times of uncertainty and effectively work in a changing environment.
• 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.
• 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

Requirements:

• A university degree in Computer Science, Information Technology or a related field.
• A minimum of two (2) years of related experience.
• Experience working with a Knowledge Management System utilized to provision the KM process such a ServiceNow, Remedy or similar.
• ITIL and/or ITSM Certification.

Equivalencies

• A related two-year diploma in computer technology or a related discipline from a recognized post-secondary institution and four (4) years related experience; or
• A related one-year certificate from a recognized post-secondary institution and five (5) years related experience.

Assets:

• Experience working with privacy and security related legislation.
• Experience with knowledge base design and/or configuration, including structure, categorization, and user access permissions.
• Experience configuring, managing, or supporting content workflows, including publishing, approval, and retirement processes.
• Experience participating in System Integration Testing (SIT) and/or User Acceptance Testing (UAT), including test execution and issue tracking.
• Experience developing, maintaining, or supporting governance processes, procedures, and documentation within a knowledge management environment.
• Experience identifying, analyzing, and implementing process improvements to enhance service delivery and operational efficiency.
• Knowledge of the expected IT services and related future directions of technology in the GoA.
• Knowledge of Alberta Government goals, strategies, priorities and initiatives, particularly as they relate to the mandate of IMT.
• Ability to analyze, evaluate, identify problem areas, and create innovative solutions to address issues identified.
• Excellent communication skills, both verbal and written, including very good consultation, facilitation, and presentation skills.
• Experience in preparing professional presentations, training materials and conduct training sessions.
• Excellent proficiency with standard business software tools.

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: 7.25 hours daily / 36.25 weekly – Monday to Friday

Location: Greater Edmonton / Calgary area (Remote)

This position is eligible for remote work from within Greater Edmonton or Calgary area. You must reside in these areas to work remotely for this position.

Final candidates will be required to undergo a security screening.

A written assessment may be required as part of the interview process.

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

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. Also, 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 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
• Management Employees Pension Plan (MEPP) - https://www.mepp.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.