Incident Management Lead

3 weeks ago


Edmonton, Canada Government of Alberta Full time

**Job Information**

Job Requisition ID: 52502
Ministry: Technology and Innovation
Location: Edmonton, Alberta
Full or Part-Time: Full-Time
Hours of Work: 36.25 hours per week
Regular/Temporary: Regular
Scope: Open Competition
Closing Date: February 14, 2024
Classification: Program Services 4

**Salary**: $2,757.39 to $3,604.17 / Bi-Weekly ($71,967 - $94,068/ Annually)

**Role Responsibilities**:
Reporting to the Manager, 1GX Technology Excellence, this position leads a team of triage specialists to resolve issues and support 1GX end users (1st and 2nd tier).

The Incident Management Lead provides a customer focused response to ensure end users across all ministries and ILO’s are supported, using incident or service request management tools and principals. The Lead and their team adhere to 1GX severity levels and escalation protocols. The Incident Management Lead also collaborates with stakeholders such as the Service Alberta IT division in the use of common tools and processes, including GoA Service desk and the BERNIE tool set. BERNIE includes incident and service request management.

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

- Lead a team of triage specialists in the effective resolution of 1GX end user incidents and service requests (1st and 2nd tier), responding to enquiries from across all ministries.
- Provide specialized knowledge, project coordination, and support to the Manager, Technology Excellence.
- Work in collaborative relationships, develop networks, and bring people together with both internal and external stakeholders.
- Provide guidance, mentorship, training, and supervision for triage administrative staff.
- Provide advice and guidance in the resolution of incidents and/or work in collaboration to resolve issues or exchange information/ideas: Treasury Board & Finance, Office of the Controller, Public Service Commissioner, GoA ministries, Agencies & Boards, other external government entities e.g., Independent Legislative Offices (ILO); 1GX users, Process and Technology Excellence (P&TE)/Centre of Excellence (CoE) staff.

To be successful in this role you will demonstrate:

- Strong communication skills to engage and collaborate with stakeholders.
- Familiarity with applicable legislation, regulations, ministerial orders, and guidelines, including legislation and directives (e.g., Public Service Act, Collective Agreements, Corporate Human Resources and Treasury Board policies and directives, Financial Administration Act, Government Accountability Act, Freedom of Information and Protection of Privacy Act).
- Experience in supervising a team of professionals.
- Knowledge in ITIL.
- Knowledge/Awareness of Public Sector Accounting Standards (PSAS).
- Knowledge/awareness of Canadian payroll and human resource practices and principles.

**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:
Critical Competencies for this position are:

- **Agility**:This position works in a fast paced, highly complex environment. The ability to work in a changing environment, take opportunities to improve processes, anticipate and adjust and remain optimistic and see advice to support changes is essential.
- **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.
- **Develop Networks**: Proactively building networks, connecting, and building trust in relationships with different stakeholders.
- **Creative Problem Solving**: Ability to assess options and implications in new ways to achieve outcomes and solutions.
- **Drive for Results**: This position supports the delivery of key department and government priorities. The ability to focus on delivery of high-quality materials and support comprehensive engagements, plan and partner with others to deliver is essential.
- **Systems Thinking**:It is essential to consider the broader landscape and environment in which this team operates and have the ability to make connections between priorities and emerging issues, analyze long-term outcomes, focus on goals and identify intended consequences.

**Qualifications**:
**Required**:

- University graduation in a related field such as Business Administration, Business Analysis, Commerce, Computer Sciences, Information Technology.
- 4y of directly related experience working with the business processes and practices within the streams like Human Capital Management, Payroll & Benefits, Finance and/or Supply Chain Management.

**Equivalencies**:
Directly related education or experience considered on the basis of:

- 1 year of education for 1 year of experience; or
- 1 year of


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