Business & Problem Management Analyst

Want to be part of a team that makes a difference? Come be part of the change.
Since 1920, APEGA has been regulating the practices of engineering and geoscience to serve the public interest in Alberta.

We are looking for energetic people who thrive in a dynamic, fast-paced, and challenging environment. You are committed to serving the community with integrity, accountability, and innovation, and capable of delivering exceptional service. If you reflect these values, have the knowledge, skills, and abilities to make a difference through your work, and are passionate about acting in the best interest of public safety - then come be a part of our diverse and inclusive team

**Position Summary**
Reporting to the IT Applications Manager, the Business & Problem Management Analyst is involved with the design and modification of business processes and systems. This role collaborates and communicates with business areas and IT on a regular basis to understand business value propositions, issues, concerns, along with requests for enhancements and bug fixes in services provided by IT. Acting within the ITIL framework, the Business and Problem Management Analyst, works with IT and the business areas to identify concerns with IT systems and how they could be improved to function as intended.

**Responsibilities**
- Collaborating with business areas and IT to understand business concerns and request for enhancements to existing services.
- Working with diverse groups of people, build professional and productive relationships with colleagues, clients, vendors, and management.
- Working under pressure, independently or in teams and meet tight time sensitive deadlines by prioritizing work and multitasking.
- Determining operational objectives by studying business functions, gathering information, and evaluating output requirements and formats.
- Constructing workflow charts and diagrams, study system capabilities and write design specifications.
- Improving systems by studying current practices and proposing modifications.
- Recommending controls by identifying issues and writing improved procedures.
- Preparing technical reports by collecting, analyzing, and summarizing information and trends.
- Performing daily, weekly, and monthly reviews and analyses of current processes using operational metrics and reports.
- Suggesting changes to management using analytics to support your recommendations and actively participate in the implementation of approved changes.
- Creating informative, actionable, and repeatable reporting that highlights relevant business trends and opportunities for improvement.
- Working closely with business users to understand their needs and translate them into fully functional solutions.
- Communicating ideas, and process concepts, both orally and in writing, with ease and clarity.
- Being proactive and understanding problems from a broad, interactive perspective and can develop solutions that combine information and ideas.
- Operating and improving an ITIL based Problem Management process by maintaining a Problem Register to track problem resolution once a problem has been identified.
- Ensuring technical teams are aware of and tracking resolution of Known Errors and using Workarounds appropriately.
- Conducting regular Problem Management meetings with the technical teams and IT management.
- Reporting Problem resolution outcomes to IT management through ad hoc reports and regular meetings.
- Work with SME’s and technical resources to determine the root cause of a problem and develop practical and achievable options for resolution
- Engaging in continuous improvement of the Problem Management process.
- Maintaining a Major Incident log and following the assigned process to track significant service disruptions to business.
- Holding regular meetings with business and IT stakeholders until incident resolution has been achieved.
- Maintain a Continual improvement log, accessible to the IT organization and reviewed regularly with IT Management and staff.
- Championing the Continual improvement process within the department.
- Identifying improvements that could be completed operationally and recommending business cases for larger improvements.

**Competencies, Skills & Attributes**
- Competencies: Exemplifying Integrity, Fostering Communication, Results Orientation, Service Excellence, Teamwork, Adaptability, Analytical Thinking, Business Perspective, Initiative, Information Gathering and Processing and Requirements Analysis.
- Extensive knowledge of business analysis, including utilizing business requirements techniques, process mapping, developing BA artifacts such as Use Cases and User stories and stakeholder management.
- Knowledge of the different software development life cycles and the roles and responsibilities of the team.
- Knowledge of ITIL v4; change management concepts and practices; knowledge of problem management concepts and practices and knowledge of continual improvement concepts an