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Vip Support Analyst

4 weeks ago

Edmonton, Canada Government of Alberta Full time

**Job Information**

Job Requisition ID: 67809
Ministry: Technology and Innovation
Location: Edmonton
Full or Part-Time: Full -Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: March 20, 2025
Classification: Systems Analyst 1

**Salary**: $2,287.86 to $3,431.24 bi-weekly ($59,713 - $89,555/year)

The Infrastructure and Service Management Branch manages, operates and supports the information management technology (IMT) infrastructure and productivity tools, and manages the overall provision of technical services, incidents response, and IMT service requests for the Government of Alberta (GoA).

Technology and Innovation is responsible for making innovation and technology the driving force behind Alberta’s economic growth and diversification. 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**:
Reporting to and working closely with the Team Lead, LEG VIP Support, the VIP Support Analyst plays a critical role in providing Service Request Coordination (SRC), Wireless Access (WAAC) services, and IT Support to the VIPs within the Alberta Legislature Building.

**Responsibilities**:
Some of the responsibilities of this position include:

- **Service Responsibilities**
- Review all submitted user service incidents and RITMs.
- Ensure process and procedures related to BERNIE are being followed.
- Ensure all work requested is tracked within BERNIE and that work logs and resolution details are kept updated.
- Keep the client up to date on the status of their requests.
- **Service Operations**
- Work with senior analysts to troubleshoot, resolve and/or coordinate the resolution of all support calls originating from VIP clients.
- Coordinate the submission of all requests originating from VIP clients.
- Engage the required GoA teams if their assistance is needed in request submission or resolution.
- Assist in the creation and maintenance of process documentation.
- Provide assistance to users either on site, via phone, or remotely.
- Provide assistance to team members as a junior technical resource.

To be successful in this position you will demonstrate:

- Ability to thrive in a complex, diverse and rapidly changing environment with competing priorities.
- Ability to adapt quickly to situations, provide innovative solutions to satisfy requirements.
- Solid understanding of the GoA technical environment and teams who provide services.
- General understanding of IT policies and programs.
- Ability to work well in a team environment, take direction and work within deadline constraints is essential.
- Strong communication skills are required to explain IT concepts and seek clarification from clients.
- Well organized and have a good eye for detail.
- Ability to work both independently of supervision and within a team environment.
- Good problem solving and analytical skills.
- Excellent customer service skills.
- Good communication skills (both written and verbal).

Working in a highly complex and continually evolving environment, this position is relied on to provide a high level of SRC and WAAC services to the VIPs at the Alberta Legislature. They must be able to think on their feet and determine the best method to resolving a client issue.

Please

**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:
Some of the competencies critical for this position are:

- **Drive for Results**: Knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders.
- **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.

**Qualifications**:
**Requirements**:

- 2y Diploma in a related field such as Computer Sciences, Information Technology from a recognized post-secondary institution.
- Flexibility to work various shifts as required (7:30am - 5pm).

**Equivalencies**: Equivalencies will be considered:

- A related one-year certificate from a recognized post-secondary institution and 1 years related experience.
- An industry-recognized certification from a credible source, such as ISC2, may be used in place of the 1-year certificate.
- General understanding of IT policies and programs.
- Experience working with VIP level clients and the ability to effectively communicate with cl