Administrative Support IV - Technology and Innovation, Health Link

Primary Care Alberta; Calgary; On-site; CAD 39,000 - 48,000; Full time

Job summary

Primary Care Alberta's Health Link is seeking an Administrative Support IV to provide administrative, technical and operational support to the Health Link contact centre in Calgary, Alberta. The role involves data maintenance in InformAlberta, Genesys Pure Cloud, SharePoint Online and Connect Care, with collaboration to ensure policy compliance and documentation.

You'll assist with database enhancements, create flowcharts, perform user acceptance testing, and provide day-to-day technical support

Qualifications

• Minimum three years of recent experience within the last five years in a contact-centre, service desk or technology-enabled operational support environment.
• Experience with enterprise applications or contact-centre technologies in a technology support capacity.
• Experience with ServiceNow/IMS or a comparable ticketing system.
• Intermediate Microsoft Excel skills, including formulas, lookups, sorting/filtering and data validation.

Responsibilities

• Provide administrative, technical and operational support for the Health Link contact centre.
• Maintain data in InformAlberta, Genesys Pure Cloud, SharePoint Online and Connect Care.
• Collaborate with Coordinators and Technology Analysts to ensure policy-compliant information and supporting documentation.
• Assist with database enhancements, create flowcharts and perform user acceptance testing.
• Deliver day-to-day technical support for front-line Health Link staff, including troubleshooting and asset tracking.
• Maintain confidentiality and exercise sound judgment under tight timelines.

Skills

Microsoft Excel

Education

Some post-secondary education

Tools

ServiceNow/IMS

Genesys Cloud

SharePoint Online

Microsoft 365

Job description

Administrative Support IV - Technology and Innovation, Health Link

This position is responsible for providing administrative, technical and operational support, along with other activities associated with the Health Link contact centre. In this role Administrative Support IV will be involved in maintaining data in a variety of database, such as InformAlberta, Genesys Pure Cloud, SharePoint Online and Connect Care; the incumbent will work closely with Coordinators and Technology Analysts to ensure that information complies with policies and standards while maintaining supporting documentation. As the successful candidate, the incumbent will be responsible for assisting with database enhancements, creating flowcharts and performing user acceptance testing to ensure that developments meet business needs. Along with this, the incumbent will provide day-to-day technical support for the front line Health Link staff including trouble-shooting, maintaining documentation, asset tracking and provisioning. This opportunity appeals to you because you are customer service focused; detail oriented and able to apply your problem-solving skills to exercise sound judgment. As the ideal candidate, you will be able to work within tight timelines and with strong attention to accuracy and detail. Well-developed written and verbal communication, interpersonal and team building skills, and an ability to maintain confidentiality and use appropriate discretion will contribute to your success. The Administrative Support IV is integral to the delivery of Health Link’s services and meeting the health information needs of Albertans.

Description:

As an Administrative Support IV, you will require advanced administrative or specialized skills and knowledge to support complex procedures, practices and initiatives within a department or program.

• Classification: Administrative Support IV
• Union: AUPE GSS
• Unit and Program: Health Link
• Primary Location: Southport Tower
• Multi-Site: Not Applicable
• FTE: 1.00
• Posting End Date: 06-NOV-2026
• Employee Class: Regular Full Time
• Date Available: 16-NOV-2026
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Salary: $28.49
• Maximum Salary: $34.62
• Vehicle Requirement: Not Applicable

• Classification: Administrative Support IV
• Union: AUPE GSS
• Unit and Program: Health Link
• Primary Location: Southport Tower
• Location Details: As Per Location
• Multi-Site: Not Applicable
• FTE: 1.00
• Posting End Date: 06-NOV-2026
• Employee Class: Regular Full Time
• Date Available: 16-NOV-2026
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days
• Days Off: Saturday/Sunday
• Minimum Salary: $28.49
• Maximum Salary: $34.62
• Vehicle Requirement: Not Applicable

Required Qualifications

Some post-secondary education.

Additional Required Qualifications

Minimum three years of recent experience within the last five years in a contact-centre, service desk or technology-enabled operational support environment, including at least one year supporting enterprise applications or contact-centre technologies in a technology support capacity. Demonstrated experience with first-line technology support and escalation; onboarding, offboarding, user access and provisioning; ServiceNow/IMS or a comparable ticketing system; and application or User Acceptance Testing. Intermediate Microsoft Excel skills, including formulas, lookups, sorting/filtering and data validation. Ability to create process documentation, flowcharts and job aids. Strong communication, judgment, attention to detail and ability to independently manage competing priorities while maintaining confidentiality.

Preferred Qualifications

Training or coursework in information technology, information management, business administration or a related field. Experience with Genesys Cloud, Connect Care, ServiceNow/IMS, SharePoint Online or Microsoft 365 in a healthcare contact-centre or technology-support environment. Experience supporting endpoint, headset/audio, telephony, virtual-care, workflow improvement, automation or system implementation is an asset. Knowledge of the Alberta health system is preferred.

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