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 IT Systems. Acting within the ITIL framework, this role will collaborate with business areas and IT on a regular basis to understand and make recommendations for improvements for business issues, concerns, and requests for enhancements and bug fixes in the services provided by IT.

Responsibilities

• Ability to work with diverse groups of people, build professional and productive relationships with colleagues, clients, vendors, and management.
• Ability to work under pressure, independently or in teams and meet deadlines by prioritizing work.
• Determining operational objectives by studying business functions, gathering information, and evaluating output requirements and formats.
• Construct workflow charts and diagrams, study system capabilities.
• Recommending controls by identifying issues and writing improved procedures.
• Performing reviews and analyses of current processes using operational metrics and reports.
• Suggest changes to management and participate in the implementation of approved changes.
• Working with business users to understand their needs and translate them into IT solutions.
• Ability to communicate ideas and process concepts, both orally and in writing.
• Maintaining a Problem Register to track problem resolution. 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.
• 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.
• Improve systems by studying current practices and proposing modifications.
• Creating repeatable reporting that highlights relevant business trends and opportunities for improvement.

Knowledge, Skills & Abilities

Core:

• Exemplifying Integrity
• Fostering Communication
• Results Orientation
• Teamwork

Functional:

• Analytical Thinking
• Business Perspective
• Initiative
• Information Gathering and Processing
• Requirements Analysis
• Extensive knowledge of Business Analysis, including:
  • Utilizing business requirements techniques
  • Process mapping
  • Developing BA artifacts such as Use Cases and User stories
  • Stakeholder Management
• Knowledge of the APEGA Software Development Life Cycle and the roles and responsibilities of the team
• Knowledge of ITIL v4
  • Change Enablement
  • Problem Management Continual Improvement
• Manage stakeholder expectations
• Effective Communication and Presentation skills
• Ability to influence others using analysis techniques
• Ability to facilitate meetings, elicit feedback and document requirements
• Analysis skills that look between 3 levels:
  • Business-Level
  • Software-Level
  • Information-Level
• Effective problem-solving skills that look at the bigger picture
• Critical thinking and evaluation skills when determining options
• Must be familiar with the following tools:
  • MS Visio
  • MS Office
  • MS SharePoint
  • Atlassian Tools (Jira, Confluence)
  • Axure RP

Qualifications

• Certificate of Capability in Business Analysis (CCBA) and/or Foundation Certificate in Business Analysis or PMI-PBA Certification
• 3 – 5 years of experience in working with IT on system implementations and/or enhancements, business process improvements and business process re-engineering.
• ITIL v4 Foundations certified. Expertise in and/or training in Problem Management
• Equivalencies may be considered

Closing Date: April 10, 2025

Please note, if you are submitting a resume for multiple positions please ensure you send a separate submission for each competition.

We acknowledge all candidates working in their area of expertise may build their knowledge, skills, and competencies in several ways. We welcome candidates from a breadth of backgrounds, who may have equivalent skills and competencies to the ones listed above. There may be APEGA positions posted that have specific regulatory requirements, and in keeping with those requirements, APEGA will follow the guidelines that we are bound by. All candidates are considered with the objective to enhance APEGA's people and culture.

Thank you for your interest in APEGA.

Only those candidates selected for interviews will be contacted.