Operations Analyst (Program Admin Officer 3)

Government of Nova Scotia; Halifax; On-site; CAD 2,000 - 4,000; Full time

Job summary

The Government of Nova Scotia is seeking an Operational Analyst to enhance service delivery processes. This permanent position in Halifax involves developing effective processes, evaluating metrics, and coordinating with various teams. Candidates should possess a bachelor’s degree and relevant experience, with strong analytical and communication skills. A range of benefits is offered to employees.

Benefits

Defined Benefit Pension Plan

Health Insurance

Dental Insurance

Life Insurance

Short- and Long-Term Disability

Employee and Family Assistance Programs

Qualifications

• 5 years related experience or equivalent combination of training and experience.
• Experience creating process documentation and delivering training.

Responsibilities

• Develop new service delivery processes focused on citizen-centered design.
• Coordinate user acceptance testing and develop clear communications.

Skills

Analytical Thinking

Communication

Problem Solving

Education

Bachelor’s Degree

Tools

Excel

Tableau

Cognos

Power BI

Job description

Competition # : 45866

Department: Service Nova Scotia

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 27-May-25 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Our vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.

To learn more about our department, please click here: Department of Service Nova Scotia - Government of Nova Scotia

About Our Opportunity

Reporting to the Manager of Operations Support (Business Programs), as Operational Analyst, you are responsible for working with and providing support concurrently for Citizen Services teams, Citizens and multiple Program Owners. You will develop effective, efficient processes to support service delivery outcomes across various channels.

Primary Accountabilities

• With a focus on citizen centered design, develop new service delivery processes
• Evaluate existing processes with an eye to innovate and improve service delivery for clients and teams
• Document and provide training for new services as well as changes to existing services as a result of legislative, regulation, policy changes or client feedback
• Coordinate technical teams identified in the solution
• Coordinate user acceptance testing
• Develop clear and concise communications to all impacted stakeholders
• Design quality assurance processes to support teams in attaining accurate program deliverables
• Develop and deliver reporting to Leadership teams to assist in workload management and to measure benchmarks
• Evaluate service delivery metrics (including technical, financial, operational etc.) and provide accurate information in a timely manner to support leadership teams and Program Owners in decision making
• Work with various internal and external technology teams to support system design and implement solutions
• Coordinate large scale program launches and annual renewal cycles by maintaining professional relationships with various internal and external teams including Business Registration Unit, Contact Center, Access Nova Scotia, Department of Finance, Kings Printer, Postal Services, Communications Nova Scotia, Cyber Security and Digital Services, etc.
  
  

Qualifications And Experience

This position requires a bachelor’s degree plus five (5) years related experience or an equivalent combination of training and experience. To be considered for this opportunity, you think analytically, conceptually, and innovate while developing practical solutions for service delivery. You develop and use tools (Excel, Tableau or Cognos) to analyze, measure and improve business processes. In addition, the successful applicant will have proficient written, verbal, listening and interpersonal skills. You demonstrate sound judgment in assessing options and impacts to provide solid advice to management. You are self-motivated with the ability to work independently as well as in teams, possessing a high degree of initiative, objectivity. You can manage multiple initiatives while prioritizing to ensure they are completed on schedule. You have experience creating process documentation and delivering training. Further, you should have knowledge of the policies and processing systems utilized within the service delivery units in the Business Registration Unit.

The Following Will Be Considered Assets

• Education, training and/or experience with project management or Service Design methodologies
• A background in process improvement with Lean Six Sigma and DMAIC methodology
• Experience using data to create dashboards
• Knowledge of Word, PowerPoint, Visio Professional, Outlook, TEAMS, Power BI, Adobe Pro and high level of proficiency in Excel, along with financial analysis
• Experience working in government and/or regulatory setting
• A strong working knowledge of SharePoint
  
  

Candidates should identify specific information technology, software skills and technical capabilities in their cover letter that would be considered an asset in this position.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Equivalency

Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as a Defined Benefit Pension Plan, Health, Dental, Life Insurance, General illness, Short- and Long-Term Disability, Vacation and Employee and Family Assistance Programs. For information on all our Benefit program offerings, click here: Benefits for government employees.

Additional Information

This is a permanent position based in Halifax, Nova Scotia

What We Offer

• Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
• Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
• Countless Career Paths.
• Department Specific Flexible working schedules.
  
  

Pay Grade: PR 13

Salary Range: $2,556.10 - $3,107.16 Bi-Weekly

Employment Equity Statement

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application. We are committed to providing an inclusive and accessible recruitment process. If you require an accommodation throughout the recruitment process, please let us know.

This Is a Bargaining Unit Position Initially Restricted To Current Civil Service Employees Represented By The Nova Scotia Government Employees Union (NSGEU). If Applying From Outside a Government Office, Employees Must Apply Correctly Via This Link



Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to [e-mail].