Service Analyst

Avenue.io Inc.; Edmonton; On-site; CAD 77,000 - 100,000; Full time

Job summary

The Alberta Public Service is seeking a Service Analyst in Edmonton to support the Forward Delivery & Modernization Branch. The role involves end-to-end product delivery, requirements gathering, change management, and stakeholder engagement.

Candidates should have a university degree in a related field and at least two years of related experience, with preference for UX/Service Design and AI delivery experience.

Qualifications

• A university degree in a related field, plus two years of progressively responsible, related experience.
• A cover letter clearly demonstrating relevant skills and competencies tailored to this position.
• Equivalencies: related master’s degree with 1 year, related two-year diploma with 4 years, related one-year certificate with 5 years, or six years of related experience in lieu of formal education.
• Assets: Experience in UX design / Service Design; experience delivering with rapid AI agentic delivery; knowledge of AI agentic delivery approaches and human-centred design methods.

Responsibilities

• Supporting end-to-end product delivery, including requirements gathering, project planning, compliance activities, release planning and implementation.
• Identifying service integration requirements, dependencies, risks and issues, and developing appropriate mitigation strategies.
• Coordinating change management, communications and transition activities to support successful adoption of new digital services.
• Developing and delivering training plans, materials and presentations for diverse user groups and stakeholders.
• Collaborating across teams to integrate operational support, analytics, KPIs, dashboards and other service requirements.
• Monitoring implementation outcomes, maintaining quality assurance processes, and contributing to post-implementation reviews and continuous improvement.
• Developing tools, resources and leading practices, including emerging AI approaches, while providing project updates and briefings to leadership and stakeholders.

Skills

Analytical skills

Critical thinking

Problem-solving

Communication skills

Collaboration/Teamwork

Project management

Stakeholder engagement

Education

University degree in a related field

Job description

Job Information
Job Title: Service Analyst
Job Requisition ID: 89054
Ministry: Technology and Innovation
Location: Edmonton
Full or Part-Time: Full-Time
Hours of Work: 36.25 hours per week
Permanent/Temporary/Wage: Permanent
Scope: Open Competition
Closing Date: November 12, 2026
Classification: Program Services 3
Salary: $2,935.39 - $3,850.29 bi-weekly ($76,613 - $100,492 / year)

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. For more information, please visit: https://www.alberta.ca/about-the-alberta-public-service

Technology and Innovation is responsible for making innovation and technology the driving force behind Alberta’s economic growth and diversification. To learn more about us, please visit: https://www.alberta.ca/technology-and-innovation

The Digital Design and Delivery (DDD) division is the Government of Alberta's (GoA) centre for modern digital delivery, focused on accelerating the design of simpler, faster, and better digital services. It partners with ministries to design better services, build capability and confidence in modern digital practices, and assure service quality and value through standards and controls.

The Forward Delivery & Modernization Branch plays a fundamental role in the transformation of the way government designs, develops, and delivers services for and with Albertans. This Branch leads the design and rapid development of products and services that support delivery of ministry programs and mandates within a new delivery discipline that leverages modern platforms and technologies.

Role Responsibilities

The Forward Delivery & Modernization Branch is looking for three (3) Service Analysts. Reporting to the Director, Service Design, this position is a key support to the Director, branch leaders, Product Team Lead, and AI Factory through the lifecycle of the design and delivery of a service or product.

The Service Analyst is responsible for multiple product project supports that enable integrated product development in line with overarching GoA frameworks and facilitate product utilization. As the product projects proceed, the Analyst analyzes and maps ongoing risks and issues as the service is designed and develops and proposes mitigation strategies and solutions.

The responsibilities of this role include:

• Supporting end-to-end product delivery, including requirements gathering, project planning, compliance activities, release planning and implementation.
• Identifying service integration requirements, dependencies, risks and issues, and developing appropriate mitigation strategies.
• Coordinating change management, communications and transition activities to support successful adoption of new digital services.
• Developing and delivering training plans, materials and presentations for diverse user groups and stakeholders.
• Collaborating across teams to integrate operational support, analytics, KPIs, dashboards and other service requirements.
• Monitoring implementation outcomes, maintaining quality assurance processes, and contributing to post-implementation reviews and continuous improvement.
• Developing tools, resources and leading practices, including emerging AI approaches, while providing project updates and briefings to leadership and stakeholders.

To be successful in this role, you will demonstrate:

• Strong analytical, critical thinking and problem-solving skills to evaluate requirements and improve service delivery.
• Effective communication, consultation, facilitation and presentation skills in a fast-paced digital environment.
• Strong collaboration and teamwork skills to work effectively across cross-functional product teams.
• Project management and business acumen to identify priorities, navigate challenges and deliver effective solutions.

The Job Description is provided for further details on this position.

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.

Qualifications

Requirements:

• A university degree in a related field (e.g., Computer Science, Information Technology, Social Sciences, Public Administration, Arts), supplemented by two (2) years of progressively responsible, related experience.
• A cover letter clearly demonstrating relevant skills and competencies tailored to this position.

Preference will be given to candidates with experience in:

• Supporting digital product, service transformation or project delivery in a complex environment.
• Project management, requirements gathering, change management and stakeholder engagement.
• Analyzing business and user needs, identifying risks and supporting the implementation of solutions.
• Working collaboratively with cross-functional teams and diverse stakeholders.

Equivalencies:

• A related master’s degree and a minimum of one (1) years of related experience; or
• A related two-year diploma and a minimum of four (4) years of related experience; or
• A related one-year certificate and a minimum of five (5) years of related experience; or
• A minimum of six (6) years of related experience in lieu of formal education.

Assets:

• Experience in User experience design / Service Design.
• Experience delivering with rapid AI agentic delivery.
• Knowledge of AI agentic delivery approaches and human-centred design methods.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

Term of Employment: Permanent, Full-time position (3x Positions)

Hours of Work: 7.25 hours daily / 36.25 weekly – Monday to Friday

Location: Edmonton

Final candidates may be required to undergo a security screening.

Applicants are advised to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what we have to offer:

• Working for the Alberta Public Service.
• Public Service Pension Plan (PSPP).
• Alberta Public Service Benefit Information.
• Professional learning and development.
• Research Alberta Public Service Careers tool.
• Positive workplace culture and work-life balance.

Protection of Privacy Act Collection Notice

The personal information collected through this recruitment is for determining your qualifications for employment in the Alberta Public Service and to manage the Alberta Government talent acquisition program. The personal information will be inputted into an automated system to support the assessment of your suitability for this position. This collection is authorized by section 4(a) and (c) of the Protection of Privacy Act and sections 15 and 18(2) of the Public Service Act. For questions about the collection of personal information, please contact Talent Acquisition, Public Service Commission [e-mail].

Closing Statement

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contactMichelle Elliott at [e-mail].