Job Specifications
Job Information
Job Title: Business Support Services Lead (Contact Centre - Enterprise Technology)
Job Requisition ID: 77968
Ministry: Technology and Innovation
Location: Greater Edmonton area (Remote)
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary: Permanent
Scope: Open Competition
Closing Date: January 2nd, 2026
Classification: Program Services 4
Salary: $3,056.50- $4,006.62/ Biweekly ($79,774 - $104,572/yearly)
The Ministry of 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 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
Join the team driving Alberta’s digital future!
As part of the Technology and Innovation (T&I) Ministry, the BSS Lead (Business Support Services Lead) position helps drive the modernization of government services by connecting ministries with the right technology solutions and guiding effective service planning. Working within the Business and Technology Operations (BTO) division and reporting to the Manager, Contact Centre Business Support, this position plays a vital role in ensuring ministries receive the technology services, guidance, and support needed to meet their goals.
In this position, you will serve as the primary link between ministry partners, IMT specialists, governance teams, and technical experts. You will translate business needs into practical technology pathways, ensure alignment with GoA policies and standards, and support continuous improvement across platforms and services. This includes leading consultation, engagement, and planning activities in collaboration with IT Business Analysts, Information Management Analysts, FOIP, Litigation, and other stakeholders to ensure service requirements are met effectively and consistently.
Responsibilities
Some of the responsibilities of this position include, but are not limited to:
Serving as the first point of contact for ministries seeking new or expanded IT services, helping define needs and navigate service pathways.
Building strong, trust-based relationships with ministry partners and internal teams such as FOIP, Cyber Security, IM, Communications, and Litigation.
Supporting service planning by maintaining awareness of platform capabilities, governance requirements, and upcoming technological or policy changes.
Coordinating engagement and consultation activities to ensure business needs are understood, documented, and aligned with GoA standards.
Identifying service gaps, improvement opportunities, and innovative solutions that enhance service delivery and user experience.
Staying current on IMT best practices and helping clients adopt sustainable, efficient, self-serve service models.
Providing guidance, documentation, and standardized procedures to support consistent and compliant service delivery.
Future-Focused Skills Matter
As T&I embraces emerging technologies, an interest in learning and using AI tools will be a strong asset. While prior AI experience isn’t required, you’ll have opportunities to use AI to streamline workflows, create templates, summarize stakeholder discussions, document notes, and track key decisions.
Curiosity, adaptability, and a willingness to explore new digital tools will help you succeed in this evolving, modernized service environment.
Please click on this link to view the job description for 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.
This Link Will Assist You With Understanding Competencies
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf .
Some Of The Competencies Critical For This Position Are
Agility: Proactively incorporates change into processes. Creates opportunities for improvement. Is aware of and adapts to changing priorities. Remains objective under pressure and supports others to manage their emotions. Proactively explains impact of change on roles and integrates change in existing work. Readily adapts plans and practices.
Develop self and others: A commitment to lifelong learning and the desire to invest in the development of the long-term capability of yourself and others.
Build Collaborative Environments: Collaborates across functional areas and proactively addresses conflict. Encourages broad thinking on projects and works to eliminate barriers to progress. Facilitates communication and collaboration. Anticipates and reduces conflict
About the Company
Work with the Alberta government to build a stronger province for current and future generations. We offer diverse and rewarding employment opportunities in an environment that encourages continuous learning and career growth. We are one of the largest employers in Alberta with over 27,000 employees throughout the province. We are an award winning organization that values respect, accountability, integrity, and excellence. Our employees share a common vision of proudly working together to build a stronger province and make a...
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