Performance Systems Specialist 69490
Performance Systems Specialist 69490
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Job Description
Job Information
Job Title:Performance Systems Specialist
Job Requisition ID:69490
Ministry:Seniors Community and Social Services
Location:Edmonton
Full or PartTime:Full Time
Hours of Work:36.25hours per week
Permanent/Temporary:Permanent
Scope:Open Competition
Closing Date:April 22 2025
Classification:Program Services 3 Market Adjustment 023PSAMA)
Salary: $2626.89 to $3448.73 biweekly $68561 $90011/year)
The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity inclusion and innovation are valued and supported. For more information on diversity and inclusion please visit: Ministry of Seniors Community and Social Services leads seniors income employment disabilities and communitybased supports family violence prevention and family & community support services. For more information please visit Seniors Community and Social Services
Alberta Supports can help you access more than 30 programs and 120 services for seniors people with disabilities job seekers parents and families homelessness financial assistance abuse and family violence prevention. These services and benefits include supports for work or training low income disabilities personal safety and homelessness.
Employment and Financial Services (EFS) North and South branches are responsible for the delivery of the Income Support (IS) and Assured Income for the Severely Handicapped (AISH) programs. Administration of the EFS North and South Zone financial benefits administration system is dependent upon a service platform (BERNIE/CXOne) to facilitate daytoday interactions and case management to ensure eligible Albertans are receiving the financial supports required to meet their basic needs. BERNIE/CXOne technology is the primary system that acts as the main channel for active Income Support and AISH recipients to have their financial personal and employment needs assessed.
Role Responsibilities
In the Performance Systems role you will support strategic operation planning analysis and to help ensure that contact centre business processes are meeting the needs of the program and Albertans in effective and efficient ways. You will be responsible for providing technical subject matter expertise and business intelligence support to inform and implement innovative approaches and solutions to the contact centres used in North and South Zones as well as reporting mechanisms.
You will:
- Develop approaches including models processes workflows and so on to support optimum contact centre performance for the Income Support and AISH programs.
- Develop and implement approaches to address emerging needs and gaps to support optimum client service
- Develop and implement approaches including tools to support the implementation of contact centre enhancements (e.g. technology processes)
- Assess risks challenges opportunities and approaches to contact centre modifications to inform decisions on best approaches to meet Albertan needs
- Inform training approaches provide solutions to resolve service gaps to achieve optimal workflow
- Lead development of approaches to evaluate and assess contact centre performance including outputs and metrics for client service system performance and workflow processes
- Lead development of monitoring auditing and reporting approaches for performance measures and metrics on contact centre performance
- Track and analyze call flow call patterns and call abandonment and assess whether established performance measures and quality assurance levels are being met.
- Represent North Zones on Seniors Community and Social Services and crossministry initiatives and projects as well as conversations about data collection management and governance
- Work collaboratively with internal stakeholder partners to develop and support communications for internal and external stakeholders regarding contact centre approaches and operations
- Support the provision of communication to Zone staff on contact centre operations and adjustments to processes and approaches to support realization of desired goals and objectives.
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:
for Results: Develop tracking tools and training evaluations to measure outcomes and guide future training.
Qualifications
A University graduation in a related field plus 2 years progressively related experience or a related diploma plus 4 years progressively related experience.
Equivalencies will be considered:
Directly related education or experience considered on the basis of 1 year of education for 1 year of experience or 1 year of experience for 1 year of education.
The following will be considered assets:
- Experience with Income Support (IS) and Assured Income for the Severely Handicapped (AISH) programs
- Experience providing operations planning based on analysis of current trends processes and needs
- Experience providing technical subject matter expertise and business intelligence support to inform and implement innovative approaches and solutions to contact centres.
- Experience working in a financial benefits administration and a service platform Bernie
Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.
Refer to
We have 1 fulltime opportunity in Edmonton. Hours of work are 36.25 hours per week Monday to Friday 8:15 am 4:30 pm.
As the successful candidate you will be required to have a valid Alberta Drivers license and have access to a reliable vehicle as travel maybe required.
A cover letter is required and may be used to determine your communication capabilities.
In order to accurately reflect your related experience and education in your resume please include dates (including months and years) associated with all education and work experience.
- For employment: Please indicate whether your work experience is casual parttime or fulltime. Example: Community Support Worker Jan 2018 June 2021 Parttime 3 x 8 hrs shifts/week).
For PostSecondary Education: Please specify your major and length of program the educational institution and the year you graduated.
- Examples:
- Bachelor of Arts major in Psychology University of Alberta 2009
- Social Work Diploma 1 year) Campbell College 2017
Final candidates:
- May be required to undergo a written test demonstrating writing skills and abilities prior to interviews.
- Will be asked to undergo an academic verification and security screening.
Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Outofprovince applicants can obtain the required documents/checks from the province they currently reside in.
Links and information on what the GoA has to offer to prospective employees.
- Working for the Alberta Public Service
- Public Service Pension Plan (PSPP)
- Alberta Public Service Benefit Information learning and development Alberta Public Service Careers tool
- Positive workplace culture and worklife balance
- Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement
- Leadership and mentorship programs
How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements including education experience and relevant examples of required competencies.
Candidates are required to apply for a job online. Please visit for more information. Please visit Recruitment Principles for more information.
It is recommended applicants who have completed postsecondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
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. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or require an accommodation during the recruitment process please contactNadine Uwimana at.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
