Wireline Services Analyst

Job Information
Job Title: Wireline Services Analyst 
Job Requisition ID: 87074
Ministry: Technology and Innovation
Location: Greater Edmonton / Calgary area (Remote)
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary/Wage: Permanent
Scope: Open Competition
Closing Date: September 3, 2026
Classification: Opted Out & Excluded Systems Analyst Level 1 
Salary: $2,533.72 - $3,799.96/ Biweekly ($66,130 - $99,178/Yearly)
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.
The Technology Support and Operations Division uses a one-government approach to Information Management and Technology (IMT) governance, decision-making and service delivery across the Government of Alberta (GoA) balanced with individual business partner needs. This broader lens facilitates enhanced data sharing, collaboration, reduction in data duplication and innovation support to ensure effective IMT solutions and service delivery across the government to provide better services to Albertans.
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.aspx.
The passionate, solutions-driven people we hire are the force behind Alberta’s digital future. They don’t just support programs, they transform them.
By embracing innovation and exploring emerging technologies like Artificial Intelligence, we’re creating smarter, faster, and more responsive services that truly make a difference for Albertans. Whatever your role here, you’ll be part of something extraordinary.

Role Responsibilities

Drive seamless, modern communication experiences across the enterprise!
The Service Request Fulfillment & Enablement Team ensure service management practices are established and utilized to support the effective delivery of the Request Fulfillment Management, Service Request Management, Access Management and Telecom Management.
Reporting to the Wireline Team Lead, the Wireline Services Analyst provides operational and technical support across VoIP, Microsoft Teams Phone, Unified Communications (UC), and legacy telecommunication services. This role is key to ensuring reliable service delivery, coordinating efforts across service teams and vendors, and supporting continuous improvement of telecom processes and standards.
Responsibilities:

Some of the responsibilities of this position include but are not limited to:
Service Operations

• Deliver MACD provisioning across VoIP, UC, Teams Phone, and legacy services
• Coordinate with clients and vendors to support telecom requirements and changes
• Support urgent and high-priority telecom requests

Service Assurance and Technical Support

• Act as primary contact for telecom issues and service requests
• Perform initial troubleshooting and coordinate vendor escalations
• Monitor and follow up to ensure timely issue resolution
  

Business Process Documentation and Training

• Maintain documentation and knowledge base resources
• Provide end-user training on telecom systems and tools
• Support billing inquiries and telecom inventory management

Project Support and Application Development

• Support telecom projects and service modernization initiatives
• Contribute to implementation and process improvement efforts

Continual Improvement

• Identify opportunities to enhance service delivery and efficiency
• Collaborate with stakeholders to support ongoing improvements

Responsibilities (Continued)

The successful candidate thrives in a fast-paced, evolving environment, demonstrates strong problem-solving capabilities, and contributes innovative solutions to meet diverse client needs.
AI-First Mindset
Experience with, or a strong willingness to learn, AI tools is essential to success in this role, particularly in enhancing telecom service operations, troubleshooting, and request fulfillment.
The ability to leverage AI to streamline workflows, improve documentation and reporting, and identify efficiencies across service delivery and continuous improvement initiatives is highly valued.
Ready to help us lead the digital future? Apply now!
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.
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.
Drive for Results: Knowing what outcomes are important and maximizing resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and external stakeholders.
Systems Thinking: Considers inter-relationships and emerging trends to attain goals. Seeks insight on implications of different options. Analyzes long-term outcomes, focus on goals and values. Identifies unintended consequences.
Creative Problem Solving: Engages the community and resources at hand to address issues. Engages perspective to seek root causes. Finds ways to improve complex systems. Employs resources from other areas to solve problems. Engages others and encourages debate and idea generation to solve problems while addressing risks.

Qualifications

Requirements

• A related two-year diploma in Computer Sciences, Information Technology or a related discipline from a recognized post secondary institution.
• Experience in telecom/telephony systems, applications and associated programming/provisioning is preferred. 

Equivalencies:  Equivalencies will be considered: 

• A related one (1) year certification in computer technology or a related discipline from a recognized postsecondary institution and one (1) year of related experience.

Assets:

• Demonstrated ability to analyze, assess, and identify issues, and develop innovative solutions.
• Working knowledge and hands-on experience with ticketing/service management systems.
• Proficiency in computer applications and tools (e.g., MS Office, Snagit) to support end users.
• Understanding of IT service management frameworks, preferably ITIL.
• Experience with telecom/telephony systems, including programming and provisioning.
• Knowledge of networking and data communication systems, with exposure to VoIP technologies.
• Experience with telecom tools and platforms such as VOSS for Cisco, Cisco UC Self Care Portal, Cisco Unity, Microsoft Teams Phone, or similar cloud-based PBX systems.
• Experience developing test scenarios and coordinating user acceptance testing.
• Excellent documentation and knowledge management skills.
• Sound business acumen to validate and verify system data with internal and external stakeholders.
• Strong customer service orientation with excellent communication skills.
• Ability to work effectively in a fast-paced, dynamic environment, both independently and collaboratively.
• Strong time management, research, and planning capabilities.
• Commitment to staying current with system updates, technologies, and best practices.

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

Notes

Term of Employment: Permanent, Full-time position
Hours of Work: 7.25 hours daily / 36.25 weekly – Monday to Friday
Location: Greater Edmonton/ Calgary area (Remote)
You must reside in Greater Edmonton/ Calgary area, Alberta, to work remotely for this position.
This position is eligible for remote work; however, a return-to-office requirement may apply in the future.
Final candidates will be required to undergo enhanced security screening.
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.
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.
Additional Information:
In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).
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
• Management Employee Pension Plan (MEPP)
• Alberta Public Service Benefit Information
• Professional learning and development
• Research Alberta Public Service Careers tool
• Professional learning and development
• Research Alberta Public Service Careers tool
• Positive workplace culture and work-life balance
  

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 see Job Application Resources for information. 
In your resume, please include dates (including months and years) associated with all education and work experience. For example, January 2006 - June 2009 (part-time). This example is provided for illustrative purposes only. Applicants are encouraged to present their information clearly and thoroughly, using a format that best conveys their experience.
It is recommended applicants who have completed post-secondary 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.
It 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 contact Michelle Elliott at Michelle.Elliott@gov.ab.ca.