About Us

The Department of Education and Early Childhood Development is leading the transformation of the early years and public education system in Nova Scotia. We are doing this by working closely with our partners in education to design innovative curriculum and facilitate excellence in teaching and learning to ensure an inclusive education experience.

The Department’s Business Support Centre (BSC) works with various public and private sector partners, service providers, and vendors to support staff and management within the Regional Centres for Education (RCE’s), Le Conseil scolaire acadien provincial (CSAP), and the Department of Education and Early Childhood Development (the Department) in a variety of functional and operational capacities.

About Our Opportunity

The Business Support Centre is seeking a Customer Service Analyst to join our team. In this role, you will:

• Serve as the first point of contact within the BSC for functional support to the RCE’s, CSAP, and the Department;
• Conduct an initial analysis of all service requests, providing immediate resolution where possible, and referring requests to the appropriate business analyst or other service providers when escalation is required;
• Oversee the general content and presentation of the BSC intranet site, manage data within various information systems, and administer system access of the BSC’s service management system; and
• Manage training, testing, and procedural documentation.
  

Primary Accountabilities

• Conduct an initial analysis of all service requests, providing immediate resolution where possible, and referring requests to the appropriate business analyst or other service providers when escalation is required.
• Oversee the general content and presentation of the BSC intranet site, manage data within various information systems, and administer system access of the BSC’s service management system.
• Manage training, testing, and procedural documentation.

About You

To be successful in this role, you will have a bachelor’s degree plus one (1) year of related experience, or an equivalent combination of education, training, and experience will be considered.

You have excellent communication skills (oral/written) and interpersonal skills, consensus building, as well as team building skills, while valuing an inclusive workforce. You must be a self-starter with a high degree of personal initiative and integrity, who is able work under minimal supervision to quickly determine the root cause of complex problems within ambiguous or conflicting situations.

You will also be exposed to confidential information. A high degree of judgement will be required on how that information will be used or presented, while maintaining the necessary confidentiality that is entrusted to you in this position.

The Department, RCEs, and CSAP have adopted complex processes for many of their critical service functions. In supporting our clients, you must be aware of and understand how system processes and business cycles intersect and impact business continuity.

You also have experience:

• Conducting analysis of client requests for service and providing a timely response and resolution to those requests.
• Maintaining website content and managing online documentation, notifications, and other client-related information as required.
• Supporting online service desk operations through creation of user accounts, creating, and maintaining procedural documentation, preparing statistical reports, and managing various data sources.
• Assisting Business Analysts in the development and management of standard operating procedures and associated functional documentation to ensure accuracy and consistency of transactional input; and
• Participating in various stages of projects to provide technical, master data, and procedural subject matter expertise.

Assets for this position include:

• Working knowledge of SAP
• Proficiency in French (written and verbal)
• ITIL certification, and a high degree of competency in MS Office

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 Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs.

Additional Information

This is a two-year term opportunity.

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.