Service Coordinator

Role Responsibilities

Do you enjoy working in a fast-paced environment utilizing multiple applications? Do you have a passion for offering excellent customer services while demonstrating your creativity in design software, graphic design, or photography in an office environment? 

If yes, we have an incredible career opportunity for you!

Reporting to the Manager of Office Services, this position is responsible for the delivery of GoA Photo Identification and Building Access Card Services to entities of the Government of Alberta (GoA) including ministries, boards, and agencies. This position provides services which support the effective and efficient administration and delivery of services offered by the Financial and Administrative Shared Services.

The incumbent of this position functions independently and is responsible for the daily ongoing administration, production, and distribution of GoA Identification Cards.  The incumbent must be a key promoter of the Government Photo Identification service and the primary business expert and is responsible for customer service and training. This position plays a key role in the administration of Building Access Cards for the required access to specified buildings/floors.  Using the building access software, the incumbent creates access groups, manages card inventories and provides internal and external reporting.  The incumbent of this position is also responsible for maintaining and updating process documentation as required.

The Service Coordinator will have a range of specific responsibilities, including:

• Providing analysis, advice, input, monitoring and testing of the current performance and future upgrades of the GoA ID Card component of the ID Production Works and Xnet application.
• Participating  in user acceptance testing (UAT) of all changes to the application and provide approval for implementation in the ID Production Works and Xnet production environment.
• Administering GoA ID Cards for approximately 4000 users per year.
• Administering/upkeeping Building Access Cards for over 5000 users.
• Creating positive partnerships with various vendors and service providers.
• Engaging with internal and external stakeholders such as service providers (vendors), dealers, customer ministries, and operational areas to gain consensus on aligning solutions with outcomes and resolving competing priorities.  
• Mentoring new staff if/when required. Assist users and problem solve via e-mail and Teams.
• Providing the design and implementation of new identifications needs that exceed the scope of normal production and design.
• Researching new products and services, analyze client needs, formulate, and analyze options and solutions for GoA ID card needs.

Role Responsibilities continued

To be successful in this role, the incumbent will be required to demonstrate :

• Well-developed oral and written communication skills to effectively communicate with clients and     vendors in order to comprehend the needs of the clients and convey clear concise messages.
• Strong client relations skills to develop and maintain effective working relationships through consultation and negotiations.
• Strong knowledge of government policies, procedures and processes relating to ministry identification and building access requirements.
• Knowledge of PC and web-based systems technologies and an excellent understanding of the Microsoft Office Suite.
• Well-developed analytical, time management, decision-making skills, and the ability to demonstrate initiative.
• Strong coordination and organizational skills to assess user requests, prioritizing and meeting deadlines for multiple requests for users across the GoA.
• Strong knowledge of GoA security, corporate identity, and privacy policies.
• Ability to read, comprehend and manipulate reported data, using programs such as Excel, and other analytical tools.
• Knowledge and understanding of the departments business plan 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:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Systems Thinking: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service. 

Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.

Agility: you will need to provide results in a complex, diverse, and changing environment. 

Drive for Results: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department. 

Develop Networks: you will proactively build networks, connect, and build trust in relationships with different stakeholders.

Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.

Develop Self and Others: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.

Qualifications

High School Diploma and 3 years related experience working in an office environment; customer services.

Equivalency

Directly related experience or education considered based on: 

• 1 year of experience for 1 year of education; or 
• 1 year of education for 1 year of experience

Assets

The following is considered as Assets:

• Experience using design software, Graphic Design or Photography would be considered an asset.
• Knowledge and experience with identification and building access card technology products and services and must stay abreast of technology developments and the applications of these developments.
• Experience with diverse building access card systems such as Summit System, Facility Commander, Card Access 3000, and Lenel Operating Systems.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This position is located out of the Terrace Building 9515 107 Street Edmonton, AB. 

Currently, there is one temporary salaried position of one-year duration.

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life 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.