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Operations Analyst (Program Admin Officer 3)



Competition # : 34110 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: 1/27/2022​ (Applications are accepted until 11:59 PM Atlantic Time)

About Us


At Service Nova Scotia and Internal Services, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Our vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business.


About Our Opportunity


Reporting to the Manager of Performance Excellence, you are responsible for working with and providing support primarily for the Collection Services team, as well as other teams within the Financial Services Division of SNS-IS.  You will develop effective, efficient processes to support service delivery outcomes across various channels.


Primary Accountabilities


Responsibilities include:
•    With a focus on citizen centered design, develop new service delivery processes,
•    Evaluate existing processes with an eye to innovate and improve service delivery for clients and teams,
•    Document and provide training for new services as well as changes to service as a result of legislative, regulation and policy changes or client feedback,
•    Coordinate technical teams identified in the solution, coordinate user acceptance testing.
•    Develop clear and concise communications to all impacted stakeholders,
•    Design quality assurance processes to support teams in attaining accurate program deliverables,
•    Develop and deliver reporting to Leadership teams to assist in workload management and to measure benchmarks with actual daily performance targets,
•    Evaluate service delivery metrics (including technical, financial, operational etc) and provide accurate information in a timely manner to support leadership teams and Program Owners in decision making, 
•    Work with various internal and external technology teams to support system design and implement solutions,
•    Coordinate large scale program launches and annual renewal cycles by maintaining professional relationships with various internal and external teams including Business Registration Unit, Contact Center, Access Nova Scotia, Department of Finance, Queens Printer, Communications Nova Scotia, NS Digital, etc


Qualifications and Experience


This position requires a bachelor’s degree plus five (5) years related experience or an equivalent combination of training and experience. You can think analytically, conceptually, and innovate while developing practical solutions for service delivery. The successful applicant will have proficient written, verbal and listening skills and demonstrate sound judgment in assessing options and impacts to provide solid advice to management. You should be self-motivated with ability to work independently as well as in teams, possessing a high degree of initiative, objectivity, and ability to manage multiple initiatives while prioritizing to ensure they are completed on schedule and within budget objectives. You should have extensive knowledge of the policies and processing systems utilized within the Collection Services team. 
The following will be considered assets:
•    Experience working in or with the Collection Services team
•    Education, training and/or experience with project management or Service Design methodologies
•    A background in process improvement with Lean Six Sigma
•    Knowledge of Word, PowerPoint, Visio Professional, Outlook, Adobe Pro and high level of proficiency in Excel
•    Experience working in government and/or regulatory setting
Incumbents should identify specific information technology, and other skills in their cover letter.
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.




Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.



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. Click here to learn more about our various benefits offering and eligibility criteria. 


Additional Information


On October 6, 2021 the Government of Nova Scotia announced full vaccination will be a condition of employment for new staff being hired. View News Release

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.



Pay Grade:  PR 13  

Salary Range:  $2,396.86 - $2,913.59 Bi-Weekly


Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.  The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.  If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.


This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:



 Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued. 


External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information. 


Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to