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Service Analyst (Program Admin Officer 1-2)

Date: Feb 12, 2021

Location: HALIFAX, NS, CA, B3K 2Y5

Company: The Government of Nova Scotia



Competition # : 28284 

Department: Education & Early Childhood Development

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: 3/5/2021 (Applications are accepted until 11:59 PM Atlantic Time)

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 BSC is seeking an experienced 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.


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.


This position reports to the Manager, Business Support Centre.

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.

Qualifications and Experience


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.


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.



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



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.

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.
  • Mentorship through iNSpire; a new formal, interdepartmental mentorship program that connects employees so they can gain knowledge and experience to support their career development.
  • Countless Career Paths for Nova Scotians. 
  • Department Specific Flexible working schedules.


Pay Grade:  PR 06 - PR 10  

Salary Range:  $1,796.04 - $2,575.57 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). 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