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Job Title:
Problem Manager - Client Support Analyst III
Job Type:
Permanent / Full time
Job Location:
Edmonton, Alberta
Problem Manager - Client Support Analyst III
Business Technology Services – Help Desk Services
Permanent, Full-time Position (Edmonton AB)
Business Technology Services is seeking a proactive and detail-oriented Problem Manager to uphold the stability and reliability of our IT services. In this role, you will lead the problem management efforts end to end, ensuring high impact or recurring issues are resolved through structured processes and collaboration.
Responsibilities:
Problem Management:
- Collaborate with Business Technology Services’ teams and service providers to ensure high impact and recurring issues are actively addressed.
- Facilitate problem review sessions to accurately identify root cause and establish clear actions with assigned accountability.
- Provide timely and clear updates to the organization when high impact issues occur.
- Conduct deep dive analysis on incident reporting to identify recurrences and trends and propose mitigations to avoid future disruptions.
- Identify and document known errors and establish workarounds to reduce the impact on the business until a final resolution is implemented.
- Continuously improve and evolve problem management processes and best practices.
- Prepare reports on problem trends, resolutions, and KPIs for issue identification and leadership review.
Leadership:
- Own the problem lifecycle from severity identification to resolution and drive systematic root cause analysis.
- Apply structure to investigations for timely resolution and successful root cause identification.
- Articulate problem impact in business and user terms (service availability, usability, etc.) to prioritize and drive urgency appropriately, rather than focusing solely on technical details.
- Influence change that eliminates recurring issues.
- Actively contribute to the change management and implementation request (IR) process to ensure smooth and successful implementations.
- Lead incident and problem review meetings for quality and compliance checks.
- Ensure compliance of Service Level Agreement (SLA) commitments for service restoration.
- Train new and existing staff on the incident and problem management process, while mentoring and coaching Client Support Analysts to enhance their knowledge and resolution skills,
- Champion continuous improvement, refining processes and building organizational knowledge.
- Model accountability and professionalism, setting the standard for service reliability.
Customer Service:
- Communicate effectively and promptly with stakeholders regarding problem status and resolution plans.
- Deliver exceptional support with clear, client-focused communication.
Technical support and incident management:
- Provide support to client inquiries via phone or email, diagnosing and resolving hardware, software, and network issues.
- Log and manage incidents with appropriate detail, escalating complex issues when necessary.
- Assume full responsibility for incident/problem progress, actively pursuing updates and ensuring resolution milestones are met.
Qualifications:
- Education: Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience) and ITIL certification (Problem Management process).
- Experience: Minimum 3 years in IT support or a help desk environment and experience in Problem Management.
- Skills and qualities:
- Proficiency in MS Windows, MS Teams, MS Office 365, remote desktop and SharePoint an asset .
- Experience using Ivanti ITSM toolset an asset.
- Proactive, responsible, and skilled at handling multiple challenges with composure and determination.
- Analytical thinker with strong troubleshooting skills.
- Excellent communication skills and proven ability to manage stakeholder relationships effectively.
Note: Problem management may occasionally be needed evenings and weekends.
What we offer:
We offer a competitive salary, a comprehensive benefits package, flexible work schedules and hybrid work opportunities (combination of work from physical office and primary home residence) that foster a healthy work-life balance. Take the next great step in your career and help us change lives. For more information, please see our Employee Handbook
SALARY: Pay Grade 11 $83,185 - $97,826 per annum
Successful candidate must reside in Alberta and be able to work in person from our Edmonton office as required. Final candidates are required to undergo a security clearance as a condition of employment.
We are committed to providing equal opportunity to all qualified persons, without regard to race, colour, religion or national origin, gender (or gender identity or expression), age, sexual orientation, physical or mental disability. Equal opportunity is provided in employment, promotions and wages.
Closes: January 11, 2026
We thank all applicants for their interest; however, only candidates selected for an interview will be contacted.