May 3, 2016 by Sonia Ghag

Jobs of the Week: Business Analyst and Systems Support Specialist

Jobs of the Week: Business Analyst and Systems Support Specialist
On the job hunt? We're currently looking for a Business Analyst in Edmonton and a Systems Support Specialist in Burnaby. Details for both positions are below and the rest of our current positions are available on the Microserve careers page.

Business Analyst, Edmonton

Position Overview

Microserve's client requires up to two Business Analyst to join its team in Edmonton. This is a contract position (40 hours per week) for 1 year.


Facilitate requirements gathering and validation workshops

  • Develop and document project vision(s) and approach.
  • Analyze and define business requirements for determining roles, relationships and data structures to meet business, security, privacy and operational requirements.
  • Analyze and define data and information requirements needed to address business requirements for use by data modeler and architects responsible for developing logical and physical data models and/or analysis and design class models to meet business requirements.
  • Work with business clients and technical teams on the design, development and implementation of business applications.
  • Document, analyze and manage business requirements.
  • Develop business cases.
  • Produce deliverables within specified quality standards.
  • Escalate issues and risks, as appropriate.
  • Prepare and execute tasks in accordance with a defined project plan.
  • Review and provide input on test strategies, plans, and test cases to ensure they adequately cover the defined business requirements.
  • Execute tasks in accordance with control processes including schedule management, status reporting, issues, and risk and change management at the project and/or program level.
  • Attend necessary meetings to review schedule, status, issues, risk and change management.
  • Support project team members in the analysis of issues.
  • Prepare status reports, meeting minutes, change requests and other documents to management detailing tasks undertaken and timelines associated to the execution of those tasks.
  • Obtain sign-off on the deliverables from the appropriate program/project sponsors.


  • The proposed resource must meet or exceed one of the following combinations of education or certification and experience in the resource role:
    • University graduation in business, management or a related discipline and two years related experience; OR two-year diploma in business, management or a related discipline from a recognized post-secondary institution and two years related experience; OR a one-year certificate in business, management or a related discipline from a recognized post-secondary institution and two years related experience; OR five years related experience.
  • Candidate must be able to attend an interview in person in Edmonton.
  • 9 years’ Experience working in an ICT environment
  • 7 years’ Experience working as a Business Analyst within an organization of equivalent size and complexity to the Government of Alberta.
  • 7 years’ Experience eliciting requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and business process modeling.
  • 7 years’ Experience conducting impact analysis to assess the potential implications of changes. Details must be provided
  • 7 years’ Experience working concurrent projects
  • 8 years’ Experience with projects spanning multiple technical environments. Please describe how projects meet the requirement.


  • 5 years’ Experience developing Business Cases or Business Case Summaries
  • 7 years’ Experience in planning/monitoring User Acceptance testing
  • 5 years’ Experience in Business Process Reengineering
  • 7 years’ Experience facilitating workshops or JAD sessions.
  • 7 years’ Experience working on Enterprise applications
  • 5 years’ Experience with change management.
  • 6 years’ Experience working in the post-secondary industry and knowledge of its business practices, information, data and technology requirements.
  • 3 years’ Experience working in an SQL Server development environment
  • 3 year Experience preparing Privacy Impact Assessment documents
  • 6 years’ Experience developing and delivering training materials
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • The ability to learn quickly, problem solve/troubleshoot, work independently and in a team.
  • The ability to: manage stress, manage conflict, communicate effectively (verbal and written)
Please note: Our client requires a criminal record check and driver’s abstract.

Apply for the Business Analyst position online or email your resume to

Systems Supports Specialist, Burnaby

Position Overview

As a member of the Managed Services team you will be responsible for providing excellent customer service and technical support to our clients and employees. You are a self-starter who can work well on their own and within a team, you are detail oriented and love working with people.


  • Primary job is to perform Level 1 and 2 support via phone or remote control
  • Respond to user inquiries by troubleshooting, diagnosing and fixing problems with Windows PC & Servers, troubleshoot configuration and installation problems.
  • Perform PC & server install, System/Application install and patch management, Windows problem determination and resolution, log analysis, etc.
  • Provide Infrastructure services in all areas needed: Network/email accounts, password resets, storage networking, Operating System, network security, directory services, server virtualization using system backup and restore, system and network monitoring, application installation and configuration
  • Create and maintain comprehensive documentation
  • Provide follow-up client contact to ensure satisfactory resolution of service requests and to solicit input concerning need for support services.
  • Communicate outages (planned or unplanned), major changes to key stakeholders.
  • Continuous learning and advancement of technical skills as required to best support your clients, including self-study, lab time and pursuit of relevant certifications
  • Be available and willing to work scheduled and unscheduled overtime (on Standby or via Call out), including Saturdays, Sundays and holidays as required.
  • Other duties as assigned by management.

Qualifications and Education Requirements

  • 2 year IT related diploma/degree
  • A+ certification and 1 of the following Microsoft certifications (MCDST, MCITP, MCTS, MCSA, MOS, MTA, and MCSE) recommended.
  • Other Vendor certifications an asset.
  • 2+ years’ experience working in Service Desk/Helpdesk
  • 1+ years’ experience in IS/IT support preferably in Desktop or Network environment
  • Hands on experience with Wired and Wireless networking, PC & Server Support, VM, virus protection, backup systems, VOIP, VMware, Citrix, and other various software applications an asset
  • Must be able to follow process and management directives.
  • Must have excellent English oral, comprehension and written communication skills and ability to convert technical terms into everyday language to ensure understanding.
  • Very detailed and team oriented individual with excellent customer service, interpersonal and problem solving skills.
  • Demonstrated ability to work well under pressure and handle frustrated clients.
  • Must be able to multitask in order to reprioritize tasks quickly and deal with constant interruptions while maintaining a high level of professionalism.
  • Experience using an IT Service Management tracking system an asset.
  • Customer service or Service Desk certification training an asset.
  • Knowledge of ITIL Foundations or equivalent experience an asset.
  • The ability to lift/carry/move weights up to 50lbs.
Apply for the Systems Support Specialist position online or email your resume to

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