Problem Manager - Client Support Analyst III

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Job Title : Problem Manager – Client Support Analyst III

Job Type : Permanent / Full time

Job Location : Edmonton, Alberta

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 :

Customer Service :

Technical support and incident management :

Qualifications

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.

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