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Service Management Analyst Jobs in Alberta (NOW HIRING)

Wawanesa Insurance

Workforce Management Analyst

Calgary, AB · Hybrid

CA$75K - CA$105K/yr

The Workforce Management Analyst collaborates closely with Senior Workforce Management Analysts ... Understanding of contact center and operational performance metrics (e.g., service level, handle ...

BrokerLink

Asset Management Analyst

Edmonton, AB · Hybrid

We want like-minded individuals who want to provide the highest level of customer service, who ... About the role We're looking for an Asset Management Analyst to join our growing team! About the ...

BrokerLink

Asset Management Analyst

Calgary, AB · Hybrid

We want like-minded individuals who want to provide the highest level of customer service, who ... About the role We're looking for an Asset Management Analyst to join our growing team! About the ...

NorQuest College

IT Support Desk Analyst

Edmonton, AB

CA$48K - CA$63K/yr

The IT Support Desk Analyst is the single point of contact for end users regarding issues ... Track all end user interactions within the IT Service Management (ITSM) system. * Perform simple to ...

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Service Management Analyst information

What are the key skills and qualifications needed to thrive as a Service Management Analyst, and why are they important?

To thrive as a Service Management Analyst, you need a solid understanding of IT service management principles, analytical skills, and typically a degree in information technology or a related field. Familiarity with ITIL frameworks, ticketing systems (like ServiceNow or Jira), and relevant certifications such as ITIL Foundation are highly valued. Strong communication, problem-solving, and customer service skills help analysts excel in cross-functional teams and client interactions. These abilities ensure efficient incident resolution, continuous service improvement, and high customer satisfaction in IT environments.

How does a Service Management Analyst typically collaborate with other IT and business teams to improve service delivery?

Service Management Analysts often serve as a bridge between IT departments and business units, working closely with both to identify service inefficiencies and recommend improvements. They regularly facilitate meetings, gather feedback from end users, and coordinate with technical teams to implement process enhancements. Effective communication and stakeholder management are crucial, as Analysts must translate business requirements into actionable IT solutions while ensuring alignment with broader organizational goals. This role often requires juggling multiple projects and adapting to changing priorities, making collaboration skills essential for success.

What does a Service Management Analyst do?

A Service Management Analyst is responsible for overseeing and improving IT service delivery within an organization. They monitor service performance, analyze data to identify trends or issues, and work to optimize processes related to IT services. Their duties often include incident management, problem resolution, process documentation, and ensuring compliance with service level agreements (SLAs). By collaborating with IT teams and stakeholders, they help enhance the overall efficiency and reliability of IT services.
What are popular job titles related to Service Management Analyst jobs in Alberta? For Service Management Analyst jobs in Alberta, the most frequently searched job titles are:
What job categories do people searching Service Management Analyst jobs in Alberta look for? The top searched job categories for Service Management Analyst jobs in Alberta are:
Service Management Analyst jobs near you

Workforce Management Analyst

Wawanesa Insurance

Calgary, AB • Hybrid

CA$75K - CA$105K/yr

Other

Retirement, PTO

Posted 14 days ago

Job description

Job ID: 10183 


Employment Type: Existing Role

Work Environment: We offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Calgary, AB; Edmonton, AB; Toronto (North York). 

Working Business Language: English 
 

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan. 
 

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $75,000 - $105,000. Candidates with salary expectations outside of the range are still encouraged to apply. 

About The Wawanesa Mutual Insurance Company
Founded in 1896, The Wawanesa Mutual Insurance Company is one of Canada's largest mutual insurers, 100% owned by its members, with more than $4.1 billion in annual revenue and $12.5 billion in assets. Headquartered in Winnipeg, Wawanesa is the parent company of Wawanesa Life, which provides life insurance solutions throughout Canada, and Western Financial Group, a leading national distributor of personal and business insurance. In March of 2026, Wawanesa entered into an agreement to acquire Everest Insurance Company of Canada to strengthen its commercial insurance capabilities and advance its long-term growth strategy.


Wawanesa proudly serves more than 1.8 million members and we are home to more than 3,000 employees across Canada. The company actively gives back to organizations that strengthen communities, donating more than $4 million annually to charitable organizations, including more than $2 million each year in support of people on the front lines of climate change. Learn more at wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

Working under general supervision, the Workforce Management Analyst supports Wawanesa's daily workforce planning operations by executing forecasting, scheduling, realtime performance monitoring, intraday staffing adjustments, and operational reporting. This ensures staffing levels remain aligned with forecasted demand across contact center and backoffice teams, while maintaining accurate workforce data, communicating emerging service trends and risks, and supporting operational leaders with timely insights. The Workforce Management Analyst collaborates closely with Senior Workforce Management Analysts, Operations Leaders and other stakeholders to identify emerging staffing risks and support planning decisions.

Job Responsibilities
   Develop and maintain daily, weekly, and shortterm schedules aligned to forecasted demand, operational guidelines, staffing constraints, and labour requirements across contact center and backoffice teams.
   Manage schedule maintenance and exceptions, including vacations, training, coaching, meetings, holidays, and absences, ensuring all offline activities are accurately reflected in Workforce Management systems.
   Continuously monitor intraday and historical performance indicators to identify deviations from plan and emerging service risks.
   Take corrective intraday actions, including adjusting breaks, reallocating staff between queues or work types, and requesting overtime or additional coverage when service levels are at risk.
   Maintain accurate workforce data by performing regular data quality and integrity checks.
   Develop, maintain, and support staffing models for contactcenter operations, and assist with data preparation and inputs for backoffice workforce planning.
   Create, maintain, and distribute operational reports and dashboards highlighting trends, risks, and variances.
   Communicate short and long-term staffing risks and corrective actions to Supervisors and Operations Leaders to support timely, informed operational decisions.
   Support forecasting, planning, and continuous improvement activities by preparing and validating data, contributing observations, and participating in planning discussions.
   Support the adoption and effective use of Workforce Management tools and practices by providing guidance, knowledge sharing, and identifying opportunities to improve scheduling, reporting, processes, or system usage.
   Actively build proficiency in Workforce Management tools, dashboards, and reporting systems, and develop foundational knowledge of forecasting and capacity planning methodologies.
   Perform other duties as required.

Qualifications

   Undergraduate degree in Statistics, Mathematics, Finance, or a related discipline; equivalent experience considered.
   1-3 years of experience in Workforce Management or a related analytical role in a service-oriented environment.
   Working experience of Workforce Management concepts, including forecasting, scheduling, intraday management, and service level management.
   Experience using Workforce Management and contact center systems (e.g., Genesys Cloud), with strong proficiency in Excel and Power Query; exposure to Power BI, Python, or R is an asset.
   Understanding of contact center and operational performance metrics (e.g., service level, handle time, occupancy, shrinkage, adherence).
   Strong analytical, organizational, and communication skills, with the ability to interpret data, identify variances, and communicate staffing risks to operational partners.
   Strong communication and collaboration skills, with the ability to clearly explain data, staffing issues, and intraday risks to operational partners while working effectively with Senior Analysts and Operations teams.
   Highly organized and detailoriented, able to manage multiple priorities in a fastpaced environment, with demonstrated curiosity and commitment to developing deeper expertise in Workforce Management.
   Ability to leverage AI and emerging technologies to support analysis, forecasting, and optimization is required.


Diversity Equity, Inclusion& Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people - this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas. 
 

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs@wawanesa.com.
 

All Wawanesa job applicants are subject to Wawanesa's Privacy Policy.

Please note that the recruitment process for this position may involve the use of AI tools to screen, assess, or select applicants. All final decisions are taken or reviewed by human recruiters and human hiring leaders in compliance with all applicable legislation.  
 

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