Application Analyst - ServiceNow, ITSM

Role: Application Analyst (REMOTE/CONTRACT) - Government of Alberta

! STRICTLY DO NOT APPLY IF YOU'RE NOT IN CANADA AND HAS NO WORK AUTHORIZATION !

! PLEASE READ BELOW ENTIRE MESSAGE !

(NOTE: We are considering Canadian Citizen and PR holders. For the candidate who are on Work Permits and awaiting PR invitation, we don’t provide T4 because this is contract job and the rate we provide is for incorporation. Hence, PR points are not applied, for example: if you’re applying PR under CEC class.)

Client: Government of Alberta

Incorporation Rate: $50 CAD/hr (Canada or Provincial incorporation is a MUST)

Respond by: 20 - May - 2026

Contract period: 06/01/2026 to 05/31/2027 with additional 24 months of extension.

Anticipated Interviews dates

• Interviews are expected to happen approximately 2 weeks after the posting closes. This is an estimate.

Scoring Methodology:

Financial/Pricing: 20%

Resource Qualifications: 20%

Interview Process: 60%

SUBMISSION MUST INCLUDE:

• RESUME

• ALL REQUIRED EXPERIENCE MUST BE DESCRIBED IN RESUME UNDER THE JOB/PROJECT WHERE EXPERIENCE WAS ATTAINED.

• EACH JOB/PROJECT MUST CONTAIN THE TERM OF THE JOB/PROJECT IN THE FORMAT MMM/YYYY to MMM/YYYY.

• THREE REFERENCES, FOR WHOM SIMILAR WORK HAS BEEN PERFORMED, MUST BE PROVIDED. THE MOST RECENT REFERENCE SHOULD BE LISTED FIRST. REFERENCE CHECKS MAY OR MAY NOT BE COMPLETED TO ASSIST WITH SCORING THE PROPOSED RESOURCE.

SKILL MATRIX:

MUST HAVE WORK EXPERIENCE:

Ability to learn quickly, problem solve/troubleshoot, work independently and within a team.

Ability to manage stress and conflict.

Excellent verbal and written communication skills and the ability to interact professionally with a diverse group.

1+ years of Experience in planning/monitoring User acceptance testing.

4+ years of Experience with Service Now or alternative ticket management system for Change Management, Incident Management and Service Requests.

2+ years of Experience working in an Agile/Scrum delivery environment, supporting application development, enhancements, and operational work.

1+ years of Experience in a highly regulated environment such as Government, Healthcare, Legal, Finance, compliance, security, privacy.

1+ years of Experience in Data and Cloud Literacy.

1+ years of Experience with Data Warehouse and Reporting Tools

1+ years of Technology Standardization, ITSM, ServiceNow, Jira, workflows, documentation, service delivery.

Job Description:

Court Technology Services – Applications Management

Scope:

Reporting to the Director, Application Management & Data Services, the Application Analyst serves as a vital bridge between the judiciary, court operations, and technical delivery teams. This role is responsible for the functional health and service quality of the Court Technology Services (CTS) portfolio, including legacy court applications and modern applications and data platforms.

The Application Analyst’s primary focus is to ensure that application services are reliable, secure, and aligned with the Justice outcomes. You will play a key role in professionalizing our service delivery by helping implement standardized ITSM processes (incident, change, and request management) to replace disparate legacy tracking methods. While maintaining a broad awareness of the underlying technology - including cloud environments and data platforms - your value lies in your ability to translate complex business needs into technical requirements, manage vendor performance, and ensure that court data remains a secure, strategic asset. This role requires a T-shaped professional who pairs functional expertise with the communication skills necessary to support stakeholders across Alberta’s three courts.

[Duties]:

Service Management & ITSM Transition

• Standardize Operations: Lead the transition from ad-hoc support (emails/legacy tools) to a unified ITSM framework (e.g., ServiceNow/Jira), designing workflows for incident and service request tracking.

• Incident Coordination: Act as the functional lead for major incidents; you will coordinate communication and resolution efforts for critical system outages affecting court operations.

• Change & Release Oversight: Facilitate the change management process to ensure updates to legacy systems and new digital products are deployed with minimal risk to judicial continuity.

Application Stewardship & Business Analysis

• Judicial Liaison: Gather and document complex requirements from end-users, including Justices and court staff, ensuring technical solutions support the unique needs of the courtroom.

• Vendor & Product Oversight: Monitor the delivery of application services provided by external vendors and internal product teams, ensuring they meet established SLAs and quality standards.

• Knowledge Management: Establish and maintain a central knowledge hub, including user guides and technical documentation, to foster shared learning across teams of varying maturity levels.

Data Governance & Platform Support

• Security & Compliance: Ensure all application activities and data management protocols adhere to required regulations and judicial confidentiality requirements.

• Strategic Analytics Support: Provide functional support for data platforms (such as Snowflake); while not performing deep-level coding, you will oversee user access audits, data visualization dashboards, and the integrity of data warehouses.

• Transition Management: Oversee the functional migration of applications and data between environments (Dev/Prod) or from legacy on-premises hosting to cloud-based services (Azure/AWS).

Process Improvement & Risk Mitigation

• Optimization: Analyze existing application workflows and provide recommendations for process improvements to enhance the scalability and stability of court services.

• Disaster Recovery Support: Participate in the design and testing of business continuity plans to ensure the tri-court system is resilient against data loss or prolonged outages.

• Reporting: Transform technical data into meaningful analytics and status reports to support executive decision-making within the Court Technology Services portfolio.

Equipment Requirements:

• CTS will provide access to required equipment.

Working Hours:

• Standard Hours of work are 08:15 – 16:30 MST, Monday through Friday excluding holidays observed by the Province of Alberta

• Work must be done from within Canada, due to network and data security issues.

• It is anticipated the role will be 100% in-person.

Notes on Location:

• Resource will work in-person from CTS office at John E. Brownlee Building. 10365 97 St Edmonton.