Technical Service Call Centre Analyst

Home Office, Alberta
VP Information Technology and CIO
Home Office
70,984.62  Annual
43,297.16  Annual
Permanent Full Time
Division VP Information Technology and CIO FTE 1.0
Location Name Home Office Position Type Permanent Full Time
Location Home Office, Alberta Job ID 2172
Posted 10/06/2021 Wage Min 43297.1600
Closing Date 11/03/2021 Wage Max 70984.6200


Athabasca University (AU), Canada's Online University, serves more than 43,000 learners across Canada and in 87 countries. An early mover to the cloud with a focus on a holistic digital transformation strategy, AU was the first post-secondary institution in Canada to shift its entire digital operations infrastructure into its own secure cloud environment. Now, AU is creating an integrated learning environment that will bring together all aspects of online learning and student services into a seamless whole to engage students deeply in interactive learning experiences of online learning for their lifetime.

If you have a passion for contributing your technical expertise or leadership in cross-functional IT DevSecOps squads with a relentless focus on the needs of our online students, please consider joining our AU IT division. For more on our IT strategy, please refer to "RISE: Athabasca University's Digital Transformation, Our 5-Year IT Strategy"

The Technical Service Call Centre Analyst is responsible for resolving IT problems and requests from the AU user community, and for escalating as required to the appropriate IT resource.



  • 3 years' experience participating in Technical Call Centers or other types of Call Centre and servicing a diverse, remote-based workforce
  • AWS Foundational Cloud Practitioner Certification required, or the commitment to complete certification within 2 years of date of hire.
  • ServiceNow CS – IT Service Management Certification preferred
  • ITIL 4 Certification preferred
  • Degree or diploma in business, communication, project management, information technology. In lieu of a degree or diploma, additional experience over and above the minimum requirement may be considered.
  • Excellent written and oral communication skills
  • Enthusiastic team member and participant in team issues management
  • Knowledge of AWS Connect Call Centre operations and best practices preferred


The full job description can be viewed at: Technical Service Call Centre Analyst

For further information regarding this position, please contact Ryan Yee, Manager, Technical Service Management, at:

First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02.


AU shapes and enables mutually supportive communities, regardless of where those communities exist. AU's Strategic Plan IMAGINE: Transforming Lives. Transforming Communities ( has as one of its strategic themes "Moving Beyond Place." We are embracing this theme and will be transitioning to a near-virtual work environment by December 2021. At that time, this role may become permanently home-based.