School Client Systems Analyst

Mission ----------- The Calgary Board of Education (CBE) is the largest school board in western Canada with over 144,000 students and 16,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals. When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success. Competition Info -------------------- Competition Close Date: Thursday, October 15, 2026, at 11:59 p.m. Calendar: 12 Month Salary: Staff Association Grade I, $49.30 - $60.83/hour FTE: 1.0, 35 Hours per Week Position Description ------------------------ Purpose Reporting to the Supervisor of On-Site Support, this job ensures that all technology required for new sites, relocated sites, and modernized sites is effectively planned, transitioned, implemented, and supported. The role provides oversight of legacy telephony systems and their integration with complementary technologies, with accountability for sustaining day to day operational effectiveness and continuity of service. The role also strengthens relationships with key school contacts and business partners through effective business relationship management and active cross functional collaboration. In addition, the role is responsible for conducting business analysis that supports informed decision making, alignment of technology solutions with operational needs, and ongoing improvement of services within this portfolio. Finally, the role also maintains the departments process library including its governance, maintenance of artifacts, and engagement with subject matter expertise and operational teams to support process clarity, improve compliance, and strengthen operational effectiveness. Accountability This job is accountable for: * The organization, coordination, and installation of client technology environments in new schools, site modernization, and program moves. * Bridging the gap between school/service unit stakeholders and Client Technology Services (CTS) technical teams ensuring that available user technologies solutions are fit for purpose and effective. * Ensuring CBE’s analogue and SIP based telephony solutions are available, properly maintained and enhanced. * Oversight of the department’s process catalogue practice including supporting the development, documentation, maintenance, and continuous improvement of the departments processes and procedures. * Responding to technology outages and issues, either independently or through leading a troubleshooting team to ensure timely resolution by conducting root cause analysis. * Establishing and maintaining strong vendor relationships to ensure reliable delivery of products and services. * Overseeing the inventory of computer cart components and locking mechanisms to ensure adequate stock levels. Major responsibilities Client Technology Deployment for New Schools, Program Moves and Modernizations * Engage early with project teams to understand technology requirements, operational needs, timelines, and budget parameters. * Advise school leadership on technology standards, available options, and appropriate solutions that align with district architecture and lifecycle strategies. * Interpret floor plans, room layouts, and construction drawings. * Document device counts, peripherals, audio visual components, and infrastructure needs for each project. * Coordinate with procurement, vendors, and internal technology teams to support purchasing and delivery schedules. * Lead the planning and execution of technology deployment activities, including imaging, configuration, installation, and on-site validation. * Coordinate with network operations, endpoint teams, AV specialists, and facilities staff to ensure that technology is delivered and installed in the correct sequence. * Oversee vendor work for interactive displays, audio visual systems, computers, tablets, and related equipment. * Conduct on site walkthroughs before opening to verify readiness and resolve outstanding issues. * Maintain clear communication with principals, project managers, and leadership on progress, timelines, and decisions required. * Provide status reports, issue tracking, and post occupancy follow ups. Oversees Analogue Telephony Systems Across the Enterprise * Ensure the end-to-end health of analogue telephony platforms across the enterprise, including TDM PBXs, key systems, and SIP / PRI trunks. * Work with Facilities and Environmental Services (FES) to ensure interconnectivity with facility paging systems, bell systems, elevator phones, security systems, fire alarm systems, and other complementary technologies. * Monitor and maintain dial plans, call routing, auto attendants, IVRs, and voicemail services. * Lead incident response for telephony outages, degraded service, and emergency call issues. * Maintain runbooks, escalation paths, and vendor support workflows with defined SLAs. * Track trunk utilization, call concurrency, and bandwidth consumption to prevent congestion. * Validate 9-1-1 capabilities within schools/sites by conducting periodic test calls, testing failover technologies, and maintain audit evidence. * Manage carrier services, SIP and PRI trunks, local service providers, and OEM support contracts. * Oversee service orders, cutovers, porting, and billing validations. * Evaluate vendor performance against SLAs and drive corrective actions. * Provide clear updates to school leaders, project managers, and IT leadership on incidents, changes, and projects. * Deliver orientation and quick reference materials for office staff, reception, and emergency response teams. * Act as the primary voice subject matter expert for cross functional projects. Manages the Department Process Library * Maintain the department’s process library, ensuring all documentation is current, approved, and aligned to organizational standards. * Oversee intake, review, and approval workflows for new or updated processes. * Partner with process owners, SMEs, and operational leads to draft, revise, and optimize process documentation. * Identify gaps, inconsistencies, or outdated content and initiate corrective actions. * Serve as the primary point of contact for all matters related to the process library. * Collaborate with cross‑functional teams to ensure integrated and end‑to‑end process perspectives. Carries out Vendor Management Activities * Evaluate vendor performance through defined metrics, service level agreements, and regular review meetings. * Negotiate contracts, pricing, and terms. * Identify vendor‑related risks and implement mitigation strategies aligned with organizational standards. * Collaborate with internal stakeholders to gather requirements, communicate expectations, and resolve vendor escalations promptly. Leverages Business Analysis for School Based Client Technology Operations * Engage with a wide range of individuals including executives, end-users, operational leads, technology teams, and project mangers to gather requirements, strategies, and objectives for existing and new client technology implementations. * Elicit requirements using interviews, workshops, observation, journey mapping, and data analysis. * Document business processes, policies, and rules, including current state and future state models. support portfolio planning, initiative sizing, and sequencing. * Translate business goals into well formed client technology with requirements clear acceptance criteria. * Support initiative planning, sizing, and sequencing. Utilizes Business Relationship Management to ensure school based operational technology improvement initiatives meet needs * Effectively manage business relationship within assigned portfolios, in order to align roadmaps to strategy, shape demand, and ensure value delivery for client technology systems and technologies. * Proactively manage stakeholder expectations, risks, and escalations, to protect delivery timelines and service quality. * Negotiate and carry out conflict resolution mediating between competing departments or between business demands and IT limitations. Onsite Technical Support and Field Backfill * Be available for increased on-site work during critical periods, such as school year start-up, exams, major deployments, and priority incidents. * Act as an on-site technical liaison, ensuring effective communication between schools, CTS teams, and leadership regarding emerging issues, trends, or support needs. What are we looking for? ---------------------------- Qualifications Education and Experience * Degree in Information Technology, Bachelor of Science /Computer Science, or related discipline. * ITIL® Foundation version 4 or higher is required. * 5 years experience in planning, organizing, and leading technology implementation for the opening of schools, branch offices, or other operational sites. * 5 years of progressively complex experience either maintaining or overseeing distributed telephony systems in a large enterprise. * Familiarity with process mapping tools (e.g., Visio, Lucidchart, Miro) is an asset. * Strong understanding of classroom technology, networking fundamentals, AV systems, and endpoint deployment practices. * BCS Foundation Certificate in Business Analysis (BA®) or equivalent is required. * Business Relationship Management Professional (BRMP®) is desirable. * SANS GIAC or CISSP cybersecurity certification is highly desirable. * COBIT certification is an asset. * Familiarity with telephony carrier services, number management, porting, and billing reconciliation. * Experience in project coordination within construction, refurbishment, or large-scale technology deployment environments. * An equivalent combination of directly related post-secondary education and directly related experience may be considered. Demonstrated Skills and Competencies * Demonstrated comfort with ambiguity and openness to change. * Ability to function effectively and independently in high-pressure situations with constantly changing priorities. * Strong oral and written communication and interpersonal skills that include the ability to simplify and explain complex technical concepts to non-technical audiences. * Strong problem solving and decision-making skills. * Demonstrated analytical, research, negotiation, and organizational skills. * Multi-disciplinary project management experience. * Effectively utilize best practice methodologies, current technologies and appropriate policies and practices in activities and initiatives. * Strong attention to details and organization skills including the ability to prioritize simultaneous responsibilities. * Ability to interpret technical documents and architectural drawings. * Capable of managing multiple concurrent initiatives. * Effective time management skills along with the ability to work with minimal supervision. * Ability to self-monitor and maintain high standards of performance and professional conduct. * Commitment to continuously learn, grow intellectually and apply new learning. * Strong desire to achieve, improve and excel. * Reliable, dependable and trustworthy. * Personal suitability. Note: On-site position at the Education Centre with significant travel to schools and sites. This job will require personal transportation to conduct job responsibilities. Conditions of Employment ---------------------------- Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed. What happens next? ---------------------- We thank all candidates for their interest in this position however only those selected for an interview will be contacted. Land Acknowledgement ------------------------ The Calgary Board of Education acknowledges the traditional territories and oral practices of the Treaty 7 Nations, including the Siksikaitsitapi Nations, Tsuut'ina Nation, and the Îyârhe Nakoda Nations. We acknowledge the Métis Nation within Alberta, and all people who make their homes in the Treaty 7 region of southern Alberta. As a learning organization, we are committed to advancing the Truth and Reconciliation Calls to Action focused on Education for ReconciliACTION.