Reconciliation Analyst reconciling high - volume client cash and employee share - plan accounts for Computershare, a global financial administration company. Investigating variances and producing accurate operational reporting.
EC
Senior Analyst, IT Incident Management
Posted 8 hours ago
About the role
- Analyste principal(e) gouvernant les incidents TI, les incidents majeurs et l’amélioration continue chez EDC. Soutien aux entreprises canadiennes via des solutions de financement et d’expertise pour les marchés étrangers.
Responsibilities
- Own and govern EDC’s IT incident management practices enterprise-wide
- Establish, maintain, and improve incident management standards, processes, procedures, and documentation
- Ensure alignment with ITIL best practices and EDC governance requirements
- Define process objectives and performance metrics
- Govern the IT major incident management framework
- Improve major incident processes, roles, responsibilities, and escalation models
- Lead post-major-incident analyses and ensure corrective actions are tracked
- Develop standards and guidelines for communications during major incidents
- Analyze incident trends and recommend improvements
- Establish performance metrics, KPIs, and dashboards
- Provide regular reporting to operational leaders and senior management
- Conduct practice assessments and process health reviews
- Identify governance risks and recommend mitigation strategies
- Collaborate with risk, audit, security, and operations teams
- Build relationships with Service Desk, operations, platforms, product, and cybersecurity teams
- Facilitate working groups and communities of practice
- Provide guidance and coaching on incident management practices
- Support training, awareness, and adoption of improvements
- Lead strategic initiatives to improve incident response and service restoration
- Promote automation, workflow optimization, and improved reporting in ServiceNow
- Maintain an improvement roadmap
- Incorporate lessons learned, industry trends, and emerging practices
Requirements
- Post-secondary degree or diploma in information technology, business, engineering, or a related field
- At least 7 years of experience in IT service management, incident management, operations, service delivery, or a related field
- Demonstrated experience owning or leading incident management, major incident management, or operational governance practices
- Strong understanding of ITIL principles and service management best practices
- Experience developing governance frameworks, standards, procedures, and performance metrics
- Strong analytical and problem-solving skills
- Ability to translate operational data into actionable insights
- Experience with enterprise service management platforms such as ServiceNow
- Demonstrated ability to influence stakeholders and drive change in complex organizational environments
- Excellent facilitation, communication, and presentation skills
- Experience communicating with technical audiences and senior management
- Strong organizational and relationship management skills
- Candidates must be legally entitled to work in Canada at the time of application; Canadian citizens and permanent residents are preferred
- Candidates must meet government security requirements
Benefits
- Competitive compensation and benefits package
- Various hybrid work options
- Three to four weeks of vacation
- Holiday shutdown period
- Shorter summer Fridays
- Meeting-free Fridays
- Continuous learning opportunities, training programs, and workshops
- Language training
- Diverse and inclusive workplace
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer activities and corporate social responsibility programs
- Relocation assistance available to eligible candidates
- Performance-based compensation
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