Senior Business Systems Analyst evolving TD Securities’ Credit Risk Systems for capital markets clients. Translating risk, data, and technology needs into tested solutions.
EC
Senior IT Incident Management Analyst
Posted 1 hour ago
About the role
- Senior IT Incident Management Analyst governing incident practices, major incident response, and service reliability. Supporting EDC, Canada's export finance corporation, through ITIL governance and continual improvement.
Responsibilities
- Own and govern EDC's Enterprise IT Incident Management Practice
- Establish, maintain, and continuously improve Incident Management standards, processes, procedures, and support documentation
- Ensure alignment with ITIL best practices and EDC governance requirements
- Define process performance objectives and measures supporting business outcomes
- Maintain the Incident Management service definition and governance artifacts
- Own and govern EDC's IT Major Incident Management framework
- Improve major incident processes, roles, accountabilities, and escalation models
- Lead post-major incident reviews and track corrective actions to completion
- Develop standards and guidance for major incident communications
- Analyze major incident trends and recommend improvements to reduce recurrence and business impact
- Establish and maintain incident management metrics, KPIs, and performance dashboards
- Analyze incident trends and provide reporting to operational leaders and executive stakeholders
- Monitor policy, standard, and procedure adherence
- Conduct practice assessments and process health reviews
- Identify governance risks and recommend mitigation strategies
- Incorporate audit and compliance requirements into the practice
- Partner with Risk, Audit, Security, and Operational teams to strengthen service resilience
- Build relationships across Service Desk, Operations, Platform Teams, Product Teams, Cyber Security, and business stakeholders
- Facilitate working groups and Communities of Practice
- Provide guidance and coaching on Incident Management and Major Incident Management best practices
- Support training, awareness, and adoption of process improvements
- Lead strategic initiatives to enhance incident response and service restoration
- Drive automation, workflow optimization, and reporting improvements within ServiceNow and other platforms
- Maintain a prioritized roadmap of IT Incident Management improvements
- Leverage lessons learned, industry trends, and emerging practices to mature EDC's Incident Management capabilities
Requirements
- Post-secondary degree in Information Technology, Business, Engineering, or a related discipline
- Minimum 7 years of experience in IT Service Management, Incident Management, Operations, Service Delivery, or related disciplines
- 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
- Experience working with enterprise service management platforms such as ServiceNow
- Proven ability to influence stakeholders and drive change in complex organizational environments
- Excellent facilitation, communication, and presentation skills
- Experience communicating with both technical and executive audiences
- Strong organizational and relationship management skills
- ITIL Foundation, ITIL Practice Manager, ITIL Managing Professional, or other relevant ITSM certifications
- Experience leading or coordinating Major Incident response activities
- Experience conducting Major Incident Reviews and facilitating lessons learned sessions
- Experience developing KPI frameworks, executive dashboards, and operational reporting
- Knowledge of Problem Management, Change Enablement, Service Level Management, and other ITIL practices
- Experience in financial services, government, Crown corporations, or highly regulated environments
- Experience driving service management maturity initiatives and organizational change
- Bilingualism in both official languages (English and French)
- Able to work legally in Canada at the time of application; Canadian Citizens or Permanent Residents preferred
- Must meet requisite government security screening requirements
Benefits
- Performance-based incentive
- Comprehensive compensation and benefits package
- Work-life balance
- Hybrid work options
- 3 to 4 weeks paid vacation
- Corporate closure period
- Summer early Fridays
- No-meeting Fridays
- Relocation assistance for eligible candidates
- Continuous learning opportunities
- Training programs and workshops
- Language training
- Wellness initiatives
- Mental health support
- Fitness programs
- Volunteer opportunities
- Social responsibility programs
- Inclusive workplace and employment equity commitment
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Business Analyst improving applications, processes, and systems for HEABC, which supports British Columbia’s publicly funded health employers. Managing requirements, product backlog, quality assurance, and stakeholder acceptance.
Analyste d’affaires chez Uzinakod, concevant des solutions numériques à forte valeur ajoutée pour les clients. Liaison entre clients et développeurs, de l’analyse des besoins au développement.
Business strategy analyst developing business intelligence, transformation strategies, and solutions at Desjardins. Assessing requirements, impacts, testing, and change management for complex cross - sector initiatives.
Analyste d’affaires modernisant les systèmes d’approvisionnement SAP pour Xideral Canadá. Pilotage des processus, essais, adoption et enrôlement des fournisseurs à Montréal.
Analyste d’affaires senior chez Xideral pour BRP, transformant le PMO en service stratégique. Optimisation des processus, KPI/OKR, automatisation et identification de cas d’usage IA.
Business Analyst supporting EDC’s digital technology delivery and export finance mission. Eliciting requirements, validating AI - assisted insights, and coordinating Agile solution delivery.
Senior Business Analyst supporting the University of Alberta’s ERP Modernization project. Leading requirements, process transformation, stakeholder alignment, and UAT across the university.
Business Process Analyst improving Arc’teryx’s global supply chain operations. Analyzing processes, tracking KPIs, and supporting standardized workflows across teams.
Customer Insights Analyst using SQL, Power BI, and AI to analyze Voice of Customer data for Assurant. Building dashboards and recommendations that improve customer experiences across Canada.