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Senior Analyst, IT Incident Management
Export Development Canada | Exportation et développement Canada. Own and govern EDC’s IT incident management practices enterprise-wide .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT incident management, including the development and governance of frameworks, standards, and performance metrics. Proficient in leveraging ITIL best practices and enterprise service management platforms like ServiceNow to enhance incident response and service restoration.
Highest-signal resume keywords
ITIL PrinciplesIncident ManagementServiceNowGovernance FrameworksAnalytical Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident Management PracticesPerformance MetricsProcess ImprovementMajor Incident ManagementGovernance StandardsData AnalysisKPI DevelopmentDocumentationOperational GovernanceService Delivery
Soft Skills
Communication SkillsRelationship ManagementFacilitation SkillsProblem-Solving SkillsStakeholder Influence
Tools & Technologies
ServiceNowDashboardsAutomation ToolsWorkflow Optimization
Industry Keywords
IT Service ManagementOperational RiskGovernance RisksPost-Major-Incident AnalysisTraining and Awareness
Tech Stack
Tools & technologiesFluxServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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