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Senior IT Incident Management Analyst
Export Development Canada | Exportation et développement Canada. Own and govern EDC's Enterprise IT Incident Management Practice .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Incident Management and Major Incident Management, with a strong focus on ITIL best practices, governance frameworks, and performance metrics. Proven ability to lead strategic initiatives, drive organizational change, and enhance service resilience through effective stakeholder engagement and communication.
Highest-signal resume keywords
ITIL PrinciplesIncident ManagementServiceNowGovernance FrameworksKPI Development
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 ManagementMajor Incident ManagementGovernance FrameworksPerformance MetricsAnalytical SkillsProblem-SolvingKPI DevelopmentOperational ReportingService Management MaturityProcess Improvement
Soft Skills
Communication SkillsFacilitation SkillsRelationship ManagementOrganizational SkillsStakeholder Influence
Tools & Technologies
ServiceNowPerformance DashboardsIncident Management MetricsAutomation ToolsWorkflow Optimization
Certifications & Qualifications
ITIL FoundationITIL Practice ManagerITIL Managing Professional
Industry Keywords
IT Service ManagementFinancial ServicesGovernmentCrown CorporationsRegulated Environments
Tech Stack
Tools & technologiesCyber SecurityITSMServiceNow
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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