Description:
What will you do?
- Ensure incidents are managed to resolution and as quickly as possible through effective coordination of resources, appropriate escalation and meeting facilitation.
- Collaboratively work with IT service owners and support teams to determine root cause analysis, develop action plans to prevent recurrence of incidents and problems as well resulting tasks to completion.
- Identify and development opportunities to mature the Incident and Problem Management processes including facilitating review meetings, document learnings and developing implementation plans to address fall-out and mitigate future risks.
- Develop, document and implement new and/or modified procedures as required using multiple vectors (post incident reviews, performance metric, etc).
What will you need to succeed?
- Minimum of three (6) years' experience with incident management, problem management, or root cause analysis in an IT environment
- Minimum of three (10) years' experience using negotiation, influencing, and facilitation skills in a business or IT environment
- Strong organization, planning and analytical skills
- Foundation certification and working knowledge of ITIL V3 Service Management Framework with specialization on Incident and Problem Management processes.
- Detail oriented with strong analytical, organizational, and problem identification skills
- Well-developed technical aptitude; knowledge and understanding of services provided by IT departments
- Ability to stay calm and work under pressure in stressful situations
- Working knowledge of HP Service Manager, ServiceNow or other Service Management tools.
What's In It For You?
- Great Place to Work® Certified in Canada and the US - 2022
- Great Place to Work® award for Best Workplaces for #HybridWork - 2022
- Named “Best Places to Work” by Glassdoor - 2021
- Canada Award for Excellence for Mental Health at Work - 2021
- Flex hours and Flexible hybrid work model including in-country work-from-home if you prefer. #LI-Hybrid
- Competitive salary and bonus structure influenced by market range data
- Pension, stock and savings programs to help build and enhance your future financial security
- A friendly, collaborative, and inclusive culture
- Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
Notes/Unique Requirements:
- The candidate for this role will participate in an On-Call rotation that will require ability to respond to Incidents within 15 minutes of notification 24/7/365 for a week. The rotation will consider a healthy work life balance and fair compensation.
- The candidate will be able to leverage an Agile work environment where facilities permit.