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About the Role

The Sr. IT Incident Management Analyst will lead the governance, continual improvement, and maturity of EDC's Incident Management and Major Incident Management practices. This role establishes and maintains enterprise standards, governance, performance measurement, and continual improvement initiatives that enhance service restoration, reduce business impact, and improve organizational resilience. The successful candidate will act as the enterprise authority for Incident Management, driving adoption of best practices and ensuring alignment with ITIL principles and organizational objectives.

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 that support business outcomes.
Maintain the Incident Management service definition and supporting governance artifacts.
Own and govern EDC's IT Major Incident Management framework.
Facilitate continual improvement of major incident processes, roles, accountabilities, and escalation models.
Lead post-major incident review activities and ensure corrective actions are tracked to completion.
Develop standards and guidance for communications during major incidents.
Analyze major incident trends and recommend improvements to reduce recurrence and business impact.
Establish and maintain IT Incident Management metrics, KPIs, and performance dashboards.
Analyze incident trends to identify opportunities for process improvement and risk reduction.
Provide regular reporting to operational leaders and executive stakeholders.
Measure and communicate the value and effectiveness of the Incident Management practice.
Monitor adherence to IT Incident Management policies, standards, and procedures.
Conduct practice assessments and process health reviews.
Identify governance risks and recommend mitigation strategies.
Ensure audit and compliance requirements are incorporated into the practice.
Partner with Risk, Audit, Security, and Operational teams to strengthen service resilience.
Build strong relationships across Service Desk, Operations, Platform Teams, Product Teams, Cyber Security, and business stakeholders.
Facilitate working groups and Communities of Practice to strengthen incident management capabilities.
Provide guidance and coaching on Incident Management and Major Incident Management best practices.
Support training, awareness, and adoption of process improvements across DTS.
Lead strategic initiatives that enhance incident response effectiveness and service restoration capabilities.
Drive automation, workflow optimization, and report improvements within ServiceNow and other supporting 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 with the ability to translate operational data into actionable insights.
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).
Must meet the requisite government security screening requirements.

Skills

Incident Management
Major Incident Management
ITIL
Service Management
Governance
ServiceNow
Analytical skills
Problem-solving
Communication
Facilitation
Presentation skills
Organizational skills
Relationship management
Change management

Location

Ottawa
Toronto
Montreal
Calgary

Work Type

Hybrid
Permanent

Experience Level

Senior

Education Level

Post-secondary degree in Information Technology, Business, Engineering, or a related discipline

Salary/Compensations

$96,557 to $128,743 annually, plus a performance-based incentive

Benefits

Competitive compensation & benefits package
Work-life balance
Hybrid work options
3 to 4 weeks paid vacation
Corporate closure period
Summer early Friday’s
No meeting Fridays
Continuous learning opportunities
Training programs
Workshops
Language training
Diverse and inclusive workplace
Wellness programs
Mental health support
Fitness programs
Volunteer opportunities
Relocation assistance

About the Company

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
The Digital & Technology Solutions (DTS) group, led by the Chief Information Officer, was established in 2023 with the mission of empowering our customers and colleagues to take on the world by seamlessly delivering secure, reliable digital experiences.
Within DTS, the Enterprise IT Service Management (ITSM) Practice Team establishes, governs, and continuously improves enterprise service management practices that support operational excellence and service reliability across EDC.
The Enterprise ITSM Practice Team partners closely with Service Desk, IT Operations, Product Teams, Platform Teams, Cyber Security, and Technology Leadership to ensure services are delivered consistently, risks are effectively managed, and service management practices continue to mature in alignment with industry standards and EDC's strategic objectives.

Equal Opportunity

EDC is committed to fostering employment equity and building a diverse workforce.
We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities.
At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.