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Added 18 mins ago
VH
RN/RPN - Child & Family Program (Toronto Central)
VHA Home HealthCare
Toronto, ON · Etobicoke, ON
- Full-time
…supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at…
Added 1 hour ago
GC
Coordinator, MaterialsNew
Glencore Canada
Elkford, BC
- $85,000 to $100,000 CAD / year
- Full-time
…British Columbia. We are committed to responsible resource development, environmental performance and building strong partnerships with communities and Indigenous…
Added 1 hour ago
HR
Project Coordinator
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Toronto, ON
- Full-time
Worklife programs such as Flextime and a variety of Development and Training opportunities
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EC
Quality Coordinator
Eaton Corporation
Milton, ON
- Full-time
Eaton’s ES AMER PCS division is currently seeking a Quality Coordinator. Eaton’s Milton, Ontario site is Eaton's largest manufacturing facility in Canada. Known for our large-scale custom…
Added 1 hour ago
SF
Coordonnateur de projet
Soletanche Freyssinet
Vancouver, BC
- Full-time
Customized training and development programs to support your career growth
Added 1 hour ago
M
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MNP
Toronto, ON · North York, ON
- Full-time
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Added 2 hours ago
PE
Strategic Programs Coordinator
PowerON Energy Solutions
Toronto, ON
- Full-time
The Strategic Programs Coordinator will support the commercial and operational delivery of PowerON’s Clean Fuel Regulations (CFR) and other strategic programs across a portfolio of…
Added 2 hours ago
H
Community Engagement Coordinator
Hines
Toronto, ON
- Full-time
Reporting to the Community Engagement Manager, the Community Engagement Coordinator directly supports the marketing, communications and events programming of CIBC SQUARE. They will play a…
Added 2 hours ago
TU
Hospitality Coordinator
The University of British Columbia
Vancouver, BC
- $4,732 to $4,972 CAD / month
- Full-time
Reports to the manager, administration and finance, with a dotted line to the assistant principal, programs. Provides essential support to the principal, and also supports the events and…
Added 2 hours ago
HE
BIM Coordinator
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Montreal, QC · Saint-Laurent, QC
- Full-time
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Added 2 hours ago
KL
Finance Coordinator (Budget and Financial Planning)
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Kawartha Lakes, ON · Lindsay, ON
- Full-time
This position coordinates financial matters related to Operating and Capital functions and ministry programs in various departments within the City of Kawartha Lakes.
Added 2 hours ago
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Construction Surveyor
New Gold Inc.
Emo, ON
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Added 2 hours ago
OH
Registered Nurse- Specialist, Clinical Responder (GTA)
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Toronto, ON
- Full-time
Ongoing learning and career development opportunities designed to help you grow, advance, and thrive in your profession.
Added 2 hours ago
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Casual Community Crisis Responder - CRCL Comox Valley
AVI Health and Community Services
BC · Comox Valley, BC
- $36.06 to $37.75 CAD / hour
- Temporary
…Wai Kum First Nation and Wei Wai Kai First Nation. Current programs include harm reduction education and distribution, positive wellness, health promotion, prescribed Alternatives (PA) and…
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Casual Crisis Responder (Experiential) - CRCL Comox Valley
AVI Health and Community Services
BC · Comox Valley, BC
- $36.06 to $37.75 CAD / hour
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Added 3 hours ago
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The Parks Volunteer and Outreach Coordinator contributes to the effective operation of the Regional District’s community and regional park and trail system. This position focuses on…
Added 3 hours ago
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Store Coordinator
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Toronto, ON
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 3 hours ago
TI
PRO, Program Coordinator
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Reporting to the Manager of PRO, the Program Coordinator plays a key role in developing and coordinating PRO program operations from candidate intake, selection and assessment. The Program…
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…delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the care/discharge…
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Registered Nurse, Transition Line (Specialty Nursing)
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…delivery, and collaborating and communicating with the Patient Care Coordinator on issues that will affect the care/discharge…
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Cigna Healthcare

Major Incident Management Specialist - Express Scripts Canada

Mississauga, ON, Canada

Hybrid

Pay Range: $65,000 to $70,000 annually · Full-time

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Job details

Pay: Pay Range: $65,000 to $70,000 annually
Job type: Full-time
Workplace: Hybrid
Experience: 2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle.
Posting language: English
Posted: Sep 29, 2026

Original job description

Job Title: Major Incident Management Specialist

Location: 300 - 6985 Financial Drive Mississauga ON
Employment Type: Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid
Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $65,000 to $70,000 annually

Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

About Us:

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Job Summary:

Express Scripts Canada (ESC) is seeking a highly motivated and service-oriented Major Incident Management Specialist to join our IT Support Services team. The ideal candidate brings strong analytical and troubleshooting abilities, a passion for technology, and a commitment to continuous learning and operational excellence.

The Major Incident Management Specialist serves as the central coordinator during critical, high-severity technology incidents. This role leads cross-functional technical teams, manages executive communications, and ensures adherence to operational governance to restore services as quickly as possible. The specialist drives structured problem-solving, maintains comprehensive documentation, and facilitates post-incident reviews to reduce the risk of future occurrences.

Drawing on prior major incident management experience, you confidently assess, prioritize, and manage major incidents while leading ESC's major incident management process from initial reporting through resolution. Strong customer service and communication skills enable you to collaborate effectively with the service desk, business stakeholders, and technical teams to resolve issues and manage incidents efficiently.

The Major Incident Management Specialist develops and maintains knowledge articles, Standard Operating Procedures (SOPs) and produces monthly incident reports.

Key Responsibilities:

Lead and champion the Major Incident Management process to ensure service is restored as quickly as possible through effective coordination, appropriate escalation, and meeting facilitation.
Coordinate and collaborate with technical teams and business stakeholders to drive incident resolution and communicate status updates.
Prepare and distribute incident communications, including coordinating French translations when required.
Maintain incident management documentation, procedures, and supporting artifacts.
Identify opportunities to improve and mature incident management processes.
Support Problem Management activities with a focus on root cause analysis and continuous improvement.
Identify recurring issues and collaborate with support teams to implement long-term solutions.
Document known issues and workarounds.
Provide backup support for Change Management activities as needed.

What We’re Looking For:

Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline; an equivalent combination of education and relevant experience will also be considered.
2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle.
ITIL Foundation v4+ certification required.
Experience with ServiceNow; ServiceNow administrator certification preferred.
Excellent customer service skills with a focus on timely and professional issue resolution.

Why Join Us?

Competitive compensation, benefits and pension plan
Career development and advancement opportunities
A culture that celebrates innovation and collaboration
Flexible work options and wellness programs

Pre-Employment Requirements:

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.

NOTE: Internal candidate should apply before October 6, 2026.

Express Scripts Canada is a Cigna company

Express Scripts Canada is a subsidiary of Express Scripts, a Cigna company. Cigna Corporation (NYSE: CI) is a global health service company dedicated to improving the health, wellbeing and peace of mind of those we serve. Cigna offers an integrated suite of health services through Cigna, Express Scripts, and our affiliates including medical, dental, behavioural health, pharmacy, vision, supplemental benefits, and other related products.

About Express Scripts Canada

Express Scripts Canada is a leading health benefits manager and has been recognized as one of the most innovative. Our clients include Canada's leading insurers, third party administrators and governments. We work with these clients to develop industry-leading solutions to deliver superior healthcare in a cost-controlled environment. We provide Active Pharmacy™ services to more than 7 million Canadian patients and adjudicate more than 100 million pharmacy, dental, and extended health claims annually. Through our proprietary consumer intelligence, clinical expertise, and patients-first approach, we promote better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors.

It will be a condition of employment that the successful candidate obtains an Enhanced Reliability Clearance from the Federal Government. The candidate will be required to provide supporting documentation to receive clearance if required.

We offer a competitive salary and benefits package, along with a positive work environment built on solid corporate values, integrity, mutual respect, collaboration, passion, service and alignment.

We are an equal opportunity employer that promotes a diverse, inclusive and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be.

We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

If you require accommodation in completing the online application process, please email: eschr2@express-scripts.com Do not email eschr2@express-scripts.com for an update on your application or to provide your resume as you will not receive a response.

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More about this job

Responsibilities

The Major Incident Management Specialist leads cross-functional teams during critical technology incidents to ensure rapid service restoration and effective communication. They also drive structured problem-solving, maintain operational documentation, and facilitate post-incident reviews to improve future service reliability.

Requirements

Candidates must possess a post-secondary degree or diploma in a relevant field and 2-4+ years of experience in IT service management. An ITIL Foundation v4+ certification is required, and proficiency with ServiceNow is preferred.

Skills

Major Incident Management
Problem Management
Change Management
IT Service Management
ServiceNow
Technical Troubleshooting
Incident Resolution
Stakeholder Communication
ITIL Foundation
Root Cause Analysis
Documentation
Cross-functional Leadership

Benefits

Competitive compensation
Benefits package
Pension plan
Career development opportunities
Wellness programs

Visa sponsorship

Not detected in the job text

Keywords

Major Incident Management
IT Support Services
ServiceNow
ITIL Foundation
Problem Management
Change Management
Root Cause Analysis
Standard Operating Procedures
Health Benefits Management
Information Technology
Incident Reporting
Operational Governance
Technical Troubleshooting
Service Restoration
Enhanced Reliability Clearance

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