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Export Development Canada | Exportation et développement Canada

Sr. IT Incident Management Analyst - EN 989

Remote, Canada

Job type: Full-time
Workplace: Remote
Experience: Minimum 7 years of experience in IT Service Management, Incident Management, Operations, Service Delivery, or related disciplines.
Posting language: English
Posted: Sep 28, 2026

Apply About employer

Applications open in a new tab.

Original job description

Application deadline: October 12, 2026, 12:00PM ET

Join the EDC Team!

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.

Position: Sr. IT Incident Management Analyst

Employment Type: Permanent

Compensation Details:

Service Delivery Manager 18: Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

Export Development Canada operates in a hybrid work environment, with a current requirement three in-office days per week (subject to change).
This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Montreal, or Calgary.
Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.

About EDC:

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.

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

Team Overview:

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. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.

Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.

Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.

Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee 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 team provides leadership and governance for key ITSM practices, including IT Incident Management, Major Incident Management, Problem Management, Change Enablement, and Knowledge Management.

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.

To support this mission, the Enterprise ITSM Practice Team is seeking a Sr. IT Incident Mgmt. Analyst to 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.

If you are passionate about service management, operational excellence, governance, and driving meaningful improvements across a complex enterprise environment, we'd love to hear from you.

What you will be doing:

IT Incident Management Practice Ownership:

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.

IT Major Incident Management Governance:

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.

Monitoring, Reporting and Insights:

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.

Governance and Compliance:

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.

Stakeholder Engagement and Enablement:

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.

Continual Improvement:

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.

What we are looking for:

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.

What will make you stand out:

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).

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca

EDC's Commitment to Employment Equity

Export Development Canada (EDC) is dedicated 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.

Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.

EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us directly for any accommodation requests at accessibility@edc.ca. We are here to support you every step of the way.

Privacy Notice

By applying for this job you acknowledge that you have read and understood EDC’s Privacy Notice for Job Applicants, which outlines how we collect, use, retain, and safeguard personal information during the recruitment process, as well as your rights of access and correction

Apply About employer

More about this job

Responsibilities

Own and govern EDC’s enterprise Incident Management and Major Incident Management practices, including standards, processes, performance measures, compliance, and stakeholder enablement. Lead continual improvement through incident trend analysis, major incident reviews, reporting, automation, and initiatives that improve service restoration and reduce business impact.

Requirements

Requires a post-secondary degree in Information Technology, Business, Engineering, or a related discipline, at least seven years of relevant IT service management or operations experience, and demonstrated leadership of incident management or operational governance practices. Candidates should have strong ITIL knowledge, experience with governance frameworks, metrics, and enterprise service management platforms such as ServiceNow, and the ability to influence stakeholders and communicate with technical and executive audiences.

Skills

IT Incident Management
Major Incident Management
ITIL
Service Management Governance
Process Improvement
ServiceNow
Performance Metrics and KPIs
Data Analysis
Risk Management
Audit and Compliance
Stakeholder Engagement
Change Management
Facilitation
Executive Communication
Operational Reporting
Workflow Automation

Benefits

Performance-Based Incentive
Competitive Compensation
Paid Vacation
Corporate Closure Period
Summer Early Fridays
No-Meeting Fridays
Hybrid Work Options
Professional Development
Training Programs
Workshops
Language Training
Wellness Programs
Mental Health Support
Fitness Programs
Volunteer Opportunities

Visa sponsorship

Not detected in the job text

Keywords

IT Incident Management
Major Incident Management
ITIL
ServiceNow
Service Delivery
IT Operations
Incident Management Framework
Governance
Process Standards
Performance Metrics
Key Performance Indicators
Executive Dashboards
Operational Reporting
Post-Incident Reviews
Lessons Learned
Problem Management
Change Enablement
Service Level Management
Workflow Automation
Risk Management
Audit and Compliance
Cybersecurity
Service Resilience
Continual Improvement
Financial Services
Government
Crown Corporation
ITIL Certification
Bilingualism

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