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Added 1 min ago
Business Analyst, Experience
WestJet Group
Calgary, AB · Toronto, ON
The Business Analyst, Experience plays a key role in large-scale cross-functional programs that improve guest experiences, drive operational effectiveness, and enable new business…
Added 1 min ago
Business Analyst
Exchange Technology Services Inc.
Winnipeg, MB
Reporting to the PMO Manager, the Business Analyst is responsible for analyzing business processes, gathering requirements, and collaborating with cross-functional teams to ensure…
Added 1 min ago
CO
SERVICE DESK ANALYST (1 vacancy)
City of Woodstock
Woodstock, ON
- Full-time
One to two years of demonstrated level 1-2 technical support in a service desk role. Support emphasizes customer service, personal computer technology and software, including desktop…
Added 16 mins ago
W
Commercial & Strategy Analyst
Walker
Oakville, ON
- Full-time
Gathers and evaluates primary and secondary market information, including customer and industry interviews, published market data, trade and technical literature, competitor information,…
Added 16 mins ago
T
Senior Finance Analyst
TD
Toronto, ON
- Full-time
Provide financial analysis and/or advanced general finance / accounting or related operational support as assigned
Added 16 mins ago
TG
DevOps Analyst
TMX Group
Toronto, ON
- Full-time
Interact with the Agile Development team and internal customer support teams to find resolution quickly for production incidents
Added 16 mins ago
T
Senior Business Process Analyst
TD
Dieppe, NB · Toronto, ON
- Full-time
Provide specialized business process/ procedure management guidance and support for a functional / business area and implement processes and/or initiatives to meet business process…
Added 16 mins ago
TG
DevOps Analyst
TMX Group
Montreal, QC
- Full-time
Interact with the Agile Development team and internal customer support teams to find resolution quickly for production incidents
Added 16 mins ago
M
Data Analyst
Michelin
Magog, QC
- Full-time
As a Data Analyst (Design to Manufacturing), you will support business decision-making and performance improvement through data analysis, reporting, and the development of business…
Added 16 mins ago
M
Analyste de Soutien Bilingue
McKesson
Montreal, QC
- Full-time
Fournir un support matériel / logiciel dans un environnement Windows avec une connaissance avancée de la prise en charge de la suite Microsoft Windows
Added 16 mins ago
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Investment Analyst, Fixed Income & Credit Strategies, Burgundy Asset Management
BMO
Toronto, ON
- Full-time
We are seeking a highly motivated and detail-oriented Fixed Income & Credit Investment Analyst to join Burgundy’s investment team. The successful candidate will play a key role in…
Added 31 mins ago
Senior Quality Assurance Analyst
CAA Club Group
Mississauga, ON
Support the team in creating reusable test assets
Added 31 mins ago
Senior Policy Analyst (Program Admin Officer 4)
The Government of Nova Scotia
Halifax, NS
Reporting to the Director, Federal-Provincial Territorial Relations, the Senior Policy Analyst works in the Strategic Policy & Corporate Services division, contributing to and leading…
Added 1 hour ago
SJ
Sales Planning & Analytics Analyst
So Jobs
Montreal, QC
- Full-time
We are seeking a detail-oriented and analytical professional to support sales planning, reporting, and field sales effectiveness. In this role, you will work closely with sales leadership…
Added 1 hour ago
Financial Analyst, External Reporting
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
New Glasgow, NS
We are currently looking for a Financial Analyst, External Reporting to join our Finance team.
Added 1 hour ago
O
Analyst, Finance and Accounting
OMERS
Toronto, ON · Head Office Toronto
- Full-time
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
Added 1 hour ago
C
Ping Engineer: IT Support Analyst
Cyderes
Canada
- Contract
We are seeking an experienced Senior IT Support Analyst with strong hands-on expertise in PingFederate and Ping Identity technologies. This role will focus on supporting, administering, and…
Added 1 hour ago
Compliance Analyst
Real Estate Council of Ontario
Toronto, ON
Complaint Intake, Assessment, and Resolution Support
Added 1 hour ago
O
Senior Business Analyst
OSBIE
Guelph, ON
- Full-time
…qualified and close group of employees. At OSBIE we foster a customer-focused culture and have great people working here, helping us ensure we provide excellent service to our subscribers.…
Added 1 hour ago
Senior Application System Analyst
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Stellarton, NS
…have a full-time opportunity for a Senior Application System Analyst. This role is based out of our office located in Stellarton;…
Added 3 hours ago
HI
Consultant, Employee Benefits
HUB International
Burnaby, BC · Vancouver, BC
- Full-time
Whether you’re starting out or leveling up, you’ll find the resources to evolve, the support to take on more and a team ready to back you at every stage.
Added 4 hours ago
HT
Master Data Mgmt Analyst
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 4 hours ago
NB
Chief Application Analyst
National Bank of Canada
Toronto, ON
- Full-time
A career as a Chief Application Analyst / Electronic Trading Analyst means supporting Electronic Trading and Market Making at National Bank Financial Group.
Added 4 hours ago
NB
Credit Analyst
National Bank of Canada
AB · Edmonton, AB
- Full-time
Being a Credit Analyst on the Equipment Finance team at National Bank means serving as a trusted risk expert and key partner to our sales and credit teams. In this role, you'll use your…
Added 5 hours ago
R
Voice Call Analyst
RevaLabs
Cochin, SK
- Full-time
We are looking for a detail-oriented Voice Call Analyst to join our human-in-the-lead governance team. You will analyse AI-generated voice call interactions against defined evaluation…

Odyssey Global

Application Support Analyst

Quebec, QC, Canada

Contract

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Job details

Job type: Contract
Apply by: Nov 6, 2026
Posting language: English
Posted: Oct 7, 2026

Original job description

Locations : British Colombia, Alberta, Ontario, Quebec, or Nova Scotia.(Hybrid)

Language Requirement : Bilingual, English and French (required)

Employment Type Contract (6 Months)

Reporting to the Enterprise Incident Manager, the analyst drives high-priority incidents from detection through resolution, coordinates technical and vendor resources on bridge calls, and maintains the accuracy of incident records, communications and post-incident documentation. The role is central to restoring service quickly for employees, members, plan sponsors and providers across Canada, and to protecting the availability of systems that process regulated health and personal information. Bilingual proficiency in English and French is a requirement of this role.

KEY RESPONSIBILITIES

Triage, categorize and prioritize incidents against defined severity criteria; escalate to major incident status when business impact thresholds are met.
Lead and support major incident bridges, keeping resolver teams focused, capturing the timeline, and tracking actions to closure.
Draft and issue stakeholder Incident communications in English and French, including business updates, executive summaries and service restoration notices.
Maintain incident and problem records to audit standard, ensuring accurate impact, timeline, root cause and resolution data.
Coordinate with vendors and managed service partners to confirm response obligations and service level commitments are met.
Facilitate post-incident reviews, document root cause findings, and track corrective actions through to completion • Produce recurring incident metrics and trend reporting for IT leadership, identifying repeat failures and process gaps.
Support continuous improvement of incident processes, runbooks, on-call rotations, and escalation matrices.
Ensure incidents involving personal health information are routed to Privacy and Security in line with PHIPA, PIPEDA and internal breach response procedures.
Support Incident Management governance activities including process audits, data quality reviews, KPI reporting, SLA reviews, and compliance with regulatory, audit, and organizational requirements.

QUALIFICATIONS

Required: fluency in English and French, written and spoken, with the ability to produce incident communications and lead bridge calls in both languages. Candidates may be assessed for language proficiency as part of the selection process.
Three or more years in IT service management, service desk, network or systems operations, with direct exposure to major incident handling.
Working knowledge of ITIL service management practices; ITIL 4 Foundation certification preferred.
Hands-on experience with ServiceNow, Ivanti or a comparable ITSM platform, and familiarity with monitoring and alerting tooling.
Demonstrated ability to remain composed and drive decisions during high-pressure outages across multiple technical teams.
Strong written communication skills, with the ability to translate technical detail into clear business impact for senior stakeholders.
Post-secondary education in information technology, computer science or a related discipline, or equivalent experience.
Experience in insurance, healthcare or another regulated environment is an asset.

WORKING CONDITIONS

Hybrid work arrangement, open to candidates located anywhere in Canada. Participation in an on-call rotation is required, including occasional evening, weekend and statutory holiday coverage for major incidents.

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More about this job

Responsibilities

Lead high-priority incidents from detection through resolution, coordinating technical teams and vendors while maintaining accurate incident records and bilingual stakeholder communications. Facilitate post-incident reviews, track corrective actions, report incident trends, and support incident governance and compliance requirements.

Requirements

Requires fluent spoken and written English and French, at least three years of relevant IT operations or service management experience with major incident exposure, and working knowledge of ITIL practices. Candidates should have experience with an ITSM platform and monitoring tools, strong communication and decision-making skills, and post-secondary education in IT or a related field or equivalent experience.

Skills

Major Incident Management
Incident Triage And Prioritization
Incident Bridge Leadership
Bilingual Communication
Stakeholder Communications
IT Service Management
ITIL Practices
ServiceNow
Ivanti
Monitoring And Alerting
Root Cause Analysis
Vendor Coordination
Incident Reporting And Metrics
Regulatory Compliance
Problem Management
High-Pressure Decision-Making

Visa sponsorship

Not detected in the job text

Keywords

IT Service Management
Major Incident Management
Incident Triage
Incident Prioritization
Incident Bridges
ITIL
ITIL 4 Foundation
ServiceNow
Ivanti
ITSM Platforms
Monitoring And Alerting Tools
Root Cause Analysis
Problem Management
Service Level Agreements
Vendor Management
Incident Metrics
KPI Reporting
Runbooks
On-Call Rotations
Escalation Matrices
PHIPA
PIPEDA
Privacy And Security
Regulated Information
Insurance
Healthcare
Bilingual English And French

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