Reports To: Manager, Incident Management
Location : British Colombia, Alberta, Ontario, Quebec, or Nova Scotia.(Hybrid)
Language Requirement : Bilingual, English and French (required)
Employment Type Contract (6 Months)
The Incident Management Analyst supports the day-to-day execution, enterprise incident and problem management practice. 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.
