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Added 27 mins ago
Fund Accounting Manager (Private Assets)
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Full-time
Coordinate with internal teams including Investor Relations, Tax, Financial Reporting, and Integration for seamless service delivery
Added 27 mins ago
(CAN) Asset Protection Associate
Walmart Canada
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Full-time
Investigates incidents of financial and physical shrink and communicates findings to Store Leadership. For internal investigations, escalates information to the Market Loss Prevention…
Added 27 mins ago
Finance Manager
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Full-time
We're recruiting a Finance Manager for an opportunity that combines technical accounting expertise with financial planning, reporting, and strategic business partnership. This role is well…
Added 27 mins ago
Senior Property Administrator
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Full-time
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Senior Governance & Control Analyst
TD
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Full-time
Reporting to the Senior Manager, the Analyst will be part of the G&C Risk Control Self Assessment Transformation team. The role's mandate is to execute the internal control testing plan,…
Added 58 mins ago
Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
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…governmental guidelines and regulations, the Clinical Trial Project Manager is responsible for the operational management of multicentre clinical research studies. The Project Manager…
Added 58 mins ago
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Added 1 hour ago
Social Worker
Retirement Concepts
Courtenay, BC
$36.02 CAD / hour
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Added 1 hour ago
Financial Manager - PLM (Product Line Mgmt)
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Title: Financial Manager - PLM (Product Line Mgmt)
Added 1 hour ago
Financial Manager
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Evaluate financial performance of new service products, metrics to drive critical business behavior as well as structures, systems and processes that lead to ease of analysis and reporting
Added 1 hour ago
Manager, Product Management
Samsung Electronics
Mississauga, ON
Full-time
…decisions for the local subsidiary in conjunction with the Sr. Manager, Product Management, and GBM (SEC) over the product life cycle relating to internal communication and financial…
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Field Marketing Coordinator
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Added 1 hour ago
Industrial Construction Specialist
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Moncton, NB · ON
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As an Industrial Construction Specialist, you will be part of a dedicated team based in Moncton, New Brunswick and reporting to the Specialty Sales Manager. This field-based role supports a…
Added 1 hour ago
Senior Product Manager
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We’re looking for a Senior Product Manager to drive key initiatives within our fintech domain. Reporting into the Product Director, you will own the strategy, roadmap, execution, and…
Added 1 hour ago
Senior Manager, Corporate Card Vendor Programs
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Project Coordinator
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Reports and is accountable to the Program Manager or their designate.
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Reporting to the Clinical Manager Access & Flow, the BCHS Hospital to Home (H2H) Coordinator in collaboration with the patient, family/supports, physician, and members of the clinical team…
Added 2 hours ago
Research Coordinator, Alberta Children's Hospital Research Institute
University of Calgary
Calgary, AB
Contract
Reporting to the Principal Investigator, with day-to-day direction provided by the Research Program Manager. The Research Coordinator will be (three days per week) responsible for…
Added 2 hours ago
Senior Financial Analyst, Capital & IT, Finance Services
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Calgary, AB
Full-time
The Capital and IT Reporting teams, within Finance Services, play an important role in the delivery of financial services to support the execution of the University's Capital and IT…
Added 2 hours ago
Data Analytics & Insights Intern / Co-op (Winter 2027)
TD
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Full-time
TD Insurance is part of TD Bank Group, one of Canada’s largest financial institutions. TD Insurance helps protect clients from the ‘accidents of life’ with a wide range of products…
Added 2 hours ago
Mortgage Specialist
BMO
Brantford, ON
Full-time
Added 2 hours ago
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BMO
Kitchener, ON
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BMO
Guelph, ON
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Added 2 hours ago
Major Incident Management Specialist - Express Scripts Canada
The Cigna Group
Mississauga, ON
Full-time
Location: 300 - 6985 Financial Drive Mississauga ON

The Cigna Group

Major Incident Management Specialist - Express Scripts Canada

Mississauga, ON, L5N 8G6, Canada

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

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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 IT field and 2-4+ years of experience in incident and service management. An ITIL Foundation v4+ certification is required, along with proficiency in ServiceNow and strong analytical skills.

Skills

Major Incident Management
Problem Management
Change Management
IT Service Management
ServiceNow
Technical Troubleshooting
Incident Coordination
Root Cause Analysis
Communication
Customer Service
ITIL
Documentation
Stakeholder Management
Operational Governance

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
Incident Reporting
Technical Troubleshooting
Cross-functional Leadership
Operational Excellence
Health Benefits Management
Information Technology
Enhanced Reliability Clearance

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