Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is looking for an IT Analyst specialized in Incident, Problem, and Change Management to join one of our top retail clients. The successful candidate will be responsible for analyzing problems, and helping oversee change management processes. You will bring expertise and help the team enhance the IT Service Management practices for application and cloud infrastructure services.
Day to Day:
* Serve as the incident manager for any cloud application/infrastructure incidents.
* Manage root cause analysis for incidents.
* Ensure effective incident communication and reporting.
* Comfortable with on-call rotation for 24/7 incident response.
* Lead the problem management process by conducting post-major incident reviews, completing root cause analysis reports, and preventing repeat incidents through effective management of the problem knowledge base.
* Maintain thorough documentation, metrics, and reporting related to incident, problem, and change management processes.
Required Skills & Experience
* Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
* 4+ years of experience in IT service management, with a strong understanding of ITIL concepts, technologies, best practices, standards, and tools.
* Exceptional written and verbal communication abilities (i.e., effective communication notifying the organization during major incidents.)
* Proven experience in governance and accountability management.
* Proficiency in managing major incidents and conducting root cause analyses within medium to large organizations.
* Experience in managing the change process, facilitating Change Advisory Board (CAB) meetings, and conducting ad-hoc meetings as required.
* Strong documentation skills, including the creation and maintenance of process documents.
* Demonstrated IT business acumen, IT transformation experience, and project management skills.
* Willingness to be on-call and work after hours as needed.
* Familiarity with Jira or Confluence, including a solid understanding of the Incident, Problem, and Change modules, as well as reporting functionalities. - Ability to provide training on Incident/Problem/Change processes to the organization.
Nice to Have Skills & Experience
* IT certifications (e.g., ITIL, CompTIA, or relevant vendor certifications) are a plus.
* ITL Certification.
* Ticketing/Service Management systems (i.e., ServiceNow).
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.