Incident Analyst

Insight Global; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading IT consulting firm is seeking an Incident & Problem Analyst to manage incidents and problems within IT services, especially in Capital Markets. The role involves applying ITIL best practices to ensure stability and organizational resiliency. Candidates should have a degree in a relevant field, 2–4 years of experience in incident/problem management, and strong communication skills. ITIL certification is a must. This position also requires expertise with ServiceNow and data analytics tools.

Qualifications

• 2–4 years of experience in Incident and/or Problem Management.
• ITIL Certification (foundation or higher) required.
• Hands-on experience with applications, OS, and networking.

Responsibilities

• Lead remediation of incidents in the Capital Markets space.
• Participate in Major Incident event stakeholder discussions.
• Provide incident updates to business and technical partners.

Skills

Incident Management

Problem Management

Data Analytics

Communication

Technical Troubleshooting

Education

Undergraduate degree in Computer Science or related field

Tools

ServiceNow

Power BI

SharePoint

Confluence

Job description

Overview

The Incident & Problem Analyst is a technical subject‑matter generalist and a procedural expert responsible for managing incidents and problems across internal and customer‑facing IT services, with a focus on the Capital Markets environment. This role ensures rapid detection, triage, and remediation of incidents, while driving resiliency and long‑term stability through structured Problem Management practices.

Responsibilities

• Provide critical leadership in the remediation of incidents impacting the Capital Markets space.
• Actively participate as a key stakeholder during Major Incident events.
• Deliver timely, clear, and insightful incident updates to broad audiences of business and technical partners.
• Manage assigned incidents and problems within ServiceNow, following ITIL‑aligned processes.
• Lead incident post‑mortems, root cause analysis, and periodic problem review sessions.
• Use data analytics to identify trends, themes, and opportunities to improve organizational resiliency.
• Develop and enhance availability and stability metrics and dashboards using ServiceNow and Power BI.
• Participate in Change Advisory Boards (CABs) to assess risk, challenge upcoming changes, and promote change‑readiness.
• Maintain and improve team documentation, including knowledge base articles in SharePoint and Confluence.
• Apply industry best practices across the service lifecycle—from design and deployment through continuous improvement.
• Provide occasional on‑call support as part of a rotation.

Must Have Requirements

• Undergraduate degree in Computer Science, Information Technology, or a related technical field—or equivalent practical experience.
• 2–4 years of experience in Incident and/or Problem Management.
• ITIL Certification (foundation or higher).
• Hands‑on experience with applications, operating systems, and/or networking (TCP/IP, routing, topologies, infrastructure components).
• Experience analyzing and troubleshooting large‑scale or distributed systems.
• Strong written and verbal communication skills, with the ability to present sensitive or complex information to executives and technical stakeholders.
• Demonstrated ownership, accountability, and a systematic ITIL‑aligned problem‑solving approach.
• Advanced investigative and diagnostic skills with the ability to learn technical concepts quickly.