Incident Coordinator

University Health Network; Toronto; On-site; CAD 67,000 - 101,000; Full time

Benefits offered by this job

Competitive offer packages

HOOPP pension plan

Transit access

Flexible work environment

Development opportunities

Corporate discounts

Job summary

University Health Network in Toronto is seeking an experienced Incident Management professional for the ITSM Operations team at Princess Margaret Cancer Centre. You will enforce ITIL-based incident, problem and change processes, lead major incident reviews and coordinate restoration with multiple technical groups.

The role requires a 2-year college program in IT, ITIL v3 Foundations, 3+ years of relevant experience, and ServiceNow expertise.

Qualifications

• Completion of a 2 year community college program in Computer Science/Information Technology, or recognized equivalent.
• ITIL v3 Foundations, ITIL v3 required.
• Minimum of 3 years related experience.
• Experience with Incident, Problem and Change Management principles, methodologies and tools.
• Intermediate Certification (PPO/RCV or ST/SO) preferred.
• Proven leadership, project and organizational skills to work with middle management and execute work activities to meet IT and customer expectations.
• Understands how various issues affect each other and the impact on the IT environment and the organization’s ability to deliver care.
• Ability to operate a personal computer and working knowledge of Windows 11, Microsoft Office products and Outlook.
• Customer service excellence.
• Experience required with ITSM tool, Service Now experience preferred.
• Experience working in healthcare or similar environment an asset.

Responsibilities

• Follow and enforce Incident Management processes based on ITIL best practices.
• Schedule, prepare and completes documentation and metrics for Major Incident Review Meetings and ensures proper hand-off to Problem Management process.
• Ability to take ownership and facilitate technical calls to manage restoration efforts with various technical groups, resources and vendors, as required.
• Supports and enables the adoption of incident processes across the organization.
• Create and distributes Incident Management communications within tight SLAs to ensure timely and accurate notifications are sent to stakeholders/users.
• Can effectively review incidents to ensure correct priorities and categorization are assigned.
• Can effectively review incidents to proactively identify trending or support gaps and provide mitigation strategies and escalated as required.
• Able to run reports on incident metrics/KPIs on ITSM tool (Service Now) to measure the effectiveness of the incident management process, including service reviews.
• Reviews and suggests incident methodology recommendations which can be applied to improve processes.
• After hours on call availability required on a rotating schedule to ensure 24/7/365 coverage.
• Experience working with a managed service vendor an asset.
• Participate in organizational meetings, including CAB, and business meetings.
• Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
• Provide timely updates to end-users
• Update knowledge articles, where appropriate
• Enters time in the Time Capture System
• Maintains UHN Emergency Fan Out.

Skills

ITIL Foundations

Incident management

Problem management

Change management

Leadership

Customer service

Microsoft Office

ServiceNow

Education

2-year college program in CS/IT

ITIL v3 Foundations

Tools

ServiceNow

Time Capture System

Job description

Company Description

UHN is Canada’s No. 1 hospital and the world’s No. 1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members. UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN’s vision is to build A Healthier World and its only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

www.uhn.ca

Job Description

• Union: Non-union
• Number of vacancies: 1
• New or Replacement Position: Replacement
• Site: Princess Margaret Cancer Centre
• Department: ITSM Operations
• Reports to: Manager
• Salary Range: $67,405 - $101,108 per annum
• Hours: 37.5 hours per week
• Status: Temporary Full-Time (up to 1 year)
• Closing Date: October 15, 2026

• - Responsible for following and enforcing the Incident Management processes based on ITIL best practices
• - Schedules, prepares and completes documentation and metrics for Major Incident Review Meetings and ensures proper hand-off to Problem Management process
• - Ability to take ownership and facilitate technical calls to manage restoration efforts with various technical groups, resources and vendors, as required.
• - Supports and enables the adoption of incident processes across the organization.
• - Create and distributes Incident Management communications within tight SLAs to ensure timely and accurate notifications are sent to stakeholders/users.
• - Can effectively review incidents to ensure correct priorities and categorization are assigned
• - Can effectively review incidents to proactively identify trending or support gaps and provide mitigation strategies and escalated as required.
• - Able to run reports on incident metrics/KPIs on ITSM tool (Service Now) to measure the effectiveness of the incident management process, including service reviews.
• - Reviews and suggests incident methodology recommendations which can be applied to improve processes
• - After hours on call availability required on a rotating schedule to ensure 24/7/365 coverage
• - Experience working with a managed service vendor an asset.
• - Participate in organizational meetings, including CAB, and business meetings
• - Document and report on all work performed in the UHN Digital incident and problem management ITMS tool
• - Provide timely updates to end-users
• - Update knowledge articles, where appropriate
• - Enters time in the Time Capture System
• - Maintains UHN Emergency Fan Out.

Qualifications

• - At minimum, completion of a 2 year community college program in Computer Science/Information Technology, or recognized equivalent
• - ITIL v3 Foundations, ITIL v3 required
• - Minimum of 3 years related experience
• - Experience and knowledge of Incident, Problem and Change Management principles, methodologies and tools required.
• - Intermediate Certification (PPO/RCV or ST/SO) preferred
• - Proven leadership, project and organizational skills to work with middle management and execute work activities to meet IT and customer expectations
• - Understands how various issues affect each other and the impact on the IT environment and the organization’s ability to deliver care.
• - Ability to operate a personal computer and working knowledge of Windows 11, Microsoft Office products and Outlook.
• - Customer service excellence
• - Experience required with ITSM tool, Service Now experience preferred.
• - Experience working in healthcare or similar environment an asset

Additional Information

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• - Competitive offer packages
• - Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• - Close access to Transit and UHN shuttle service
• - A flexible work environment
• - Opportunities for development and promotions within a large organization
• - Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.