Incident & Issue Management Analyst - Winter 2027 Co-op/Intern

Definity-1; Southwestern Ontario; On-site; CAD 26,000 - 36,000; Part time

Benefits offered by this job

Scholarship program

Co‑op placement support

Job summary

Definity is offering a Winter 2027 Co‑op/Intern role in Incident & Issue Management in Waterloo, ON. As a Co‑op Analyst, you’ll gain hands‑on experience with ITSM, ITIL, and data analytics while supporting incident management, RCA, and executive reporting.

You'll work with senior analysts, learn how enterprise IT environments operate, and build skills in data extraction from ITSM platforms and presenting findings to IT leadership.

Qualifications

• Pursuing a bachelor’s degree in CS/IT/MIS/Business Admin or related field.
• Completed at least 2 years of undergrad study (preferred).
• Interest in how enterprise IT environments operate, including Cloud, Infra, and Software Delivery pipelines.
• Proficiency in Excel (pivot tables) and ability to identify patterns in data.
• Excellent written and verbal communication; comfortable presenting findings.

Responsibilities

• Monitor and manage IT ticket queues and coordinate with engineering teams.
• Coordinate root-cause investigations and draft RCA reports.
• Audit upcoming IT change requests and participate in weekly CAB meetings.
• Support software releases with release planning and documentation.
• Conduct data analytics by extracting data from ITSM platforms and analyzing trends.
• Build executive PowerPoint slides translating metrics for IT leadership.

Skills

Excel pivot tables

PowerPoint presentations

ITSM tools

Data analytics

Strong communication

Presentation skills

ServiceNow

Jira

Education

Bachelor’s degree in CS/IT/MIS/Business Admin (or related)

Tools

ServiceNow

Jira

Job description

Incident & Issue Management Analyst - Winter 2027 Co-op/Intern

Waterloo, ONT, Canada

YOUR NEXT CO-OP PLACEMENT

Work term: Winter 2027

Work term length: 4-month

From classroom to co-op to career, every step of your journey has an impact on your future. That’s why it makes sense to choose a co-op placement with a company that offers truly rewarding work and real-life experience. At Definity®, your contributions, creativity, and energy will be put to good use, and you’ll get to be involved with initiatives that support our strategic goals and use your skills in a supportive team environment.

If you’re looking for a company that takes care of its people — full time, part time, and co-ops alike — and has a track record of doing big things, get ready to love it here.

What can you expect in this role?

Are you looking to kickstart your career in IT Operations and learn how large-scale enterprise technology environments maintain stability?

As the Co-op Analyst, Incident & Issue Management, you will gain hands‑on, end‑to‑end exposure to the ITIL (IT Infrastructure Library) framework. Working alongside senior analysts and engineers, you will assist in monitoring operational health, coordinating technical teams, investigating system issues, and translating raw data into professional executive presentations. This is a high‑visibility, fast‑paced role designed to build your foundational skills in IT Service Management (ITSM), data analytics, and corporate communication.

What you’ll be doing

Monitor and Manage IT Ticket Queues: Actively track aging incidents and coordinate with engineering teams to push delayed resolutions forward.

Coordinate Root Cause Investigations: Follow up on open problem tasks, gather technical timelines, and help draft Root Cause Analysis (RCA) reports for system issues.

Audit and Review System Changes: Evaluate upcoming IT change requests for completeness and participate in weekly Change Advisory Board (CAB) meetings to take notes and track approvals.

Support Software Releases: Participate in release planning calls, triage deployment tickets, and ensure required documentation is ready before new software goes live.

Conduct Data Analytics: Extract raw operational data from ITSM platforms (like ServiceNow or Jira) and analyze trends to identify recurring system pain points.

Build Executive Presentations: Translate complex technical performance metrics and impact assessments into professional, visually polished PowerPoint slides for IT leadership.

What you bring

• Currently enrolled in an accredited Co‑op program pursuing a bachelor’s degree in computer science, Information Technology, Management Information Systems (MIS), Business Administration, or a related field.
• Completed at least 2 years of undergraduate study (preferred).
• Strong desire to learn how enterprise IT environments operate, specifically regarding Cloud, Infrastructure, and Software Delivery pipelines.
• Proficiency in Microsoft Excel (pivot tables, basic charts) and a keen eye for finding patterns in datasets.
• Outstanding written and verbal communication skills; comfortable presenting findings and politely following up with technical team members.
• Strong proficiency in Microsoft PowerPoint, with an ability to present data cleanly (no text‑heavy walls of information).
• Any prior exposure to ITSM tools (ServiceNow, Jira) or a basic understanding of ITIL principles.

Did you know?

• We care about our co‑ops: Definity’s co‑op students are considered the best pipeline of talent for our full‑time, permanent positions.
• We care about students: Definity distributes $85,000 in scholarships to students across Canada each year.
• We care about our community: Definity donates more than $1 million every year to causes that drive true change in the neighbourhoods in which we live and work.

What can Definity offer you?

• Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
• Culture of accountability, empowerment, and collaboration.
• Opportunities to support personal and professional growth through real‑life experience and unique learning opportunities. Our Leadership Essentials program builds knowledge and skills to Team Leaders to Directors
• Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti‑racism and cultural equity, and environmental activism
• Determined to create positive change for our environment, our people, and our communities, now and in the future. Check our ESG work !

This position is being posted to fill an existing vacancy.

The hourly compensation for the role starts at $22.50 per hour and will increase based on factors including but not limited to, skills, education, experience, and the recommended rates as set by the respective educational institution.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting [e-mail].

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.

Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references).