IT Incident Manager – ITIL/24/7 Healthcare ITSM

University Health Network

Toronto

On-site

CAD 67,000 - 101,000

Full time

14 days+

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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.