Application deadline: October 12, 2026, 12:00PM ET

Position: Sr. IT Incident Management Analyst

Employment Type: Permanent

Compensation Details:

• Service Delivery Manager 18: Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.

Location:

• Export Development Canada operates in a hybrid work environment, with a current requirement three in-office days per week (subject to change).
• This role can be performed from EDC's headquarters in Ottawa or from one of our Community Hubs located in Toronto, Montreal, or Calgary.
• Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements - what you need to know.

Team Overview:

The Digital & Technology Solutions (DTS) group, led by the Chief Information Officer, was established in 2023 with the mission of empowering our customers and colleagues to take on the world by seamlessly delivering secure, reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.

• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.

• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.

• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.

Within DTS, the Enterprise IT Service Management (ITSM) Practice Team establishes, governs, and continuously improves enterprise service management practices that support operational excellence and service reliability across EDC. The team provides leadership and governance for key ITSM practices, including IT Incident Management, Major Incident Management, Problem Management, Change Enablement, and Knowledge Management.

The Enterprise ITSM Practice Team partners closely with Service Desk, IT Operations, Product Teams, Platform Teams, Cyber Security, and Technology Leadership to ensure services are delivered consistently, risks are effectively managed, and service management practices continue to mature in alignment with industry standards and EDC's strategic objectives.

To support this mission, the Enterprise ITSM Practice Team is seeking a Sr. IT Incident Mgmt. Analyst to lead the governance, continual improvement, and maturity of EDC's Incident Management and Major Incident Management practices.

This role establishes and maintains enterprise standards, governance, performance measurement, and continual improvement initiatives that enhance service restoration, reduce business impact, and improve organizational resilience. The successful candidate will act as the enterprise authority for Incident Management, driving adoption of best practices and ensuring alignment with ITIL principles and organizational objectives.

If you are passionate about service management, operational excellence, governance, and driving meaningful improvements across a complex enterprise environment, we'd love to hear from you.

What you will be doing:

IT Incident Management Practice Ownership:

• Own and govern EDC's Enterprise IT Incident Management Practice.

• Establish, maintain, and continuously improve Incident Management standards, processes, procedures, and support documentation.

• Ensure alignment with ITIL best practices and EDC governance requirements.

• Define process performance objectives and measures that support business outcomes.

• Maintain the Incident Management service definition and supporting governance artifacts.

IT Major Incident Management Governance:

• Own and govern EDC's IT Major Incident Management framework.

• Facilitate continual improvement of major incident processes, roles, accountabilities, and escalation models.

• Lead post-major incident review activities and ensure corrective actions are tracked to completion.

• Develop standards and guidance for communications during major incidents.

• Analyze major incident trends and recommend improvements to reduce recurrence and business impact.

Monitoring, Reporting and Insights:

• Establish and maintain IT Incident Management metrics, KPIs, and performance dashboards.

• Analyze incident trends to identify opportunities for process improvement and risk reduction.

• Provide regular reporting to operational leaders and executive stakeholders.

• Measure and communicate the value and effectiveness of the Incident Management practice.

Governance and Compliance:

• Monitor adherence to IT Incident Management policies, standards, and procedures.

• Conduct practice assessments and process health reviews.

• Identify governance risks and recommend mitigation strategies.

• Ensure audit and compliance requirements are incorporated into the practice.

• Partner with Risk, Audit, Security, and Operational teams to strengthen service resilience.

Stakeholder Engagement and Enablement:

• Build strong relationships across Service Desk, Operations, Platform Teams, Product Teams, Cyber Security, and business stakeholders.

• Facilitate working groups and Communities of Practice to strengthen incident management capabilities.

• Provide guidance and coaching on Incident Management and Major Incident Management best practices.

• Support training, awareness, and adoption of process improvements across DTS.

Continual Improvement:

• Lead strategic initiatives that enhance incident response effectiveness and service restoration capabilities.

• Drive automation, workflow optimization, and report improvements within ServiceNow and other supporting platforms.

• Maintain a prioritized roadmap of IT Incident Management improvements.

• Leverage lessons learned, industry trends, and emerging practices to mature EDC's Incident Management capabilities.

What we are looking for:

• Post-secondary degree in Information Technology, Business, Engineering, or a related discipline.

• Minimum 7 years of experience in IT Service Management, Incident Management, Operations, Service Delivery, or related disciplines.

• Demonstrated experience owning or leading Incident Management, Major Incident Management, or operational governance practices.

• Strong understanding of ITIL principles and service management best practices.

• Experience developing governance frameworks, standards, procedures, and performance metrics.

• Strong analytical and problem-solving skills with the ability to translate operational data into actionable insights.

• Experience working with enterprise service management platforms such as ServiceNow.

• Proven ability to influence stakeholders and drive change in complex organizational environments.

• Excellent facilitation, communication, and presentation skills.

• Experience communicating with both technical and executive audiences.

• Strong organizational and relationship management skills.

What will make you stand out:

• ITIL Foundation, ITIL Practice Manager, ITIL Managing Professional, or other relevant ITSM certifications.

• Experience leading or coordinating Major Incident response activities.

• Experience conducting Major Incident Reviews and facilitating lessons learned sessions.

• Experience developing KPI frameworks, executive dashboards, and operational reporting.

• Knowledge of Problem Management, Change Enablement, Service Level Management, and other ITIL practices.

• Experience in financial services, government, Crown corporations, or highly regulated environments.

• Experience driving service management maturity initiatives and organizational change.

• Bilingualism in both official languages (English and French).

Eligibility:

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section.

This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date. Ready to make a difference? This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.

Apply today!

Want to learn more about EDC? Check our website at https://www.edc.ca