Incident and Problem Analyst

6-month contract Incident and Problem Analyst supporting the global technology organization of an enterprise organization with hybrid work located in Vancouver.

• 6-month contract Incident and Problem Analyst role.
• Global enterprise organization.
• 3 days a week onsite hybrid work environment.

As a result of investment into service excellence our global client is looking to add a contract incident and problem analyst to their team. In this role you will be instrumental in ensuring the seamless operation of their services. You will lead the charge in managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions, ensuring swift resolution and minimal impact on our operations. Additionally, you will focus on implementing long-term fixes to production issues, enhancing the overall stability and reliability of their services. In this role you will perform governance tasks for Incident and Problem Management, including trend analysis, post-implementation reviews (PIR), and supporting Root Cause Analysis efforts.  You will also manage and participate in the Major Incident Management process, ensuring effective governance and communication with stakeholders. This is a great opportunity to join this growing team delivering major ROI to the business.

This client is one of the most recognizable Canadian brands, a true Vancouver success story who has expanded globally. They are well known for their corporate culture and has won major awards for their accomplishments. They have invested majorly in technology and have had an incredibly successful past few years, including a major strategic acquisition. They have an all-star leadership team who keeps you accountable and provides support while still affording you tremendous autonomy. They are located close to rapid transit in newly renovated offices in downtown Vancouver and a hybrid work policy, 3 days a week in office.

You will bring the following education, skills and experience to the role:

• Minimum of 3 years’ experience in an ITIL process lead role.
• Information Technology Infrastructure Library (ITIL) Version 4 Foundation Certification or greater.
• Must be able to work occasional weekends and evenings for regular Major Incident Management reviews.
• Experience in managing and administering ServiceNow and PagerDuty as incident management tools.

This role pays between $55-65 per hour.

If the sound of this opportunity excites you, and you’re confident that it’s a good fit for your experience and career goals, then we’d love to hear from you! Please send your updated resume to us by applying to this posting and one of our awesome team of recruiters will be in touch.