Senior Analyst, Problem Management

1 month ago

Toronto, Ontario, Canada Interac Corp. Full time

Position Overview:

As a Senior Analyst in Problem Management at Interac Corp., you will play a pivotal role in enhancing our operational services. Our mission is to empower Canadians with control over their finances, and your contributions will be vital in shaping the future of the digital economy.

Key Responsibilities:

  • Oversee the lifecycle of significant problems, focusing on reducing both financial and reputational risks.
  • Facilitate Post Implementation Reviews (PIRs) following the resolution of critical incidents.
  • Collaborate with support teams, product owners, and stakeholders to identify gaps in technology or processes that lead to service disruptions, and develop remediation strategies.
  • Conduct thorough root cause analyses and implement both short-term and long-term solutions.
  • Assess service impacts in complex environments and coordinate IT functions for timely incident resolution.
  • Manage communications with stakeholders, ensuring seamless escalation and updates.
  • Influence and enable resources among stakeholders and support teams to facilitate effective problem resolution.
  • Promote awareness of operational gaps and opportunities for improvement.
  • Create and distribute weekly and monthly problem metrics and KPIs.
  • Champion Continuous Service Improvements (CSI) across all operational processes, including Problem Management.
  • Support governance activities with vendors to ensure critical issues are escalated appropriately.
  • Provide ongoing support to application teams throughout the problem management lifecycle.

Qualifications:

  • 5-7 years of progressive experience in IT operations, with a focus on service management and delivery.
  • 2-3 years of experience in leading the resolution of critical incidents within Incident or Problem Management environments.
  • Strong understanding of IT service management and ITIL best practices, coupled with a customer-centric approach.
  • Excellent analytical and problem-solving skills, with the ability to present clear and effective solutions.
  • Exceptional verbal and written communication skills, capable of engaging with diverse stakeholders.
  • A collaborative team player with a proactive attitude and a commitment to adding value.
  • Meticulous attention to detail, strong organizational skills, and effective time management.
  • Ability to work independently as well as collaboratively within a team.
  • Good interpersonal skills and the ability to build relationships.
  • ITIL V3 certification or higher is required.
  • Experience with tools such as ServiceNow, JIRA, SharePoint, and Confluence is advantageous.
  • Knowledge of ITIL best practices across the IT Service Management framework.

Essential Skills:

  • Ability to influence stakeholders effectively.
  • Strong communication and presentation skills.
  • Excellent time management and organizational abilities.
  • Self-motivated and directed.
  • Intermediate knowledge of ITSM/ITIL practices.
  • Facilitation and interpersonal skills.

Preferred Skills:

  • Operational understanding of payment systems technology, with the ability to articulate technical concepts in business terms.
  • ITIL V4 certification is a plus.

Company Culture:
At Interac, we believe that exceptional talent drives innovation. Our culture fosters excellence and rewards contributions, emphasizing collaboration, core values, and professional development.

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