Senior Analyst

3 weeks ago

Calgary, Canada WestJet Full time
Overview of role:

 

The Senior Analyst is responsible for being a lead resource within the team, supporting the various ITIL-based Incident & Problem processes that are key to delivering value to WestJet.

Reporting into the Manager, IT Service Management (ITSM), the Senior Analyst, Incident & Problem Management will ensure the integrity of WestJet’s environments. This role is based on the ITIL best practices, focusing on ITIL functions and integrations with Change, Release, Request, and Knowledge, Management practices areas.

 

The Senior Analyst, Incident & Problem Management will spearhead the design, implementation and sustainment of the Incident and Problem Management processes respectively, with a focus on establishing standardized procedures and guidelines. The Senior Analyst is responsible for pressing Incident and Problem resolution, working collaboratively with other IT teams to identify Incident trends, initiate Problem records and overall provide guidance to WestJet to avoid incidents.

 

This role also oversees proactive research and analysis into Incident and Problem causes, providing reporting and metrics to the Senior Leadership Team following Major Incident(s) and/or service restoration on a regular cadence.  The Senior Analyst, Incident & Problem Management is a key member of the ITSM operational support team and seeks to build relationships across the IT organization. This role is responsible for contributing to a continuous improvement model within the team, and WestJet.

 

Key deliverables / responsibilities include:

  • Take responsibility in the governance of the Incident and Problem Management end to end process, with cross Technology teams and external vendors, ensuring all KPI’s are met, and a high standard of management and reporting are consistently achieved.
  • Participates in a 24/7/365 On-Call Rotation as a Major Incident Manager, supporting Priority 1 & 2 Level Incident response as an Incident Commander.
    • Coordinates various IT Service/Product teams to drive effective and timely resolution for Incidents
    • Acts as the primary POC for post-incident reviews, in collaboration with the Problem Management team
  • Manages and owns Major Incidents from identification, restoration, closure and post-mortem, with a focus on driving a culture of “solution over blame”
  • Drives the Root Cause Analysis for Incident and Problem, collaborating with IT Product teams to drive SLA’s
  • Coordinates various IT Product and Service teams to facilitate effective and timely resolution for Incidents & Problems
  • Regular review of Incidents across the service base to identify emerging trends, higher priority issues and potential Problem candidates
  • Works closely with IT Enterprise Monitoring and IT Operations Centre to proactively avoid high priority Incidents
  • Lead Post Incident Reviews and Major Incident Reviews with IT members
  • Track and manage Problem Records, providing reporting and updates to internal and external stakeholders
  • Lead the training and education for Incident and Problem processes and procedures across the IT organization
  • Drive continuous improvement across Incident and Problem, with a holistic view on IT Service Management
  • Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within, provides insights and expertise where required
  • Development of Knowledge articles to drive education across the IT organization
  • Participation in relevant audits if required
  • Mentorship of Analyst group within the wider team
     

Experience and qualifications:

  • Bachelor's degree in Technical Field or Recognized Industry Standard Post-Secondary Certification or Equivalent
  • 6+ years of professional experience directly aligned to ITIL Service Management practices for Incident and Problem Management
  • 6+ years of experience as a Major Incident Manager, running and facilitating Incident response to Priority 1 & 2 (or Severity 1 & 2) Incidents
  • Additional experience with Change Management, Knowledge Management and Request fulfillment is considered a strong asset
  • ITIL Certification, with a demonstrated delivery of service quality within an ITIL framework
  • Strong proficiency with ServiceNow
  • Aviation industry knowledge is considered an asset
  • Strong experience in managing Incident reviews, with demonstrated facilitation skills
  • Excellent documentation, written/verbal skills
  • Excellent time management skills, ability to manage multiple items
  • Demonstrated initiative and solution orientation, with a track record of putting ideas forward and presenting them upward
  • Skilled in developing effective presentation materials for target audiences at all levels of the business, and with both technical and non-technical people
  • Builds Trust and Credibility by consistently adhering to the organization’s business principles and values.  Is direct, truthful, and trustworthy by co-workers, vendors, and customers.
  • Committed to results by taking personal responsibility for achieving mutually agreed upon individual/team objectives.
  • Demonstrates a desire to help and serve internal/external customers to meet their needs.
  • Recovers quickly after change, disruptions, or mistakes and can remain productive and focused. Is adaptable and can apply lessons learned in one situation to another situation
  • An understanding of and exposure to DevOps, Scrum and Agile

 

The benefits of being a WestJetter:   

WestJet provides all WestJetters with a competitive total rewards package.  On top of that, we offer:   

  • A fun and friendly culture with colleagues who work together to win  
  • Travel privileges for you and your family, effective from your start date
  • Savings and Benefit programs that are flexible to meet your specific needs  

 

 

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