incident/problem coordinator (itsm analyst) jp1907, Markham

randstad canada
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job details

markham, ontario
job type
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randstad canada
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job description

Our client, a leader in the insurance industry, is looking for an Incident/Problem Coordinator (Jr ITSM analyst) for an initial 6 month contract

The incident/Problem coordinator (ITSM Analyst) performs incident analysis, drives critical coordination and is responsible for administrative tasks necessary to support activities within the Incident Management process.

The incumbent will liaison with all internal IT support teams, vendors, business representatives, upper management and LOB, coordinating the rapid recovery of incidents in a 24 by 7 environment. The incident coordinator also will coordinate the communication of all incidents; ensuring affected users and management receive updates and resolution notifications regularly. The candidate will help facilitate the use of the ITIL framework and actively contribute to and participate in incident identification and severity assessment as well as the overall Incident resolution, including leading Root Cause Analysis Investigations and preventive measures through proper problem management process.

Responsibilities include but are not limited to:

Follow up on day-to-day incidents from start to resolution;

Liaise between client/user and support teams and vendor(s).

Create problem records for all Severity 1 and 2 incidents to find the root cause, determine the possible improvements and proactive measures.

Create problem records for some Severity 3 or 4s where the root cause has not been identified or the incident may be ongoing or reoccurring.

Conduct Problem Review meetings, take minutes, distribute minutes and follow up on all action items to resolution.

In some instances, initiate the incident record (power outages, etc.) and follow up to resolution.

Escalate the incidents to all support groups and identified vendors and follow up to resolution.

Managing severity 1 and 2 incidents by means of:
- Opening a bridge,
- Involving all support teams and vendors,
- Communication with UK Major Incident Team,
- Documentation of the steps taken,
- Incident communication (eMails or otherwise),
- Major incident minutes to be tracked,
- Problem Review to be initiated, setup and documented.
- Enforce Incident Management process organization-wide;
- Contribute to Continual Service and Process Improvement,
- Ensure that all Operational Documents are current and accurate,
-Conduct the daily production meeting, document and distribute minutes,
- Follow up on all stale incident tickets,
- Produce incident reports where required,
- Attend the Change Advisory Board to ensure the timely delivery of Service Level Agreements, Operational Readiness Checklist and Operational -Documents for support purposes of newly introduced applications/services, as well as upgrades and updates,
-Handle the after-hour incident calls end-to-end. (16:00 – 08:00),
-Provide shadow training to anyone interested within the organization,
-Provide feedback on continual improvements,
-Work closely with other Service Management teams including the Service Desk, Change, Problem and Configuration Management and other Support teams,
-Engagement in other organizational activities as required.

Required technical and soft skills:

Basic knowledge of Office 365 products

Knowledge of incident management and work experience

Knowledge of any ITSM ticketing tool

Dedicated quiet office space

Flexibility – able to work long hours to see incidents to resolution when required.

Able to work different shifts

Team player


Good retention skills

Agile with a sense of urgency

Good facilitator on phone with support teams

Good English read/write/comprehension capability

Good documentation capability

Extremely detail oriented

Ability to work overnight when required

Proper high speed internet connection at all times, with possible backup

Multitasking capability

Able to run with incidents on his/her own

Good communication skills - to be able to summarize incidents and reports

Critical thinking
Randstad Professionals Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.