Job Title: Incident & Problem Analyst (Contract to hire)
Location: Toronto, ON (Remote) (Must be able to go on-site once every month or couple of months for manager meetings)
Duration: 6 Month (Contract to hire)
Occasional "On-Call" required
Interview process: 2 virtual (looking to make a decision quickly)

The Capital Incident & Problem Analyst is a technical subject matter generalist and a procedural subject matter expert with Incident Management supporting both internal and customer-facing IT services. The Specialist will leverage a depth of Incident Management experience to ensure rapid detection and triage of incidents facilitating service recovery, and to promote resiliency through timely and thorough Problem Management. The Specialist will have excellent written and verbal COMMUNICATION skills and be comfortable presenting sensitive information to a broad audience of business and technical executives.  This role reports into the Director, Incident /Problem Management. 
 
Functions:
 

• Provide critical leadership in the remediation of incidents affecting the Capital Market space.
• Actively participate as a stakeholder in Major incidents.
• Provide timely and insightful incident updates to a large audience of business and technical partners.
• Manage assigned incidents and problems using ServiceNow and following ITIL principles.
• Lead periodic problem review sessions and incident post-mortems.
• Drive improvements to organizational resiliency using data analytics to identify incident trends and themes.
• Prepare and enhance availability and stability metrics reporting and dashboarding using ServiceNow and Power Bi.
• Participate in periodic CABs to challenge upcoming changes and ensure awareness of potential issues or outages.
• Prepare and enhance team knowledge base documents using SharePoint and Confluence.
• Leverage industry expertise and data-based insights to improve the whole lifecycle of services from inception and design through to deployment, operation, and refinement.
• Occasional On call requirement.

 
Knowledge:
 

• Undergraduate degree in Computer Science or a related technical field, or equivalent practical experience. 2 to 4 years experience.
• Capital Market experience will be an asset.
• ITIL Certification required.
• Experience with Applications, operating systems and/or networking (TCP/IP, routing, network topologies and hardware, etc.).
• Experience analyzing and troubleshooting large-scale distributed systems.
• ITIL-aligned systematic problem-solving approach, coupled with effective communication skills and a sense of ownership and accountability.

 
 
Skills:
 

• Extensive investigative and diagnostic skills.
• Advanced technical skills and is able to learn and apply new skills quickly.
• Solid relationship management, communication, and coaching skills.
• Solid facilitation, conflict management, and negotiation skills.
• Skilled at decision making in stressful conditions.

  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 40.00/hr.