Major Incident Management Specialist - Express Scripts Canada
Core
Central coordinator for critical, high-severity technology incidents, leading cross-functional teams to restore services and manage executive communications.
Role type
Senior IC major incident management specialist
Builds
IT service stability and operational governance for a health benefits management company
Domain
Health benefits management / IT Service Management
Required skills
Major incident management, Problem management, Change management, ITIL v4, ServiceNow, root cause analysis, stakeholder communication, documentation, process improvement
Preferred skills
ServiceNow administrator certification
Technologies
ServiceNow
Responsibilities
Lead and champion the Major Incident Management process; Coordinate with technical teams and business stakeholders; Prepare and distribute incident communications including French translations; Maintain incident management documentation and SOPs; Support Problem Management activities; Identify recurring issues and implement long-term solutions; Provide backup support for Change Management activities
Seniority
Mid-Senior, hands-on IC