Sr. IT Incident Management Analyst - EN 989

About this role

Application deadline: October 12, 2026, 12:00PM ET
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.
Position: Sr. IT Incident Management Analyst
Employment Type: Permanent

Compensation Details:

• Service Delivery Manager 18: Salaries typically range from $96,557 to $128,743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:

• Export Development Canada operates in a hybrid work environment, with a current requirement three in-office days per week (subject to change).

• This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Montreal, or Calgary.

• Relocation assistance is available for candidates who meet the eligibility criteria.

Internal Employees, please consult the ServiceNow article entitled Internal movements – what you need to know.

About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?

• Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.

• Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.

• Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.

• Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.

• Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.

• Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview:
The Digital & Technology Solutions (DTS) group, led by the Chief Information Officer, was established in 2023 with the mission of empowering our customers and colleagues to take on the world by seamlessly delivering secure, reliable digital experiences. Digital & Technology Solutions has set out to achieve the following objectives for EDC:

• Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.

• Establish and manage the rolling 3 Year Digital Roadmap that sequences the technology outcomes required to achieve the technology target state and facilitate its execution across all domains in the organization.

• Keep pace with industry trends and emerging technologies, ensuring EDC has access to the digital technology tools it needs to stay relevant in the market and grow Canadian global trade.

• Lead and ensure integrated digital, data, infrastructure, and cybersecurity implementations to create excellent customer, user, and employee experiences.
Within DTS, the Enterprise IT Service Management (ITSM) Practice Team establishes, governs, and continuously improves enterprise service management practices that support operational excellence and service reliability across EDC. The team provides leadership and governance for key ITSM practices, including IT Incident Management, Major Incident Management, Problem Management, Change Enablement, and Knowledge Management.
The Enterprise ITSM Practice Team partners closely with Service Desk, IT Operations, Product Teams, Platform Teams, Cyber Security, and Technology Leadership to ensure services are delivered consistently, risks are effectively managed, and service management practices continue to mature in alignment with industry standards and EDC's strategic objectives.
To support this mission, the Enterprise ITSM Practice Team is seeking a Sr. IT Incident Mgmt. Analyst to lead the governance, continual improvement, and maturity of EDC's Incident Management and Major Incident Management practices.
This role establishes and maintains enterprise standards, governance, performance measurement, and continual improvement initiatives that enhance service restoration, reduce business impact, and improve organizational resilience. The successful candidate will act as the enterprise authority for Incident Management, driving adoption of best practices and ensuring alignment with ITIL principles and organizational objectives.
If you are passionate about service management, operational excellence, governance, and driving meaningful improvements across a complex enterprise environment, we'd love to hear from you.

What you will be doing:
IT Incident Management Practice Ownership:

• Own and govern EDC's Enterprise IT Incident Management Practice.

• Establish, maintain, and continuously improve Incident Management standards, processes, procedures, and support documentation.

• Ensure alignment with ITIL best practices and EDC governance requirements.

• Define process performance objectives and measures that support business outcomes.

• Maintain the Incident Management service definition and supporting governance artifacts.
IT Major Incident Management Governance:

• Own and govern EDC's IT Major Incident Management framework.

• Facilitate continual improvement of major incident processes, roles, accountabilities, and escalation models.

• Lead post-major incident review activities and ensure corrective actions are tracked to completion.

• Develop standards and guidance for communications during major incidents.

• Analyze major incident trends…