# Major Incident Management Specialist

**Company**: Express Scripts Canada
**Location**: Mississauga, ON
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $65,000 to $70,000 annually
**Category**: IT
**Industry**: Healthcare

**Apply**: https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Mississauga-ON/Major-Incident-Management-Specialist---Express-Scripts-Canada_26012082?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c8d742e7-da1

## Description

Express Scripts Canada (ESC) is seeking a highly motivated and service-oriented Major Incident Management Specialist to join our IT Support Services team. The ideal candidate brings strong analytical and troubleshooting abilities, a passion for technology, and a commitment to continuous learning and operational excellence.

The Major Incident Management Specialist serves as the central coordinator during critical, high-severity technology incidents. This role leads cross-functional technical teams, manages executive communications, and ensures adherence to operational governance to restore services as quickly as possible. The specialist drives structured problem-solving, maintains comprehensive documentation, and facilitates post-incident reviews to reduce the risk of future occurrences.

Drawing on prior major incident management experience, you confidently assess, prioritize, and manage major incidents while leading ESC's major incident management process from initial reporting through resolution. Strong customer service and communication skills enable you to collaborate effectively with the service desk, business stakeholders, and technical teams to resolve issues and manage incidents efficiently.

The Major Incident Management Specialist develops and maintains knowledge articles, Standard Operating Procedures (SOPs), and produces monthly incident reports.

**Key Responsibilities:**

- Lead and champion the Major Incident Management process to ensure service is restored as quickly as possible through effective coordination, appropriate escalation, and meeting facilitation.

- Coordinate and collaborate with technical teams and business stakeholders to drive incident resolution and communicate status updates.

- Prepare and distribute incident communications, including coordinating French translations when required.

- Maintain incident management documentation, procedures, and supporting artifacts.

- Identify opportunities to improve and mature incident management processes.

- Support Problem Management activities with a focus on root cause analysis and continuous improvement.

- Identify recurring issues and collaborate with support teams to implement long-term solutions.

- Document known issues and workarounds.

- Provide backup support for Change Management activities as needed.

**What We’re Looking For:**

- Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline; an equivalent combination of education and relevant experience will also be considered.

- 2-4+ years of experience in Major Incident Management, Problem Management, Change Management, and IT service management lifecycle.

- ITIL Foundation v4+ certification required.

- Experience with ServiceNow; ServiceNow administrator certification preferred.

- Excellent customer service skills with a focus on timely and professional issue resolution.

**Why Join Us?**

- Competitive compensation, benefits, and pension plan

- Career development and advancement opportunities

- A culture that celebrates innovation and collaboration

- Flexible work options and wellness programs

## Skills

### Required
- ITIL Foundation v4+
- ServiceNow
- Major Incident Management
- Problem Management
- Change Management
- IT service management

### Nice to have
- ServiceNow administrator certification

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Source: [Apply at cigna.wd5.myworkdayjobs.com](https://cigna.wd5.myworkdayjobs.com/en-US/cignacareers/job/Mississauga-ON/Major-Incident-Management-Specialist---Express-Scripts-Canada_26012082?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)