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