IT INCIDENT MANAGEMENT ANALYST

Strategic opportunity in the insurance industry for a skilled Problem Management Analyst with strong ITIL/ITSM expertise. This hybrid role in Markham emphasizes root cause analysis, continuous service improvement, and collaboration across IT functions. Ideal for professionals with a sharp analytical mindset and leadership drive.

· Conduct root cause analysis (RCA) for all major incidents and recurring issues.
· Develop and enforce the problem management processes and procedures
· Collaborate with incident management teams to ensure timely resolution of problems.
· Maintain and update the Known Error Database (KEDB).
· Monitor and report on problem management metrics and KPIs.
· Facilitate problem review meetings and post-incident reviews.
· Work with cross-functional teams and external vendors/partners to identify and implement permanent solutions.
· Ensure compliance with ITIL best practices and organizational policies.
· Provide training and support to staff on problem management processes.
· Assist with other ITSM functions as needed.