Incident Management Analyst

Position Description:

Are you a motivated individual who thrives on challenges and is looking for a dynamic work environment where professional growth is encouraged The Payroll Service Center offers a workplace with strong team synergy access to cuttingedge technological tools and close collaboration with the leadership of a global company like CGI.

If youre looking to take on new daily challenges develop your management skills (communication leadership decisionmaking etc.) and step into a role with a meaningful level of authority this is the perfect opportunity to join our team.

As an Incident Management Analyst you play a highly visible role and are responsible for coordinating and resolving outages and incidents. You also ensure ticket updates manage functional and hierarchical escalations and contribute to problemmanagement activities.

Your future duties and responsibilities:

Incident and Outage Management
- Ensure and coordinate the rapid restoration of services to minimize impact on client operations.
- Analyze and assess the impact of incidents or outages.
- Mobilize the necessary resources to restore service within expected timelines.
- Support teams in making informed decisions when needed.
- Monitor and coordinate the progression of outages and incidents until resolution.
- Manage functional and managerial escalations as required.
- Ensure the appropriate support team is assigned and actively working on the resolution.
- Provide clear and regular updates to stakeholders.
- Organize conference calls involving multiple teams when necessary.
- Confirm resolution with the end user or support team.
- Facilitate and coordinate management activities when resolution spans multiple shifts.

Problem Management
- Initiate incident reviews.
- Manage the problemmanagement process.
- Produce trend analysis reports related to incidents.
- Identify recurring issues and coordinate rootcause analyses.
- Lead rootcause analysis meetings for incidents or outages requiring formal review.
- Organize informal reviews with relevant teams to assess the status and progress of problems.
- Organize and facilitate official problemmanagement review sessions.
- Ensure all incidents and problems are properly logged and documented in the ticketing tool (Jira ITSM etc.).
- Identify improvement opportunities and contribute to procedure enhancements.
- Measure and analyze key indicators (mean time to resolution SLA compliance recurrence etc.).

Change Management
- Identify changes that may impact operations.
- Collaborate with the changemanagement team to reduce the risk of incidents related to modifications.
- Participate in postdeployment (postMEP) meetings.

Required qualifications to be successful in this role:

- Ability to manage critical situations and make quick decisions.
- Strong problemsolving skills.
- Excellent listening synthesis and rapid decisionmaking abilities.
- Previous experience managing or participating in major incidents.
- Ability to understand and simplify complex technical issues.
- Natural leadership especially under high stress.
- Strong sense of urgency.
- Excellent communication skills.
- Analytical mindset and initiative.
- Bilingualism (FrenchEnglish spoken and written).
- Availability for oncall periods outside regular business hours.
- Strong interpersonal skills and ease in critical situations requiring clarity on responsibilities and accountability.

Preferred Skills
- Experience with the Microsoft Office suite.
- Strong proficiency in Microsoft Excel especially dataanalysis functions.
- Ability to manage multiple files simultaneously.
- Good knowledge of network technologies.

Education and Certifications
- College diploma in IT or equivalent experience.
- 3 to 5 years of experience in IT support (help desk server or network administration etc.).

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level geographic market experience and training and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50 000$100 000. This role is an existing vacancy.

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• English
• French
• Customer Service & Support
• Incident Management
• Issue Management

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our teamone of the largest IT and business consulting services firms in the world.