Incident Coordinator
Role Overview
Incident Coordinator in UHN Digital, within ITSM Operations, at Princess Margaret Cancer Centre.
Replacement position reporting to a manager; one vacancy.
Key Skills for This Role
Full Job Posting
Role overview
Incident Coordinator in UHN Digital, within ITSM Operations, at Princess Margaret Cancer Centre.
Replacement position reporting to a manager; one vacancy.
Responsibilities
- Enforce ITIL-based Incident Management processes and support their adoption across the organization.
- Coordinate technical calls and restoration efforts with technical groups, resources, and vendors.
- Organize Major Incident Review Meetings, document outcomes and metrics, and hand off appropriately to Problem Management.
- Send timely incident communications, provide end-user updates, and maintain knowledge articles.
- Review incident priorities and categories, identify trends and support gaps, recommend mitigations, and escalate as needed.
- Run and report on ITSM incident metrics and KPIs; recommend improvements to incident methodology.
- Participate in CAB and business meetings; document work in the incident and problem management tool.
- Enter time in the Time Capture System and maintain UHN Emergency Fan Out.
Qualifications
- Two-year community college program in Computer Science or Information Technology, or recognized equivalent.
- ITIL v3 Foundations and at least three years of related experience are required.
- Knowledge and experience with Incident, Problem, and Change Management principles, methodologies, and tools are required.
- Working knowledge of Windows 11, Microsoft Office, and Outlook; experience with an ITSM tool is required.
- ServiceNow and intermediate certification (PPO/RCV or ST/SO) are preferred; managed service vendor and healthcare experience are assets.
- Leadership, project, organizational, customer service, and issue-analysis skills are required.
Hours and availability
- 37.5 hours per week.
- Rotating after-hours on-call availability is required for 24/7/365 coverage.
Compensation and status
- Temporary full-time position for up to one year.
- Salary range is CAD 67,405 to CAD 101,108 per annum.
About UHN
University Health Network is a publicly funded research hospital network affiliated with the University of Toronto.
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