LOVE WHAT YOU DO
Work is a big part of our lives, so it makes sense to choose a company that offers truly rewarding work. At Economical Insurance®, your contributions, creativity, and energy won’t go to waste. Our passionate culture and pioneering mentality infuse everything we do, which is why our one-million-plus policyholders know we’ll protect their homes, businesses, farms, cars, and pets like they’re our own.
We’re not afraid to see how far we can push the envelope to make insurance better. Our family of companies includes Sonnet, the only Canadian home and auto insurer offering a fully online buying experience, and Petline, the largest Canadian pet insurance company. We’re also preparing to become a publicly traded company, a once-in-a-lifetime career opportunity for everyone who joins our team.
If you’re looking for a company that takes care of its people — and its customers — and has a track record of doing big things, get ready to love it here.
What can you expect in this role?
Own the (ITIL-based) incident and problem management process
Coordinate the right resources to ensure the restoration of service following an event that disrupts or reduces service quality to minimize impact on IT and business operations
Ensure continuous improvement of processes and tooling required to effectively deliver incident and problem management services
Incident and Problem Diagnosis, Resolution & Escalation:
Facilitates and coordinates the investigation and diagnosis of incidents
Authorizes the resolution of major incidents based on the recovery of the service
Works with the Help / Service Desk, Triage, support groups, IT management, partners and vendors to proactively identify and manage resolution of recurring and repeat incidents through effective trending and root cause analysis
Ensures timely communication of status and resolution to stakeholders through the Service Desk, email templates, and other defined communications channels
Classifies incidents and problems by impact and urgency,
Authorizes the resolution of incidents and problems after they are fully resolved and accepted by end users
Assist with Change Management duties after hours while working closely with the Change Management team to support the incident and problem process.
Documentation and Reporting:
Maintain a correct historical record of incident and problem related information, producing management reports as needed, monitoring, tracking, and communicating incident and problem status
Reviews incident and problem tickets for completeness and quality information
Assists in developing and reporting on appropriate metrics to measure the effectiveness of incident and problem management activities
Process Training & Continuous Improvement:
Adheres to a standardized (ITIL-based) incident & problem management process
Creates, updates and disseminates knowledge articles related to incidents and problems, as necessary
Creates and updates documentation related to the incident and problem management process
Is responsible for continuous improvement of the incident and problem management process and tools to increase efficiency and effectiveness
Works closely with the Change Manager to ensure alignment and seamlessness between incident, problem and change management
Works with IT leadership to ensure that Service Desk and other IT teams understand and follow the standardized incident and problem management process; this may involve providing training and/or advice to other teams
Holds regular meetings with relevant IT groups to review on-going issues and activities including post-mortems on major incidents as required
Helps manage incident SLAs and key performance indicators where appropriate, with accurate reporting to key stakeholders
What do you bring to the role?
University Degree or college diploma in computer science, information systems or a related discipline
5+ years of experience working in Information Technology
2+ years of experience core Incident Management, Problem Management experience
Experience in running a Major Incident Conference Bridge
Ability to collect and interpret computer performance data and conduct ticket analysis for the purpose of identifying trends and recommending actions
Ability to work in a productive and cooperative way with a variety of people ranging from VPs to individual contributors and support staff
Experience with IT Service Management ticketing systems (ServiceNow)
Experience with Microsoft Outlook, Word, Excel, and PowerPoint
Relevant industry-related certifications (e.g. ITIL, MCSE, MCP, Net+, A+) is a great asset
Experience with SharePoint, Confluence/ Jira is an asset
Motivated and you are capable of taking action without significant supervision
Demonstrated an ability to collaborate with others, within and outside of IT, to achieve results
Highly flexible and able to quickly adapt to changing priorities
Iimpeccable written and verbal communication skills
You put a high emphasis on providing the best customer service and experience possible
We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.
Go ahead and expect a lot — you deserve it.
Competitive salaries, with potential for an annual raise and bonus
Pension and savings programs, with company-matched RRSP contributions
Generous time away, including vacation and personal needs days
Paid volunteer days and company matching on charitable donations
Educational resources, tuition assistance, and paid time off to study for exams
Two annual wellness campaigns — participants earn up to $300 each year to spend on almost anything supporting health and work-life balance (think things like spa days, daycare, pet grooming)
An unlimited employee referral bonus program
Flexible work schedule
Discounts on products and services
HOW TO APPLY
To complete the online application process, you’ll need to upload your resume and cover letter in one document. The posting will close at midnight on the deadline date; in order to successfully apply, please ensure your application is submitted by 11:59 p.m. the day before the deadline.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: email@example.com.
Visit economical.com to learn more about us and what we’re up to.