Incident and Problem Management Analyst, IT

Job title: Incident and Problem Management Analyst, IT

Job description: Company Description

American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued to prosper for the last eight decades thanks to the dedication of our employees and the ongoing trust and support of our customers.

Become part of team AIM, a growing team with an entrepreneurial spirit who has over the years evolved into a successful and multifaceted company with business divisions that include metal recycling, decommissioning and demolition, auto-parts sales and recycling, manufacturing of solder assemblies, construction waste recycling, and production of customized industrial and mining products.

We take pride in doing good things for the environment to help create a greener, more sustainable future for all.

It’s simple; we do it right. We AIM for excellence.

What we offer!

• Competitive salary + other perks
• Group insurance & RRSP program
• Company-wide events throughout the year (BBQ, Holiday party etc.)
• Free gym on site
• Two cafeterias on site (subsidized meal program available)
• Dynamic & rewarding work environment- work on high-impact, meaningful projects while also having fun!

Job Description

Strategy & Planning

• Oversee and improve the problem management process by integrating best practices wherever possible.
• Iterate on the problem management process using data gathered about the frequency and severity of incidents.
• Declare incidents as major and ensuring that the MIM process is followed, and the incident is resolved promptly.
• Act as the main point of contact for any information about the major incidents, manage the task force, and responsible for communicating to all stakeholders in accordance with established process.

Acquisition & Deployment

• Prepare budget proposals and statements of operational expenses as they relate to problem management.
• Participate in the selection and implementation of software or tools related to problem or major incident process.
• Keep abreast of developments in the world of ITSM, specifically new products, services, and standards that relate to the practice of effective problem and major incident management.

Operational Management

• Lead the problem management team as they work to determine the root cause of IT incidents.
• Conduct root cause analysis meetings, including writing meeting agendas and facilitating the sessions.
• Implement a variety of root cause analysis techniques.
• Track and analyze trends in incident reports and generate statistical reports to inform proactive problem management.

Qualifications

• College diploma or a university degree in a relevant field, or equivalent work experience managing problems and major incidents.
• ITIL Foundation Certification, preferably V4.
• Previous experience as an Incident and/or Problem Manager role.
• Demonstrated experience using ITSM platforms (Ivanti, etc.).
• Minimum 3 years professional IT Service Management experience.
• Demonstrated experience with root cause analysis.
• Reporting and Business Intelligence experience considered an asset.
• Critical thinking and demonstrated root cause investigation methods (5 Whys, KT, Ishikawa etc.).
• Ability to multi-task and prioritize to complete tasks on time.
• Excellent written and verbal communication.
• Data driven decision making.

Additional Information

American Iron & Metal and its subsidiaries is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws.

Although we’d love to be able to speak with everyone that applies, due to the volume of applicants we receive and time constraints, only those selected to move forward will be contacted.

Click Here to Apply

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