Major Incident Management Specialist

Job Title: Major Incident Management Specialist

Location: 300 - 6985 Financial Drive Mississauga ON
Employment Type:  Full-time

Reason for Vacancy: Replacement

Work Arrangement: Hybrid 
Department Name: IT Support Services

Pay Type: Salaried

Pay Range: $65,000 to $70,000 annually

Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role.

About Us:

Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians.

Job Summary:

Express Scripts Canada (ESC) is seeking a highly motivated and service-oriented Major Incident Management Specialist to join our IT Support Services team. The ideal candidate brings strong analytical and troubleshooting abilities, a passion for technology, and a commitment to continuous learning and operational excellence.

The Major Incident Management Specialist serves as the central coordinator during critical, high-severity technology incidents. This role leads cross-functional technical teams, manages executive communications, and ensures adherence to operational governance to restore services as quickly as possible. The specialist drives structured problem-solving, maintains comprehensive documentation, and facilitates post-incident reviews to reduce the risk of future occurrences.

Drawing on prior major incident management experience, you confidently assess, prioritize, and manage major incidents while leading ESC's major incident management process from initial reporting through resolution. Strong customer service and communication skills enable you to collaborate effectively with the service desk, business stakeholders, and technical teams to resolve issues and manage incidents efficiently.

The Major Incident Management Specialist develops and maintains knowledge articles, Standard Operating Procedures (SOPs) and produces monthly incident reports.

Key Responsibilities:

• Lead and champion the Major Incident Management process to ensure service is restored as quickly as possible through effective coordination, appropriate escalation, and meeting facilitation.
• Coordinate and collaborate with technical teams and business stakeholders to drive incident resolution and communicate status updates.
• Prepare and distribute incident communications, including coordinating French translations when required.
• Maintain incident management documentation, procedures, and supporting artifacts.
• Identify opportunities to improve and mature incident management processes.
• Support Problem Management activities with a focus on root cause analysis and continuous improvement.
• Identify recurring issues and collaborate with support teams to implement long-term solutions.
• Document known issues and workarounds.
• Provide backup support for Change Management activities as needed.

What We’re Looking For:   

• Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline; an equivalent combination of education and relevant experience will also be considered.
• 2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle.
• ITIL Foundation v4+ certification required.
• Experience with ServiceNow; ServiceNow administrator certification preferred.
• Excellent customer service skills with a focus on timely and professional issue resolution.

Why Join Us?

• Competitive compensation, benefits and pension plan
• Career development and advancement opportunities
• A culture that celebrates innovation and collaboration
• Flexible work options and wellness programs

Pre-Employment Requirements:

All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment.

Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision.