Major Incident Management Specialist

Location: Hybrid role based at 300 - 6985 Financial Drive, Mississauga, Ontario, Canada

Salary: CAD 65,000–70,000 annually

Company

Express Scripts Canada is a health benefits management company and subsidiary of hirify.global, providing information management systems and pharmacy benefit solutions for Canadian insurers, administrators, governments, and plan members.

What you will do

• Lead the Major Incident Management process, coordinating escalations, meetings, and service restoration activities.
• Coordinate technical teams and business stakeholders while preparing and distributing incident status communications.
• Manage incident documentation, knowledge articles, Standard Operating Procedures, known issues, and workarounds.
• Support Problem Management through root cause analysis, recurring issue identification, and continuous improvement.
• Produce monthly incident reports and provide backup support for Change Management activities.
• Coordinate French translations for incident communications when required.

Requirements

• Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline, or equivalent relevant experience.
• 2–4+ years of experience in Major Incident Management, Problem Management, Change Management, and the IT service management lifecycle.
• ITIL Foundation v4 or higher certification required.
• Experience with ServiceNow required; ServiceNow administrator certification is preferred.
• Strong analytical, troubleshooting, customer service, communication, and issue-resolution skills.
• Successful candidates must complete reference checks, background verification, and obtain an Enhanced Reliability Clearance when required for the position.

Nice to have

• ServiceNow administrator certification.
• Experience coordinating French translations.

Culture & Benefits

• Competitive compensation, benefits, and pension plan.
• Flexible work options and wellness programs.
• Career development and advancement opportunities.
• Work environment focused on innovation, collaboration, integrity, service, and inclusion.
• Accessible and barrier-free workplace with accommodation available for candidates with disabilities.

Hiring process

• AI-powered tools may be used for video interviews, note-taking, and candidate scoring; hiring managers and the Talent team review all scores.
• Employment offers are conditional upon reference checks and background verification.