Sr Analyst II Service Management (ITIL)

Location: Quebec, Canada; 100% onsite

Company

hirify.global provides technology and IT services for customers operating across more than 160 global locations.

What you will do

• Acknowledge and assess escalated major incident tickets, confirm classifications and severity, and gather information from users, business owners, and support teams.
• Lead major incident bridge calls and coordinate technical teams and third-party service providers through service restoration.
• Send major incident communications every 30 minutes and maintain incident updates, decisions, attendance, timelines, and actions in Teams and the ITSM system.
• Identify workarounds, provide updates to Global Command Center leadership, and support the resolution of P1 and P2 incidents.
• Support post-incident reviews and finalize AAR/RCA activities within five business days for P1 incidents and ten business days for P2 incidents.
• Identify process gaps, maintain governance documentation, and follow up on corrective actions and residual major incident tasks.

Requirements

• Minimum five years of experience in a similar major incident or service management role.
• At least five years of experience with infrastructure technologies in large-scale, heterogeneous environments.
• ITIL Foundation certification required, with practical experience executing Incident, Change, Problem, and Event/Fault processes in an ITSM environment.
• Strong technical analysis, problem-solving, communication, organization, time management, and follow-up skills.
• Ability to work under pressure, make timely decisions, work different shifts, and lead service restoration with technical teams and service providers.
• Bachelor’s degree or equivalent work experience; experience in highly regulated environments is required.

Culture & Benefits

• Full-time employment with a work model centered on in-person collaboration.
• Participation in a Global Command Center providing 24/7 support coverage.
• Inclusive workplace with reasonable accommodation available for qualified candidates with disabilities and special needs.
• Focus on flexibility that supports wellbeing, productivity, individual work styles, and life circumstances.