Job Description

At CAAT, we're passionate about what we do. And it shows!



Here, you'll find a cultural spark in everything we do - from the way we partner with members and employers, to the way we work, collaborate, and grow. It doesn't just feel different at CAAT. It is different. We're one of the fastest-growing pensions in the country for a reason. We challenge the status quo, making a real impact on the hundreds of employers we serve - from education institutions to major corporations and household brands. And we're just getting started. Driven by core values and a shared purpose, we're fierce champions for better retirement security, known for our can-do culture where everyone plays a role in bringing our vision to life. If this sounds like a fit, we'd love you to be a part of it.

About the Role:

We are seeking an

Incident Management Analyst

to join our IT support team, responsible for ensuring the effective triage, tracking, follow-up and resolution of all incoming requests. This role will require the individual to prioritize and manage incidents, tickets and Service Now requests and act as the incident response facilitator for major incidents, while facilitating communication through bridges and ensuring timely resolution. In addition, the analyst will collaborate closely with the ITSM team to support ongoing analysis and improvements to service.

As the Newest Member of our Team, You'll:

Take ownership of all incoming tickets, ensure proper triage and follow-up to resolution. Act as bridge between ITSM team and departments for effectively addressing outstanding tickets and Service Now requests. Lead the ticket and incident review meetings, following up on aging and open tickets. Act as the incident facilitator during critical outages, leading the coordination of the response and maintaining clear communication with stakeholders. Help manage and monitor incident escalations, ensuring timely resolution and root cause analysis is conducted post-incident. Collaborate with the ITSM team to support the analysis of service management processes and assist with ongoing improvements. Maintain documentation of incident management activities, ensuring that processes and outcomes are clearly communicated to all involved stakeholders. Work closely with other IT teams to ensure that the ticket lifecycle is properly managed, from submission to resolution. Develop and maintain incident reports and dashboards to track trends and performance. Coordinate the post incident review process and create required documentation to summarize the incidents, resolution/workarounds and preliminary root cause analysis.

To Succeed, You Bring:

A post-secondary education in an Information Technology field with three (3) to five (5) years of experience or equivalent. Hands-on experience with the ServiceNow platform is required. Solid understanding of ITIL frameworks and incident management processes. ITIL v3 or v4 Foundation Certification preferred. Experience in IT support, incident management, or service desk operations. Experience managing major incidents and outages, including the coordination of virtual bridges and cross-functional teams. A strong analytical mindset, skilled in identifying process improvements, triaging and prioritizing high ticket volumes, and driving operational excellence through continuous improvement and SLA adherence. Effective communications and collaboration skills, adept at managing stakeholders, lead incident response under pressure, and work cross-functionally to deliver results in dynamic, fast-paced environments.

At CAAT, we believe innovation, passion, and purpose are ingredients for a great work environment. We're incredibly proud of our people and the remarkable impact they have as catalysts for change. We're committed to attracting and keeping great talent, which means competitive compensation, exceptional benefits, and an environment where people can grow and thrive. When you work with CAAT, you'll enjoy:

Opportunities to Build a Better You:

We never stand still. As we grow, so do you. Enjoy a place that provides endless opportunities to learn and master your skills while cultivating new ones.

Comprehensive & Holistic Care:

Be at your best with a Total Rewards program that feeds and prioritizes your physical, mental, and financial wellness. From flexible work arrangements, comprehensive benefits to wellness incentives, and a defined benefit pension plan - we have you covered.

A Place to Collaborate and Win:

We've built a lively environment where creativity and open communication thrive. It's why we're consistently recognized as one of 'Canada's Most Admired Corporate Cultures', one of 'Greater Toronto's Top Employers', and one of the 'Best Places to Work'*.

Work that Truly Matters.

You're giving Canadians the opportunity for better retirement security, and organizations the chance to do more.


If you believe that Canadians deserve a future where a secure lifetime retirement income contributes to their financial and overall well-being, then CAAT could be the right fit for you. Start your journey with us today. Apply now.


Learn more about us by visiting www.caatpension.ca/careers

Diversity, Equity, Inclusion, and Belonging (DEIB):

DEIB at CAAT means we respect and value the broadest range of experiences, geographies, gender, ethnicities, backgrounds, and perspectives as key elements of our culture. Our vision is to provide an environment where employees can bring their best, professional, authentic, selves to work.

CAAT Pension Plan is an equal opportunity employer, and we will accommodate any needs under the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact us at hr@caatpension.ca or call Human Resources at 416-673-9000 for assistance.