Job Description

We are hiring a Junior Analyst - Incident and Problem

Reporting To:

Director and Team Lead

Full-Time/Part- Time:

Full-time

Posting Date:

October 15, 2025

Closing Date:

October 31, 2025

Hours of Work:

8:30 a.m. - 5:00 p.m.

Grade:

6.4

Office Location:

Toronto, ON Great location! Steps away from the main public transit station

What we offer:

Highly competitive compensation package which includes, [base salary, bonus,] benefits, and career advancement opportunities!

Eligibility for benefits is dependent on the terms of employment

The Opportunity:

Reporting to the Director, Major Incident and Problem Management, the Incident/Problem Analyst. This role is an entry-level position within the IT Service Management (ITSM) framework, focusing on maintaining IT service stability and improving service quality. The ideal candidate will be a detail- oriented person with strong problem-solving abilities to diagnose and troubleshoot issues, looking to join a dynamic team. We understand the critical importance of minimizing business disruptions. That is why we need and an Analyst who is equally committed to swiftly resolving incidents while minimizing the impact.

How you will contribute:

A junior analyst in an incident and problem role assists with real-time resolution of IT disruptions (incident management) and identifies and addresses the root causes of recurring issues (problem management) to prevent future occurrences. Responsibilities include initial troubleshooting and support, assisting with root cause analysis, documenting issues and resolutions, collaborating with technical teams, and improving service delivery through process gaps and knowledge bases.



Key Responsibilities

Incident Management: Provide initial support and troubleshooting for user-reported issues. Log, categorize, and prioritize incidents within a ITSM system. Assist in coordinating efforts to restore services quickly and minimize impact. Problem Management: Support the identification of recurring issues or underlying causes of major incidents. Contribute to the documentation of problems and the development of potential workarounds or permanent solutions. Analyse incident data to identify patterns and suggest improvements to systems and processes. Collaboration and Documentation: Collaborate with other IT teams, support staff, and business stakeholders. Maintain and update documentation for incidents and problems. Provide input for the design and delivery of training programs to ensure effective problem management practices. Continuous Improvement: Identify and report gaps in current procedures or systems related to incident and problem management. Participate in the ongoing improvement of incident resolution and problem prevention processes. Innovation - always looking for continuous improvement, to drive down the # of incidents and to ensure we are driving towards permanent solutions - Implementing solutions: Implementing solutions to prevent future issues Analytical Thinking and Problem Solving- Identifying the underlying causes of incidents to prevent them from happening again Communication- Will be communicating internally and to our third parties (BMO, MBBS. TD, ETC) Leadership -Individual contributor with no direct reports. Decision Making- may have to make decisions on incidents as will be responsible for coordinating with IT teams to resolve issues Autonomy-will be a part of a team on critical/high impact incidents affecting FN technology systems and environments, and act as Major Incident Coordinator for all Major Incidents Service Delivery- we have SLA's that we need to adhere to when incidents are reported by third party (BMO, MBBS. TD, ETC).

The experience you need:

Industry Experience Minimum 1 year experience in an ITIL environment as a analyst Educational Requirements: Bachelor's degree, or technical training or equivalent combination of education and experience Licensing and/or Professional Accreditation Requirements: ITIL certified - nice to have Language Requirements: English Technical Requirements: should understand IT infrastructure, software systems, monitoring tools, and automation. Experience using an ITSM based ticketing system.

Relationships:

External Customers: Third party ( BMO, MBBS. TD, ETC) dependent on as and when Critical/High Incidents arise. Internal Customers: for any issues that are affecting our user base and causing performance degradation or outages to our systems.

Working Environment and Physical Demands Analysis:

Office environment Periods of high volume with tight timelines Long periods of stationary position/sitting Prolonged periods of repetitive movement (i.e. using a keyboard and mouse) Long periods of time in viewing a computer screen Multi-tasking may include speaking to customers on a telephone call while looking up information on a computer program.

Why join First National?

Competitive Compensation Comprehensive benefits program (i.e., Health Spending Account, Maternity and Parental Leave Top Up) Hybrid working environment. Extensive training programs to set our employees up for success Modern office environment conducive to collaboration Supportive teamwork culture Opportunities to give back to the communities and work through events focused on a variety of charities Ongoing social events throughout the year

The team you'll join:

Founded in 1988, First National is one of Canada's largest non-bank lenders. We provide residential mortgages exclusively through the mortgage broker channel and we are Canada's largest commercial mortgage lender.

First National has been consistently recognized as a great place to work and we are proud that our employee engagement feedback is higher than our industry partners.



We would like to thank all applications for their interest in this future vacancy, but only candidates selected for an interview will be contacted.



First National is proud to be an equal opportunity employer and is committed to diversity and inclusion regardless of race, color, religion, national origin, age, gender identity, physical or mental disability, sexual orientation and any other category protected by law.



First National supports requests for accommodation from applicants with disabilities; please contact Human Resources at accessibility@firstnational.ca should you need an accommodation at any point in the recruitment process.



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