Job Description

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, S\xc3\xa3o Paulo and Sydney.

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

• Diverse and inspiring colleagues and approachable leaders
• Stimulating work in a fast-paced, intellectually challenging environment
• Accelerated exposure and responsibility
• Global career development opportunities
• Being motivated every day by CPP Investments\xe2\x80\x99 important social purpose and unshakable principles
• A flexible/hybrid work environment combining in office collaboration and remote working
• A deeply rooted culture of Integrity, Partnership and High Performance

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here\xe2\x80\x99s an opportunity for you to invest your career at CPP Investments.



The Senior IT Analyst for Incident, Problem and Change Management, will be part of a team of ITIL professionals that are responsible for coordinating through major IT Incidents, Problem root cause analysis, change management functions as well as effectively managing and maturing the ITSM practice for Application and Infrastructure Services.

This position has a crucial responsibility for fostering a continual service improvement culture in Infrastructure Services. This role will focus on aiding in the planning, delivery, and operational processes by leveraging industry best practices based on the Information Technology Infrastructure Library (ITIL) framework. Key practices and responsibilities include Incident, Problem, Change and Disaster Recovery management and planning.

The successful candidate will be the Incident Manager for major Infrastructure/application Incidents, managing root cause for all priority 1 and 2 incidents as well as performing various change management functions. The Senior IT Analyst will open incident/problem tickets, manage communications, gather and coordinate resources, and act as a liaison with internal groups and external vendors. This role will be responsible for communicating during the incident and post incident reporting. Note that the candidate will also be part of an on-call rotation and will be required to respond to incidents 24x7 while on-call, escalating as appropriate.

The Senior IT Analyst will also be responsible for the Problem Management process by ensuring that post major incident reviews are conducted, Root Cause Analysis reports are completed and communicated in a timely manner. This role is responsible for facilitating regular Problem meetings, helping to track and report on all Improvement Actions, and managing the Problem knowledge base to ensure that repeat incidents do not occur. Documentation, metrics and reporting are key responsibilities of the role.

Lastly, the Senior IT Analyst is responsible for taking part in planning and orchestration of quarterly Disaster Recovery tests. The successful candidate will liaise with the Business Continuity Management team, create plans for upcoming tests, coordinate resources and facilitate the test activities on the day of the test.

Role-specific accountabilities:

Continual Service Improvement

• Manage continual service improvements within the CPP Investments operations strategy
• Drives improvement on the Incident/Problem/Change Management operations process and associated reporting
• Identify and advise of any gaps within the Incident/Problem/Change process
• Ability to create and deploy any processes that have yet to be implemented
• Provide coaching in root cause analysis methodology to the team and the organization as required

Reporting and KPI\'s

• Manage a monthly/weekly report highlighting any slippage within the incident, problem, change processes
• Facilitate meetings with management that showcase areas of concern - Via reporting / dashboard / KPI\xe2\x80\x99s
• Ability to analyze and execute on trend analysis/stability improvements
• Create, maintain, and monitor KPI\'s to ensure the Incident/Problem/Change processes are being met
• Perform proactive problem management by identifying trends, common failures etc.

Qualifications

• 7+ years\' experience with IT Service Management, including related ITIL concepts, technologies, best practices, standards, and tools; proven governance and accountability management abilities
• Experience managing major incidents and Root Cause Analysis within a medium to large organization
• Ability to communicate via notifications to the organization during major incidents
• Experience managing the change process, Facilitation of CAB\'s TAB\'s and any adhoc meeting as required
• Experience creating and maintaining process documents is required
• Strong management/communication skills are a must, both written and verbal
• Demonstrated IT business acumen, IT transformation, and project management experience
• Demonstrated ability to lead IT Service Delivery, planning, governance, management, and controllership in large complex organizations
• University Degree or similar
• Excellent relationship and vendor management skills
• Demonstrated negotiation and \xe2\x80\x98first principles\xe2\x80\x99 problem-solving skills
• Ability to be on-call and work after hours as required
• Demonstrated leadership qualities, with interpersonal and communication skills suited to a professional and thoughtful corporate environment
• Experience with ServiceNow, with a solid understanding of the Incident, Problem and Change modules along with all reporting aspects
• Provide training on Incident/Problem/Change processes to the organization
• Reporting experience considered an asset
• Experience working with Finance, Capital Markets, Investment management would be an asset
• Exemplifies our Guiding Principles of partnership, integrity, and high performance

Additional Information

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At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, New York, San Francisco, Mumbai, Sydney, Hong Kong, and Sao Paulo offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.

CPP Investments