Incident Management Analyst

Application Deadline:

Address:

Job Family Group:

This is a great opportunity to work with a team that governs and owns the Incident Management practice Enterprise-wide, growing relationships with employees across all lines of business in our day-to-day. Our team drives meaningful outcomes for the organization by way of seeking efficiencies and improvements within Incident Management.

This is a HYBRID role working 2 days per week in the office . The two possible office locations are Scarborough office or our Barrie location.

Core Responsibilities:

• Supports and maintains the Technology Incident Management and Incident Governance framework, ensuring major incidents, operational incidents, and service disruptions are managed consistently, effectively, and in alignment with enterprise standards.

• Responsible for governance oversight, reporting, trend analysis, control effectiveness, and continuous improvement of the Incident Management lifecycle, including incident detection, escalation, restoration, stakeholder communication, post-incident review, and corrective action tracking.

• Partners with Major Incident Managers, Technology teams, Service Management, Risk, and Audit stakeholders to ensure effective incident governance practices are consistently applied.

• Performs analysis of incident data to identify emerging risks, recurring failures, process gaps, and opportunities for continuous improvement.

• Maintains governance metrics, KPIs, control monitoring, and reporting processes to measure the effectiveness of the Incident Management program.

KEY Skills and Expereince:

• 3-5  years with Technology Incident Management and IT Service Management ( ITSM)

• 3-5 years Incident Governance

• 3-5 years experience with the Incident Management lifecycle, including incident identification, triage, escalation, restoration, stakeholder communications, root cause analysis, and corrective action management.

• 3-5 years experience with developing, monitoring, and reporting on Incident Management metrics, controls, governance practices, and performance indicators within ServiceNow

• 3-5 years experience conducting trend analysis and providing recommendations based on incident data and operational risk insights.

• 3-5 years experience with ServiceNow Incident Management, Major Incident Management, Problem Management, and reporting tools
  
  

Additonal Information:
Supports and maintains the Technology Incident Management and Incident Governance framework, ensuring major incidents, operational incidents, and service disruptions are managed consistently, effectively, and in alignment with enterprise standards. Responsible for governance oversight, reporting, trend analysis, control effectiveness, and continuous improvement of the Incident Management lifecycle, including incident detection, escalation, restoration, stakeholder communication, post-incident review, and corrective action tracking.

The role provides independent governance and challenge to Incident Management practices across Technology, ensuring transparency, accountability, operational resilience, regulatory compliance, and adherence to established incident management policies, standards, and procedures.

• Provides governance oversight of Technology Incident Management processes, ensuring incidents are managed in accordance with established policies, standards, procedures, and service level expectations.
• Reviews and challenges incident records, escalations, communications, and closure activities to ensure compliance with enterprise Incident Management standards.
• Monitors adherence to Incident Management controls and identifies opportunities to strengthen governance, accountability, and operational effectiveness.
• Partners with Major Incident Managers, Technology teams, Service Management, Risk, and Audit stakeholders to ensure effective incident governance practices are consistently applied.
• Develops governance solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.
• Conducts independent reviews of incident trends, control effectiveness, and recurring operational issues to identify improvement opportunities.
• Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders
• Builds strong relationships with Technology, Risk, Service Management, Audit, and business stakeholders to drive alignment on Incident Management governance objectives and priorities.
• Analyzes incident metrics, root cause data, and governance indicators to provide actionable recommendations and drive continuous improvement.
• Builds change management plans of varying scope and type; leads or participates in a variety of change management activities including readiness assessments, planning, stakeholder management, execution, evaluation and sustainment of initiatives.
• Identifies and drives opportunities to improve Incident Management governance, response effectiveness, stakeholder engagement, communications, controls, and operational resilience capabilities.
• Produces executive-level Incident Management reporting and insights for senior leadership, governance committees, and risk stakeholders.
• Performs analysis of incident data to identify emerging risks, recurring failures, process gaps, and opportunities for continuous improvement.
• Leads or participates in defining the communication plan designed to positively influence or change behaviour; develops tailored messaging; and identifies appropriate distribution channels.
• Maintains governance metrics, KPIs, control monitoring, and reporting processes to measure the effectiveness of the Incident Management program.
• Coordinates and participates in Incident Management governance activities, including reporting, control assessments, policy and standard maintenance, training and awareness activities, and continuous improvement initiatives.
• Supports Incident Governance forums and committees, including agenda management, preparation of reporting materials, documentation distribution, action tracking, and meeting minutes.
• Focus relates to Incident Management enterprise-wide.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works independently on a range of complex tasks, which may include unique situations.
• Broader work or accountabilities may be assigned as needed.
• Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations.

Qualifications:

• 4-6+ years of experience in Technology Incident Management, Major Incident Management, Incident Governance, IT Service Management (ITSM), Operational Resilience, or Technology Risk.
• Strong understanding of the Incident Management lifecycle, including incident identification, triage, escalation, restoration, stakeholder communications, root cause analysis, and corrective action management.
• Experience developing, monitoring, and reporting on Incident Management metrics, controls, governance practices, and performance indicators within ServiceNow.
• Experience conducting trend analysis and providing recommendations based on incident data and operational risk insights.
• Familiarity with ServiceNow Incident Management, Major Incident Management, Problem Management, and reporting tools.
• ITIL Foundation, ITIL Managing Professional, or related Service Management certification considered an asset.
• Technical proficiency gained through education and/or business experience.
• Verbal & written communication skills - In-depth.
• Collaboration & team skills - In-depth.
• Analytical and problem solving skills - In-depth.
• Influence skills - In-depth.
• Data driven decision making - In-depth.

Salary:

Pay Type:

The above represents BMO Financial Group’s pay range and type.

Salaries will vary based on factors such as location, skills, experience, education, and qualifications for the role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above represents BMO Financial Group’s expected target for the first year in this position.

BMO Financial Group’s total compensation package will vary based on the pay type of the position and may include performance-based incentives, discretionary bonuses, as well as other perks and rewards. BMO also offers health insurance, tuition reimbursement, accident and life insurance, and retirement savings plans. To view more details of our benefits, please visit: https://jobs.bmo.com/global/en/Total-Rewards

About Us

At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other’s differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Note to Recruiters: BMO does not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to BMO, directly or indirectly, will be considered BMO property. BMO will not pay a fee for any placement resulting from the receipt of an unsolicited resume. A recruiting agency must first have a valid, written and fully executed agency agreement contract for service to submit resumes.