IT Incident Management Specialist
About the role
Union/Affiliation:
Administrative and Professional Staff (APSA)
Pay range:
$85,993 to $102,588 annually
SFU Department Descr:
IT Services
Position Grade:
10
of openings:
1
Biweekly Hours:
72
Who We Are
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
The Client Services department provides essential IT support and services for the university community, ensuring smooth operation of the service desk, managed devices, and learning space technology. We drive operational excellence by aligning our services with SFU’s strategic initiatives, supporting education, research, and community engagement. Through innovative technology solutions, we enhance user experiences and foster collaboration across the university. We prioritize customer service, continuous improvement, and teamwork, creating a dynamic environment where staff are empowered to take ownership and deliver exceptional support to SFU’s diverse community.
About the Role
The IT Incident Management Specialist plays a critical role in ensuring the stability and reliability of SFU's IT services by leading the end-to-end incident management process. The role is responsible for the timely logging, prioritization, escalation, and resolution of incidents in alignment with ITIL best practices and service level agreements (SLAs). The role leads critical incident response efforts, facilitates post-incident reviews, and drives continuous improvement through data analysis and stakeholder engagement. Working closely with distributed IT teams and other ITSM functions, the role fosters a culture of accountability, service excellence, and operational resilience across the university's digital environment.
Full
About Simon Fraser University
As Canada’s engaged university, SFU works with communities, organizations and partners to create, share and embrace knowledge that improves life and generates real change. We deliver a world-class education with lifelong value that shapes change-makers, visionaries and problem-solvers. We connect research and innovation to entrepreneurship and industry to deliver sustainable, relevant solutions to today’s problems. With campuses in British Columbia’s three largest cities – Vancouver, Burnaby and Surrey – SFU has eight faculties that deliver 193 undergraduate degree programs and 127 graduate degree programs to more than 35,000 students. The university now boasts more than 160,000 alumni residing in 143 countries.
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IT Incident Management Specialist
About the role
Union/Affiliation:
Administrative and Professional Staff (APSA)
Pay range:
$85,993 to $102,588 annually
SFU Department Descr:
IT Services
Position Grade:
10
of openings:
1
Biweekly Hours:
72
Who We Are
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
The Client Services department provides essential IT support and services for the university community, ensuring smooth operation of the service desk, managed devices, and learning space technology. We drive operational excellence by aligning our services with SFU’s strategic initiatives, supporting education, research, and community engagement. Through innovative technology solutions, we enhance user experiences and foster collaboration across the university. We prioritize customer service, continuous improvement, and teamwork, creating a dynamic environment where staff are empowered to take ownership and deliver exceptional support to SFU’s diverse community.
About the Role
The IT Incident Management Specialist plays a critical role in ensuring the stability and reliability of SFU's IT services by leading the end-to-end incident management process. The role is responsible for the timely logging, prioritization, escalation, and resolution of incidents in alignment with ITIL best practices and service level agreements (SLAs). The role leads critical incident response efforts, facilitates post-incident reviews, and drives continuous improvement through data analysis and stakeholder engagement. Working closely with distributed IT teams and other ITSM functions, the role fosters a culture of accountability, service excellence, and operational resilience across the university's digital environment.
Full
About Simon Fraser University
As Canada’s engaged university, SFU works with communities, organizations and partners to create, share and embrace knowledge that improves life and generates real change. We deliver a world-class education with lifelong value that shapes change-makers, visionaries and problem-solvers. We connect research and innovation to entrepreneurship and industry to deliver sustainable, relevant solutions to today’s problems. With campuses in British Columbia’s three largest cities – Vancouver, Burnaby and Surrey – SFU has eight faculties that deliver 193 undergraduate degree programs and 127 graduate degree programs to more than 35,000 students. The university now boasts more than 160,000 alumni residing in 143 countries.