Major Incident Management Specialist - Express Scripts Canada

Job summary

The Major Incident Management Specialist leads cross-functional teams during critical technology incidents to ensure rapid service restoration and effective communication. They also drive structured problem-solving, maintain operational documentation, and facilitate post-incident reviews to improve future service reliability.

Job details

The job profile for this position is Technical Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. Job Title: Major Incident Management Specialist Location: 300 - 6985 Financial Drive Mississauga ON Employment Type: Full-time Reason for Vacancy: Replacement Work Arrangement: Hybrid Department Name: IT Support Services Pay Type: Salaried Pay Range: $65,000 to $70,000 annually Please note that this is a general posting range and offer range will be varied based on relevant experience, qualifications, skills required and location for this role. About Us: Express Scripts Canada (ESC) is a leading health benefits management company. Serving over 12 million members, we help insurance carriers, third party administrators, and the public sector optimize the value of health benefits by linking the talent and professional expertise of our people with leading edge information management systems and technology. ESC is a wholly owned subsidiary of Express Scripts Inc., one of the largest pharmacy benefit management (PBM) companies in North America, part of The Cigna Group (NYSE: CI), a global health company. Together, we deliver innovative, cost-effective solutions that improve access, affordability, and health outcomes for Canadians. Job Summary: Express Scripts Canada (ESC) is seeking a highly motivated and service-oriented Major Incident Management Specialist to join our IT Support Services team. The ideal candidate brings strong analytical and troubleshooting abilities, a passion for technology, and a commitment to continuous learning and operational excellence. The Major Incident Management Specialist serves as the central coordinator during critical, high-severity technology incidents. This role leads cross-functional technical teams, manages executive communications, and ensures adherence to operational governance to restore services as quickly as possible. The specialist drives structured problem-solving, maintains comprehensive documentation, and facilitates post-incident reviews to reduce the risk of future occurrences. Drawing on prior major incident management experience, you confidently assess, prioritize, and manage major incidents while leading ESC's major incident management process from initial reporting through resolution. Strong customer service and communication skills enable you to collaborate effectively with the service desk, business stakeholders, and technical teams to resolve issues and manage incidents efficiently. The Major Incident Management Specialist develops and maintains knowledge articles, Standard Operating Procedures (SOPs) and produces monthly incident reports. Key Responsibilities: Lead and champion the Major Incident Management process to ensure service is restored as quickly as possible through effective coordination, appropriate escalation, and meeting facilitation. Coordinate and collaborate with technical teams and business stakeholders to drive incident resolution and communicate status updates. Prepare and distribute incident communications, including coordinating French translations when required. Maintain incident management documentation, procedures, and supporting artifacts. Identify opportunities to improve and mature incident management processes. Support Problem Management activities with a focus on root cause analysis and continuous improvement. Identify recurring issues and collaborate with support teams to implement long-term solutions. Document known issues and workarounds. Provide backup support for Change Management activities as needed. What We’re Looking For: Post-secondary degree or diploma in Computer Science, Information Technology, or a related discipline; an equivalent combination of education and relevant experience will also be considered. 2-4+ years of experience in Major Incident Management, Problem Management, Change Management and IT service management lifecycle. ITIL Foundation v4+ certification required. Experience with ServiceNow; ServiceNow administrator certification preferred. Excellent customer service skills with a focus on timely and professional issue resolution. Why Join Us? Competitive compensation, benefits and pension plan Career development and advancement opportunities A culture that celebrates innovation and collaboration Flexible work options and wellness programs Pre-Employment Requirements: All offers of employment are conditional upon the successful completion of reference checks and background verification in accordance with company policy. Within ESC, for certain positions, obtaining and maintaining a federal government security clearance is a condition of employment. Candidates applying for such roles must meet all eligibility criteria for the applicable clearance level and consent to the security screening process as mandated by federal regulations. Failure to obtain or maintain the required clearance will result in withdrawal of the offer or termination of employment. Our hiring process includes AI-powered tools to conduct video interviews, take notes and score candidates; however, all scores will be reviewed by hiring managers and our Talent team before making a decision. NOTE: Internal candidate should apply before October 6, 2026. Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

What you’ll do

The Major Incident Management Specialist leads cross-functional teams during critical technology incidents to ensure rapid service restoration and effective communication. They also drive structured problem-solving, maintain operational documentation, and facilitate post-incident reviews to improve future service reliability.

Requirements

Candidates must possess a post-secondary degree or diploma in a relevant IT field and 2-4+ years of experience in incident and service management. An ITIL Foundation v4+ certification is required, along with proficiency in ServiceNow and strong analytical skills.

Benefits

• Competitive compensation
• Benefits package
• Pension plan
• Career development opportunities
• Wellness programs

Listed skills

• Change Management · Preferred
• Root Cause Analysis · Preferred
• Communication · Preferred
• Customer service · Preferred
• Documentation · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Major Incident Management
• Problem Management
• Change Management
• IT Service Management
• ServiceNow
• Technical Troubleshooting
• Incident Coordination
• Root Cause Analysis
• Communication
• Customer Service
• ITIL
• Documentation
• Stakeholder Management
• Operational Governance

Job areas

• Technology
• Customer Service & Support
• Management & Leadership
• Healthcare

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