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Analyst, IT Incident Management

Date: Jul 20, 2021

LOCATION: Calgary, Alberta (CA-AB)

Why you should join us:

Are you a creative problem solver with exceptional communication skills? Do you want to be responsible for the quality and integrity of our information technology (IT) incident management process? You will partner with all levels of IT operations to resolve priority 1 and 2 level incidents or service interruptions and provide key input into the incident, problem, and change (IPC) strategy. You will leverage your expertise to lead the identification and implementation of continuous improvement opportunities. 

You will use your expertise to:

  • Conduct complex or highly visible reviews when there are impacts to our IT systems, and identify corrective actions
  • Provide end-to-end leadership of major incidents through to closure, including leading a (potentially multi-vendor) resolution team to ensure the major incident is diagnosed, resolved and service is restored, with a sense of urgency
  • Ensure the professional facilitation and coordination of IT incidents, including managing multiple IT incidents concurrently
  • Resolve priority and assignment disputes in a positive manner
  • Ensure IT incidents are classified, prioritized, and diagnosed correctly to expedite the course to resolution
  • Act as a central point for immediate IT incident escalation to critical support personnel and management
  • Provide timely and accurate communication of unplanned outages
  • Prepare and develop IT incident procedure documentation and reports, ensuring IT Operations standards and best practices are implemented
  • Report adherence to service level agreements (SLAs) and service level objectives (SLOs) on agreed upon metrics
  • Communicate with all levels of management, as needed, regarding critical incidents which impact our business operations
  • Communicate the status of IT incident escalations as well as process changes and improvements
  • Delivers IT Incident Management training to both Suncor and vendor stakeholders


We’d like to review your application if you have…

Must-haves (minimum requirements):

  • Two years of IT incident management experience
  • Five years of IT operations experience
  • A Bachelor's degree in a related field
  • ITIL v3 2011 or ITIL 4 Foundations certification
  • Strong practical knowledge of ITIL and ITSM best practices
  • Constructive, well-articulated problem resolution and facilitation skills
  • Exceptional communication skills, both verbally and in writing, to a wide variety of audiences at all levels, including assimilation of complex technical data into a visual dashboard for executive presentation
  • Well-developed interpersonal skills with an ability to build and maintain positive business relationships
  • The ability to build trust with diverse groups in both the business and within IT operations to deliver actionable results
  • The ability to deal with confrontational situations in a positive manner with strong influencing, persuasion, and negotiation skills
  • Alignment with our values: safety above all else, stronger together, operational discipline, curiosity and lifelong learning, and act with integrity

Preference for:

  • ITIL v3 2011 or ITIL 4 Intermediate course certification
  • Experience managing vendor partnerships
  • Experience with ServiceNow or Remedy, including fluency with ServiceNow reporting

Where you’ll be working, your work schedule, and other important information:

  • You will work out of our Calgary head office, located in the Suncor Energy Centre at 150 – 6th Ave S.W.
  • Hours of work are a regular 40-hour work week, Monday to Friday
  • This position requires working on an on-call and/or shift basis for after-hours support to ensure service level commitments are achieved. The expected on-call requirement is one week out of every five
  • We have numerous Employee Inclusion Networks who work together to help foster an inclusive and respectful culture and drive positive change at Suncor. Current networks include both Workplace Inclusion Networks (focusing on inclusion and respect for all), and identity-focused networks (focusing on building community and a sense of belonging and allyship for different groups) 
  • We require qualified and safety-focused employees for business-critical roles that maintain our commitment to operational excellence and reliable operations. We are using technology to conduct virtual interviews to adhere to physical distancing recommendations and we are well set up for remote onboarding and orientation
  • Suncor encourages everyone to do their part and support global efforts to limit the impact of COVID-19 with good hygiene practices, physical distancing, and with care and consideration for the people around you. For more information on how we’re responding to COVID-19, click here. #StrongerTogether

Why Suncor?

We are Canada's leading integrated energy company with a business portfolio that includes oil sands development and upgrading, offshore oil and gas production, petroleum refining, and product marketing under the Petro-Canada brand. Our global presence offers rewarding opportunities for you to learn, contribute, and grow in a variety of career-building positions. We live by the value of safety above all else – if it isn't safe, we don't do it. Our strong track record of growth and a focus on sustainability mean tremendous potential for the future. Learn about our purpose and values.

In addition to rewarding job opportunities, we offer an attractive employee package, including:

  • Competitive base salary, compensation programs, and an annual incentive program
  • Flexible benefits package
  • Rewarding pension and savings plans

Stay connected to us:

We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request. Check out our social goal to learn how we are working to build greater mutual trust and respect with the Indigenous Peoples in Canada.

Please note that our job postings are typically open for two weeks, so don't delay, apply now.

JOB CATEGORY: Business Professionals