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, São 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’ 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’s an opportunity for you to invest your career at CPP Investments.

The primary objective of this role is delivering an outstanding support model for CPPIB through implementation, management and operations of IT Service Management processes including Incident, Problem, Change, Service Level Management and Reporting.

Lead Analyst, IT Service Management will ensure all incidents, changes, problems and service requests are appropriately managed throughout their lifecycle with a goal of stable solution environments and increased stakeholder satisfaction.

The Lead Analyst will participate in a rotational on-call schedule, one week per month, alongside other engineering colleagues.

Core accountabilities

• Lead Incident, Problem, Change and Service Request fulfillment processes: Service improvement is a key focus of CPPIB service management practices and is required to demonstrate compliance to internal standards, processes and external regulations.
• Drive Service Improvement Initiatives: Support a culture of continuous improvement within teams through improvement projects and supporting teams to own and improve their processes and practices.
• Lead in Business Continuity & DR practices/exercises: CPPIB needs to be prepared in any event to ensure the business can resume operations with little or no disruption nor loss of revenue or reputation.
• Improve maturity of ServcieNOW ITSM workspaces: Ensure the ticketing tool is configured to track and report incident, change, and problem tickets for NA Clients.
• Expertise Cultivation: Cultivate a deep well of technical expertise within the team, staying ahead of industry trends and fostering a culture of continuous learning.
• Operational Governance: Establish and govern scalable processes and programs, ensuring they support the organization's objectives and deliver value.
• Thought Leadership: Serve as a thought leader, providing insights and recommendations on emerging technologies and industry trends to drive innovation and competitive advantage.

Key Competencies 

• Lead incident management process and ensure alignment with CPPIB standards. Develop internal and external escalation matrix for notification and resolution of high-low priority incidents.
• Lead major incident management activities in the event of a P1/P2 incident. Coordinate all necessary teams to enable and expedite return to service. Facilitate communications during these incidents, running related conference calls and acting as a liaison with business stakeholders. Provide verbal and written status updates to all stakeholders.
• Drive decision-making for incident/ problem/ change resolution to minimize impact to business. Escalate to Senior Management as needed.
• Develop problem management process and ensure alignment with stakeholder requirements. Drive meaningful root cause analysis and related preventative measures and action items. Ensure delivery of RCAs within the SLA timeframe.
• Lead service management and/or operational excellence review meetings and provide feedback and support relating to Incident, Problem and Change management.
• Lead technical change management process and ensure alignment with CPPIB standards. Ensure all proposed technical changes are reviewed and approved by appropriate Stakeholders. Perform post implementation review to ensure all lessons learned from changes and deployments are documented. Maintain and communicate a change schedule to provide visibility to all technical changes.
• Lead Emergency Change management process. If required, schedule an emergency CAB meeting to review the emergency change and garner approvals. Ensure all emergency changes are communciated to appropriate stakeholders.
• Maintain and Improve workspaces for incident, problem, change and service request fulfillment processes within ServiceNow.
• Lead and faciliate annual business continuity (BCP)/ disaster recovery (DR) exercises. Prepare. review and socailize scope document, disaster recovery exercise plan and post DR summary report to relevant stakeholders.
• Lead and facilitate cross functional working sessions for continuous improvement initiatives and help to ensure adoption of processes by obtaining stakeholder buy-in from the affected practice area.

• Bachelor’s degree in information technology, computer science, or a related field.
• 5-7 years of experience in IT with a demonstrated track record in project/product leadership and delivery.
• ITIL V4 foundation or above.
• Experience with ServiceNow.
• Thorough knowledge of Service Management operations including a strong knowledge of IT best practices, industry trends and customer service.
• Solid relationship management and performance management skills.
• Ability to handle conflict/difficult situations in a fast paced dynamic environment.
• Extensive experience in all aspects of IT incidents, problem, change, service request and stakeholder management
• Ability to present ideas in user-friendly language to non-technical staff, end user and leadership team.
• Strong problem solving capabilities, able to work quickly and maintain a methodical and calm approach while working under stressful situations.
• Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals.
• Ability to work independently, with general direction and guidance.
• Excellent written, verbal and presentation skills are necessary to effectively convey goals and initiatives to team members and top management.
• Extensive experience in delivering presentations and training to audiences of varying sizes and process maturity.
• Problem solving skills and ability to logically analyze technical processes.

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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.