Service Assurance Analyst, Incident
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Key skills for this role
About the Role
Nutrien seeks a Service Assurance Analyst to lead Major Incident response and support proactive service restoration in a global 24x7 environment. The role coordinates with technical teams, vendors, and stakeholders to minimize business disruption and drive continuous improvement in incident management practices.
Key Skills for This Role
Responsibilities
- Lead and coordinate Major Incident (P1) response end to end, ensuring timely restoration of services
- Act as central command point during incidents, driving collaboration across technical teams, vendors, and stakeholders
- Facilitate rapid response (SWAT / critical response P2) activities to prevent escalation
- Make real time decisions under pressure, including escalation to leadership when required
- Ensure adherence to incident management standards, SLAs, and governance practices
- Leverage ServiceNow to manage and prioritize incidents
- Utilize CMDB insights to assess business service impact and prioritize resolution efforts
- Identify patterns and risks that could lead to major incidents and drive preventative actions
- Provide clear, concise, and timely communications to technical teams, business stakeholders, and executive leadership during incidents
- Produce high quality Incident Summary Reports (ISR) and facilitate effective transition to Problem Management
- Participate in and facilitate Post Incident Reviews (PIRs) to ensure root cause identification and prevent recurrence
- Analyze incident trends and performance metrics to identify improvement opportunities
Requirements
- College diploma or university degree in business administration, information systems, or related field, or equivalent experience
- 3 5 years of related experience
- Significant experience in Major Incident Management within large enterprises
- Hands on experience with ServiceNow and ITIL frameworks
- Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management
- Demonstrated strength in conflict resolution and influencing teams
- Strong analytical and problem solving skills
- Excellent communication skills
- Ability to operate independently in high pressure situations
Full Job Posting
Position Overview
- This position reports to the Supervisor, Service Assurance Incident.
- Part of the Global Service Assurance function, focused on maintaining stability and performance of critical business services.
- Leads Major Incident response and supports proactive service restoration in a global, 24x7 environment.
What You'll Do
- Lead and coordinate Major Incident (P1) response end to end, ensuring timely restoration of services and minimal business disruption.
- Act as the central command point during incidents, driving collaboration across technical teams, vendors, and stakeholders.
- Facilitate rapid response (SWAT / critical response P2) activities to prevent escalation and mitigate business impact.
- Make real time decisions under pressure, including escalation to leadership when required.
- Ensure adherence to incident management standards, SLAs, and governance practices.
- Partner with teams to proactively identify and respond to service degradation.
- Leverage ServiceNow to manage and prioritize incidents.
- Utilize CMDB insights to assess business service impact and prioritize resolution efforts.
- Identify patterns and risks that could lead to major incidents and drive preventative actions.
- Provide clear, concise, and timely communications to technical teams, business stakeholders, and executive leadership during incidents.
- Build trust through strong stakeholder engagement, ensuring transparency in status, impact, and resolution timelines.
- Act as a liaison between business, IT, and vendors during critical events.
What You'll Bring
- College diploma or university degree in business administration, information systems, or a related field, or equivalent experience.
- 3 5 years of related experience.
- Significant experience in Major Incident Management within large enterprises, preferably with hands on experience in ServiceNow and ITIL frameworks.
- Demonstrated expertise in leading major incidents, SWAT initiatives.
- Solid understanding of ITIL practices, particularly Incident, Problem, and Change Management.
- Demonstrated strength in conflict resolution, effectively guiding and influencing teams.
- Strong analytical and problem solving skills, with a pragmatic approach to incident resolution.
- Excellent communication skills, ability to write clearly and succinctly.
- Proven ability to organize and plan effectively to meet short and long term objectives.
- Ability to build positive working relationships across all levels within the organization.
- Experience working with large scale environments with complex, matrixed organizations.
- Ability to operate independently, with a strong focus on delivering results in high pressure situations.
Additional Information
- The estimated salary listed by external sites does not represent Nutrien's compensation structure.
- Nutrien is an equal opportunity employer.
- This job will remain posted until filled.
- Background check and substance test may be required.
- Applicants must meet minimum age requirements.
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