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APPLICATION DEADLINE: April 3, 2026

TITLE: Sr IT Advisor Change & Incident Mgmt (U26-075) 
DEPARTMENT: Information Technology  
WORK LOCATION/OFFICE:  Calgary                                                               
STATUS: 01 Full Time - Salaried  
NUMBER OF HIRES: 1                  

                

DESCRIPTION:

Under the general direction of the Manager, Data Sustainment Services, the Sr IT Advisor – Change and Incident Management will primarily be responsible for the governance, oversight, and continuous improvement of both the Change Management and Incident Management processes. This role will ensure that changes, incidents and problems are managed in alignment with Information Technology Infrastructure Library (ITIL) best practices, minimizing business disruption while maximizing operational stability and process maturity. Additional responsibilities include coordinating outages for both scheduled maintenance and major incidents.

DUTIES AND RESPONSIBILITIES INCLUDE (but are not limited to): 

• Manage the development, compliance monitoring, reporting, and continuous improvement of the change, incident and problem management processes and procedures.  
• Coordinate and chair the Change Advisory Board (CAB) meeting. This includes post-implementation change reviews, including expedited and emergency changes, in addition to the pre-implementation review of regular changes.
• Coordinate approvals and escalation of issues associated with the approval of major risk and project implementations.
• Lead response coordination for major and emergency incidents, ensuring communication, documentation, and escalation.
• Ensure change control activities, methodologies and processes are standardized and utilized for all forms of change activities (approvals, risk assessments, documentation, etc.).
• Escalate conflicts to the Change Advisory Board, or IT senior management, based on risk.
• Coordinate with operational support teams on the planning and implementation of changes during scheduled maintenance, such as monthly security patching and quarterly maintenance windows and include the development and use of standard plans where appropriate.
• Act as a single point of contact for complex off hours planned changes, which includes quarterly maintenance activities.
• Consolidate changes from various project teams and operational teams to reduce the downtime impact on the business.
• Monitor the performance of incident and change processes, including SLAs, KPIs, and compliance reporting.
• Facilitate post-incident reviews / post-mortems and drive corrective actions.
• Coordinate with the operational teams to ensure supporting IT documentation impacted by the change is updated to maintain accuracy and supportability.
• Support audits, governance reviews, and compliance activities for IT controls relating to IT Change, Incident, and Problem management.
• Manage special projects and duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES: 

• Proven organizational and time management skills to effectively manage multiple priorities and competing demands with tight timelines.
• Effective verbal and written communication skills including the ability to clearly present information to various audiences in both formal and informal settings.
• Solid knowledge of ITIL practices, specifically Change, Incident, and Problem Management.
• Demonstrated customer service focus with the proven ability to develop and maintain effective relationships with team members and internal and external stakeholders; this includes excellent communication, interpersonal and problem-solving skills.
• Demonstrated initiative in recognizing opportunities for improvement and efficiency with a willingness to challenge the status quo.    
• Demonstrated ability in using Microsoft Office applications and IT service management tools.
• Proven ability to manage resources (people, material, support) to complete the duties outlined above effectively and efficiently, including in high pressure scenarios.
• Proven ability to train, coach and mentor team members on the Change, Incident and Problem Management process, procedures and policies.
• Experience with Security Management, Testing, Risk Management, COBIT controls and IT governance concerns.
• Experience with application development project lifecycles, methodologies, and deliverables.
• Experience with controls and audit compliance/SOX would be an asset.

REQUIRED QUALIFICATIONS: 

• Degree or Diploma in the field of Information Technology, Engineering, Business Administration or Mathematics plus a minimum of 7 years’experience with a primary focus on change and incident governance and experience with related management tools (e.g. Ivanti, SCSM, BMC Remedy); an equivalent combination of education and experience may be considered

PREFERRED QUALIFICATIONS:

• A certification in ITIL frameworks would be an asset
• A certificate or certification in Project Management would be considered an asset
• Experience working in a regulated environment, preferably within the electrical utility industry, would be an asset 

SPECIAL CONDITIONS:

• After hours work will be required during major incidents or weekend planned outages.

TO APPLY TO THIS POSITION: Please submit your resume via the button below: "Apply"

We thank all applicants for their interest, however, only those candidates to be considered for an interview will be contacted.

If you receive an error message when applying, please contact the system administrator at: Recruitment@fortisalberta.com