IT Incident Management Specialist

Union/Affiliation

**Administrative and Professional Staff (APSA)**

Pay range

**$85,993 to $102,588 annually**

SFU Department Descr

**IT Services**

Position Grade

**10**

# of openings

**1**

Biweekly Hours

**72**

**Who We Are**

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The Client Services department provides essential IT support and services for the university community, ensuring smooth operation of the service desk, managed devices, and learning space technology. We drive operational excellence by aligning our services with SFU’s strategic initiatives, supporting education, research, and community engagement. Through innovative technology solutions, we enhance user experiences and foster collaboration across the university. We prioritize customer service, continuous improvement, and teamwork, creating a dynamic environment where staff are empowered to take ownership and deliver exceptional support to SFU’s diverse community.

**About the Role**

The IT Incident Management Specialist plays a critical role in ensuring the stability and reliability of SFU's IT services by leading the end-to-end incident management process. The role is responsible for the timely logging, prioritization, escalation, and resolution of incidents in alignment with ITIL best practices and service level agreements (SLAs). The role leads critical incident response efforts, facilitates post-incident reviews, and drives continuous improvement through data analysis and stakeholder engagement. Working closely with distributed IT teams and other ITSM functions, the role fosters a culture of accountability, service excellence, and operational resilience across the university's digital environment.

Full