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Incident & Issue Management Analyst - Winter 2027 Co-op/Intern

DefinityWaterloo🇨🇦Canada

Quick overview

SeniorityEntry Level
Employment typeFull Time
Work modeHybrid
LocationWaterloo, Canada
Microsoft ExcelMicrosoft PowerPointRoot Cause AnalysisServiceNowTriageJiraData AnalysisITIL

Job description

YOUR NEXT CO-OP PLACEMENT

Work term: Winter 2027

Work term length: 4-month

From classroom to co-op to career, every step of your journey has an impact on your future. That’s why it makes sense to choose a co-op placement with a company that offers truly rewarding work and real-life experience. At Definity®, your contributions, creativity, and energy will be put to good use, and you’ll get to be involved with initiatives that support our strategic goals and use your skills in a supportive team environment.

If you’re looking for a company that takes care of its people — full time, part time, and co-ops alike — and has a track record of doing big things, get ready to love it here.

What can you expect in this role?

Are you looking to kickstart your career in IT Operations and learn how large-scale enterprise technology environments maintain stability?

As the Co-op Analyst, Incident & Issue Management, you will gain hands-on, end-to-end exposure to the ITIL (IT Infrastructure Library) framework. Working alongside senior analysts and engineers, you will assist in monitoring operational health, coordinating technical teams, investigating system issues, and translating raw data into professional executive presentations. This is a high-visibility, fast-paced role designed to build your foundational skills in IT Service Management (ITSM), data analytics, and corporate communication.

What you’ll be doing

  • Monitor and Manage IT Ticket Queues: Actively track aging incidents and coordinate with engineering teams to push delayed resolutions forward.
  • Coordinate Root Cause Investigations: Follow up on open problem tasks, gather technical timelines, and help draft Root Cause Analysis (RCA) reports for system issues.
  • Audit and Review System Changes: Evaluate upcoming IT change requests for completeness and participate in weekly Change Advisory Board (CAB) meetings to take notes and track approvals.
  • Support Software Releases: Participate in release planning calls, triage deployment tickets, and ensure required documentation is ready before new software goes live.
  • Conduct Data Analytics: Extract raw operational data from ITSM platforms (like ServiceNow or Jira) and analyze trends to identify recurring system pain points.
  • Build Executive Presentations: Translate complex technical performance metrics and impact assessments into professional, visually polished PowerPoint slides for IT leadership.

What you bring

  • Currently enrolled in an accredited Co-op program pursuing a bachelor’s degree in computer science, Information Technology, Management Information Systems (MIS), Business Administration, or a related field.
  • Completed at least 2 years of undergraduate study (preferred).
  • Strong desire to learn how enterprise IT environments operate, specifically regarding Cloud, Infrastructure, and Software Delivery pipelines.
  • Proficiency in Microsoft Excel (pivot tables, basic charts) and a keen eye for finding patterns in datasets.
  • Outstanding written and verbal communication skills; comfortable presenting findings and politely following up with technical team members.
  • Strong proficiency in Microsoft PowerPoint, with an ability to present data cleanly (no text-heavy walls of information).
  • Any prior exposure to ITSM tools (ServiceNow, Jira) or a basic understanding of ITIL principles.

Did you know?

  • We care about our co-ops: Definity’s co-op students are considered the best pipeline of talent for our full-time, permanent positions. 
  • We care about students: Definity distributes $85,000 in scholarships to students across Canada each year. 
  • We care about our community: Definity donates more than $1 million every year to causes that drive true change in the neighbourhoods in which we live and work. 

What can Definity offer you?

  • Meaningful work forwarding our purpose of building a better world by helping our clients and communities adapt and thrive in their hardest times of need.
  • Culture of accountability, empowerment, and collaboration.
  • Opportunities to support personal and professional growth through real-life experience and unique learning opportunities. Our Leadership Essentials program builds knowledge and skills to Team Leaders to Directors
  • Opportunity to join our employee groups - focused on women's empowerment, LGBTQ+, anti-racism and cultural equity, and environmental activism 
  • Determined to create positive change for our environment, our people, and our communities, now and in the future. Check our ESG work!

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