INTERNSHIP DETAILS

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

CompanyDefinity Insurance Company
LocationWaterloo
Work ModeOn Site
PostedOctober 29, 2026
Internship Information
Core Responsibilities
The analyst will monitor IT ticket queues, coordinate root cause investigations, and audit system changes within an enterprise environment. They will also perform data analytics on operational trends and create professional presentations for IT leadership.
Internship Type
full time
Company Size
4450
Visa Sponsorship
No
Language
English
Working Hours
40 hours
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About The Company
Definity Financial Corporation is the parent company to some of Canada’s most long-standing and innovative property and casualty insurance brands and companies, including Definity Insurance (formerly Economical Insurance), Sonnet Insurance, Family Insurance Solutions, and Petline Insurance. We focus on making insurance better for our customers, our employees, our broker partners, and our communities. Our promise to employees is to provide a workplace that’s collaborative, ambitious, rewarding, and empowering. Our inclusive environment provides the space to innovate with colleagues and implement even better ways of doing things. We invest in our employees’ growth and development and help them thrive. With our flexible, hybrid work arrangements, total rewards packages, company share ownership program, and emphasis on work-life balance, it’s better here. If you’re looking for a career where your perspective and expertise are valued, you’ll find it here at Definity. * * * La Société financière Definity est la société mère de compagnies d’assurance de dommages parmi les plus établies et innovatrices au Canada, soit Definity Assurance, Sonnet Assurance, Family Insurance Solutions et la Compagnie d’assurance Petline. Definity est dévouée à faire évoluer l’assurance pour sa clientèle, ses équipes, son réseau de courtage et ses communautés. Nous promettons de fournir un environnement de travail collaboratif, ambitieux, valorisant et stimulant. Notre environnement inclusif vous permet d’innover avec vos collègues et de mettre en œuvre de meilleures façons de travailler. Nous investissons dans la croissance et le perfectionnement de nos gens et les aidons à s’épanouir. Grâce à nos options flexibles de travail hybride, notre programme de rémunération globale, notre régime d’actionnariat et l’accent sur l’équilibre travail-famille, vous évoluerez avec nous. Si vous souhaitez une carrière où votre point de vue sera reconnu, ne cherchez pas plus loin que Definity.
About the Role

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! 

This position is being posted to fill an existing vacancy.

The hourly compensation for the role starts at $22.50 per hour and will increase based on factors including but not limited to, skills, education, experience, and the recommended rates as set by the respective educational institution.

We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter. 

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting accessibility@economical.com.

As part of Definity’s commitment to reconciliation, we acknowledge that our work, meetings, and travel take place on the lands now known as Canada, and recognize the enduring presence, wisdom, and stewardship of the First Nations, Métis, and Inuit peoples who have long cared for these lands.


Background checks

This role requires successful clearance of a background check (including criminal checks and leadership references). 


#LI-Hybrid


Key Skills
ITILIncident managementData analyticsMicrosoft ExcelMicrosoft PowerPointServiceNowJiraCorporate communicationProblem managementChange managementIT operationsTechnical documentationSystem monitoringRoot cause analysis
Categories
TechnologyData & AnalyticsSoftwareManagement & LeadershipAdministrative
Benefits
ScholarshipsLeadership essentials programEmployee groupsProfessional growth opportunities
Incident & Issue Management Analyst - Winter 2027 Co-op/Intern - InternshipsHQ