Service Management Analyst

Job Description

Payments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2024 alone, our systems cleared approximately $107 trillion or $424 billion each business day! If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you.

We are a public purpose, non‑profit organization situated at the center of Canada’s payment ecosystem. We own and operate payment systems that process hundreds of billions of dollars’ worth of payment transactions every business day. We convene ecosystem participants to discuss their multiple and diverse interests and ideas and to navigate industry‑level challenges. We adhere to a set of values that are our north star:
With our people in mind, we have created a culture that fosters authenticity, collaboration, innovation and development. We empower one another, make meaningful contributions that not only impact the organization, but our country! We develop and nurture meaningful connections that drive innovation in our ecosystem. We are Payments Canada.

• You love working with passionate, ambitious and collaborative colleagues.
• You want to be challenged and lead unique initiatives.
• You want to grow, develop and become a subject matter expert in your field.
• You want your work to make an impact in your community and country.

Responsibilities of the Service Management Analyst position include but are not limited to:

• Responsible for executing key functions within the Service Management Office’s ITSM Practices Team. This includes the ITIL/ITSM management functions, technical support, operational readiness, process reporting and improvement, technical enhancement and maintenance for financial systems, quality assurance, change management, data trending and analysis, monitoring and performance metrics, audits, customer services and support, and related project management and advisory services.

• Participate in the work of project teams composed of internal technical staff and consultants.
• Assist the Manager, ITSM Practices in project management functions by providing effort estimates and assisting with developing project schedules, plans, and recommendations.
• Work with Project Managers and Service Management leadership to complete work and tasks needed to move projects and initiatives forward.

• Participate in client relationships and provide technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed promptly to the satisfaction of the team and the client.
• Maintain relationships with external clients, service providers, and vendors to identify new solutions for improving ongoing ITSM Practices and support of Payments Canada.

• Post‑secondary education in related disciplines.
• Minimum of three (3) years of experience in an Operations Support, Service Management, or Service Desk environment.
• ITIL4 certification or prepared to obtain certification in the first 6 months.
• Ability to participate in the on‑call rotation and work periodic overtime.
• Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.

• Experience in executing Project Management best practices is considered an asset.
• Bilingualism (English and French) is considered an asset.

• Based on qualifications and experience: $73,500 to $122,500.

• Flexible, hybrid (remote/office) environment.
• Competitive compensation package, including annual variable bonus and defined contribution pension plan with employer matching percentage (if eligible).
• Comprehensive health and dental benefit coverage, including mental health coverage, life insurance and a health spending account for you and your…