Bilingual RTR Payment Operations Center Analyst - Level 3

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!

Come and join us — where payments meet purpose!

What we are looking for

Payments Canada governs and operates Canada’s essential payment clearing and settlement infrastructure, including associated systems, by‑laws, rules, and standards. As an organization focused on strategic growth to better serve Canadians, all employees must be adaptable and willing to drive positive change within their team and the company.

The Payment Operations Centre Analyst - (Level III) is responsible for providing critical support for Canada's payment systems in addition to the duties and responsibilities outlined in the below description. This position involves 24/7 operational duties, including system monitoring, incident mediation between service partners and financial members, and providing direct advisory services to financial member clients.

The position also contributes significantly to documentation and process improvement projects across the organization.

Responsibilities of the Payment Operations Centre Analyst - (Level III) includes but is not limited to:

• Actively monitor critical payment systems and dashboards, escalating as required.
• Respond to issues in a professional and efficient manner and initiating the Incident Response processes properly.
• Support the Incident Manager (Representative) for all “escalated” incidents.
• Recommend critical decisions and support business operations.
• Maintain a high level of customer service throughout all activities and representing Payments Canada to external stakeholders.
• Maintain a high degree of knowledge on Payments Canada functions through scheduled and self‑led training.
• Provide operational support to RTR, Payment Operations Centre Analyst staff.
• Follow established ITIL processes and best practices.
• Participate in projects as a member and support the successful delivery of said project.

• In a professional manner respond to Member requests through preferred channels within agreed SLA timelines.
• Actively communicate with Payments Canada staff, service partners and stakeholders to reach an optimal solution to issues.
• Cultivate and maintain strong working relationships with internal stakeholders and service partners to optimize payments system maintenance and support.
• Maintain support channels with product and service partners.
• Represent the RTR Payment Operations Centre team effectively in internal and external meetings.

• Post‑secondary degree or diploma in Business Administration, Computer Science or other related fields.
• Bilingual in both official languages;
  English and French.
• Equivalent experience combined with formal post‑secondary education.
• Minimum three (3) years of experience in an operations support and/or Service Desk environment.
• Must be able to work permanent shifts and participate in the…