Bilingual - Payment Operations Centre Analyst - Level 2

Payments Canada is a public non‑profit organization that owns and operates Canada’s payment systems.

The Payment Operations Centre Analyst provides critical, first‑line support for Canada’s payment systems, performs system monitoring, incident mediation, and offers advisory services to financial member clients. This 24/7 permanent role also contributes to documentation and process improvement projects across the organization.

Key duties include:

• Participate in the preparation for the deployment of a new national payment system (Real‑Time Rail), including operational readiness activities, pre‑Go‑Live support, documentation, training enhancements, and validation activities.
• Serve as the primary point of contact and relationship liaison between participants, service partners, and Payments Canada.
• Provide continuous monitoring of payment flows, system availability, and conduct routine system validation checks.
• Execute and follow up on customer requests, incidents, and problems.
• Manage incidents efficiently, ensuring timely resolution and strict adherence to escalation procedures.
• Perform core ITIL functions (Request, Change, Incident, Problem, etc.) to maintain high service standards.
• Execute assigned Standard Operating Procedures (SOPs) and maintain them as part of operational methodologies.
• Actively monitor critical payment systems, monitor dashboards, identify anomalies, and translate observations into appropriate actions in accordance with SOPs.
• Respond to issues professionally and initiate the incident response process properly.
• Establish and maintain a sound understanding of all external application functions (both PC and service partner platforms).
• Maintain a high level of customer service throughout all activities and represent Payments Canada to external stakeholders.
• Maintain up‑to‑date knowledge on Payments Canada functions through scheduled and self‑led training.
• Participate in projects as a member and support the successful delivery of said project.

• Respond to member requests within agreed SLA timelines.
• Communicate with Payments Canada staff, service partners, and stakeholders to resolve issues.
• Maintain strong working relationships with internal stakeholders and service partners.
• Manage support channels with product and service partners.
• Represent the RTR, Payment Operations Centre team effectively in internal and external meetings.
• Monitor support channels for incoming communications from service partners.

• Participate in ongoing learning by attending courses, self‑study, technical and business reading, and research to maintain required skills.

• Strong core technical skills and business acumen.
• Proficient in executing ITIL functions (Incident, Request, Change, Problem Management).
• Attention to detail while monitoring critical payment systems and dashboards.
• Experienced in owning, executing, and maintaining Standard Operating Procedures.
• Ability to act as first‑point‑of‑contact, handling incidents timely and escalating appropriately.
• Proven ability to contribute to operational documentation and service improvement initiatives.
• Ability to work on modern operating systems, SaaS solutions and on‑prem devices.
• Microsoft Operating Systems and Microsoft Office suite.
• Google Workspace.
• RSA Appliance.
• Telecommunication, systems networking.
• Certification and experience with ITIL and associated processes.
• Quality Assurance/Control.
• Ability to define and execute Payment Operations Centre processes and procedures.

• Fluency in English and French to liaise with national stakeholders.
• Highly reliable with a proven commitment to punctuality for permanent shifts, on‑call participation, and overtime.
• Rapidly grasp how a system works, particularly from a functional (user) perspective.
• Strong ability to cultivate relationships and mediate between financial members and service partners.
• Resourceful, energetic, self‑motivated, and able to assume responsibility with minimal supervision.
• Strong interpersonal and teamwork skills and customer service orientation.
• Experienced in providing clear and professional…