Bilingual - Payment Operations Centre Analyst; Level II

Overview

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: inspire trust, build community and enable change.

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 is responsible for providing critical, first-line support for Canada s payment systems in addition to the duties and responsibilities outlined in the below description. This permanent 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.

• Actively monitor critical payment systems and dashboards, escalating as required.
• Respond to issues in a professional and efficient manner and initiate the Incident Response processes properly.
• Support the RTR, Senior Payment Operations Centre Analyst for all escalated incidents.
• Periodically act as Shift Lead for all critical decisions and business operations.
• Maintain a high level of customer service throughout all activities and represent Payments Canada to external stakeholders.
• Maintain a high degree of knowledge on Payments Canada functions through scheduled and self-led training.
• Follow established ITIL processes and best practices.
• Participate in projects as a member and support the successful delivery of said project.

• Respond to Member requests professionally 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.
• Manage requests via phone, email or chat with participants and technical operators.
• Represent the RTR Payment Operations Centre team effectively in internal and external meetings.

• Bilingual in both official languages;
  English and French.
• Secondary school diploma or equivalent.
• 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 periodic overtime.
• Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.

• ITIL, HDI or similar industry certifications.
• Practical experience with one or more of the Payments Canada supported technology products, tools, and/or services (i.e., Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).
• Knowledge of payment infrastructure.
• Overnight shift experience preferred.
• Experience in operations support and/or Service Desk environment is considered an asset.

• Based on qualifications and…