Payment Operations Center Analyst - Level 1

Payments Canada•Toronto, ON

23h•Hybrid

About The Position

Payments Canada is seeking a Payment Operations Center Analyst (POCA-L1) to provide critical, first-line support for Canada's payment systems. This rotational position involves 24/7 operational duties, including system and network device monitoring, incident mediation between vendors and financial members, and providing direct advisory services to financial member clients. Payments Canada is a public purpose, non-profit organization at the center of Canada’s payment ecosystem, owning and operating payment systems that process hundreds of billions of dollars daily. The organization values inspiring trust, building community, and enabling change, fostering a culture of authenticity, collaboration, innovation, and development.

Requirements

Secondary school diploma or equivalent.
Bilingual in both English and French.
Must be able to work rotational shifts and participate in the on-call support rotation and periodic overtime after six (6) months of employment.
Eligibility to obtain and maintain a Government of Canada Reliability Status Clearance and can successfully complete enhanced background checks that may be carried out by Payments Canada.

Nice To Haves

ITIL Foundation certification in IT Service Management.
Knowledge of payment infrastructure.
Experience in operations support and/or Service Desk environment is considered an asset.

Responsibilities

Actively monitor critical payment systems.
Respond to issues in a professional and efficient manner and initiating the Incident Response process properly.
Maintain a high level of customer service / professionalism 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.
In a professional manner respond to Member requests through preferred channels within agreed SLA timelines.
Actively communicating with Payments Canada staff and stakeholders to reach an optimal solution to issues.

Benefits

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 dependents (Permanent and temporary employees with contracts 12 months and over).
Paid time off: minimum four weeks paid vacation, sick and personal days, December holiday shutdown and cultural holiday observance days.
26 weeks of paid maternity and parental leave top-up (if eligible)
Rewards and recognition program.
Access to office gym facilities.
Internal and external professional development opportunities.
Fun team and organizational events.
Monthly all staff forums led by our Executive Leadership Team.