Payment Operations Center Analyst - Level 3

Payments Canada•Toronto, ON

12d•Hybrid

About The Position

Payments Canada is seeking a Payment Operations Centre Analyst - (Level III) to provide critical support for Canada's payment systems. This role 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. The ideal candidate will be adaptable and willing to drive positive change within their team and the company, aligning with Payments Canada's focus on strategic growth to better serve Canadians.

Requirements

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 on-call support rotation and periodic overtime.
Eligibility to successfully complete background checks that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.

Nice To Haves

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.

Responsibilities

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.

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.