Bilingual - Payment Operations Centre Analyst - Level 2

Payments Canada•Toronto, ON

1d•CA$63,000 - CA$105,000•Hybrid

About The Position

Payments Canada is seeking a Bilingual Payment Operations Centre Analyst - Level 2 to provide critical, first-line support for Canada's payment systems. This permanent, 24/7 operational role involves system monitoring, incident mediation between service partners and financial members, and direct advisory services to financial member clients. The position also significantly contributes to documentation and process improvement projects across the organization. The ideal candidate will be passionate about payments and ensuring the safety and security of financial transactions in Canada.

Requirements

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.
Strong set of core technical skills and business acumen.
Proficient in executing ITIL functions (Incident, Request, Change, and Problem Management).
Attention to detail while monitoring critical payment systems, dashboards and infrastructure.
Experienced in taking ownership of, executing, and maintaining Standard Operating Procedures.
Ability to serve as a first-point-of-contact, performing timely incident handling and escalation.
Proven ability to contribute to operational documentation and service improvement initiatives.
Ability to work on modern operating systems, SAAS solutions and OnPrem on both PC and mobile 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 RTR Payment Operations Centre processes and procedures.
Highly reliable, with a proven commitment to punctuality for permanent shifts, on-call participation, and required overtime.
Ability to rapidly grasp how a system works, particularly, but not exclusively, from the functional (user) perspective.
Strong ability to cultivate relationships and mediate effectively 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 advisory services to participants.
Meets requirements for obtaining and maintaining a high-level government security clearance.

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.
Overnight shift experience preferred.
Experience in operations support and/or Service Desk environment is considered an asset.

Responsibilities

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 build and refinement, 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 all 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 and follow established best practices.
Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance.
Actively monitor critical payment systems, monitor dashboards, identify anomalies, and translate observations into appropriate actions in accordance with SOPs.
Respond to issues in a professional and efficient manner and initiating 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 representing Payments Canada to external stakeholders.
Maintain a high degree of 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 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 and maintain 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, following in-house self-study courses, and pursuing technical and business reading and research.

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.