Bilingual - Payment Operations Centre Analyst (Level II)

Payments Canada•Toronto, ON

13d•CA$63,000 - CA$105,000•Hybrid

About The Position

Payments Canada is seeking a Bilingual Payment Operations Centre Analyst (Level II) to provide critical, first-line support for Canada's payment systems. 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 role also contributes significantly to documentation and process improvement projects across the organization. The ideal candidate is passionate about payments and wants to ensure financial transactions in Canada are carried out safely and securely.

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.

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

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 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 representing 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.
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.
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.

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.