Service Management Analyst

Payments Canada•Toronto, ON

7d•CA$73,500 - CA$122,500•Hybrid

About The Position

Payments Canada manages and operates critical payment systems for the Canadian economy, governed by the Bank of Canada. This position will play a key role in the ITSM practices team, responsible for practicing key ITIL functions to exceed our governing standards: ISO27001, NIST, PPO, and FMI.

Requirements

Post-secondary education in related disciplines.
Minimum of three (3) years of experience in an Operations Support, Service Management, or Service Desk environment.
ITIL4 certification or prepared to obtain certification in the first 6 months
Ability to participate in the on-call rotation and work 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

Experience in executing Project Management best practices is considered an asset.
Bilingualism (English and French) is considered an asset.

Responsibilities

Responsible for executing key functions within the Service Management Office’s ITSM Practices Team. This includes the ITIL/ITSM management functions, technical support, operational readiness, process reporting and improvement, technical enhancement and maintenance for financial systems, quality assurance, change management, data trending and analysis, monitoring and performance metrics, audits, customer services and support, and related project management and advisory services.
Participate in the work of project teams composed of internal technical staff and consultants.
Assist the Manager, ITSM Practices in project management functions by providing effort estimates and assisting with developing project schedules, plans, and recommendations.
Work with Project Managers and Service Management leadership to complete work and tasks needed to move projects and initiatives forward.
Participate in client relationships and provide technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed promptly to the satisfaction of the team and the client.
Maintain relationships with external clients, service providers, and vendors to identify new solutions for improving ongoing ITSM Practices and support of Payments Canada.

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.