Client Service Management, Senior Analyst

Interac Corp.; Ottawa; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a dynamic team at a forward-thinking company that empowers Canadians through innovative payment solutions. As a Senior Analyst in Client Service Management, you will play a crucial role in ensuring seamless communication and timely fulfillment of requests across various services. You will leverage your ITIL knowledge and customer service expertise to support stakeholders, manage project requests, and enhance operational processes. This role offers the opportunity to work in a collaborative environment, driving continuous improvement initiatives while shaping the future of Canada's digital economy. If you are a creative thinker and problem solver, we want to hear from you!

Benefits

Competitive pay

Benefits

Investment in development

Qualifications

• Degree in IT or equivalent experience required.
• 5+ years in IT service or support role preferred.

Responsibilities

• Manage requests across all Interac services in a complex environment.
• Develop and maintain relationships with stakeholders for high satisfaction.

Skills

ITIL V4 certification

Customer service workflows

Data analysis skills

Communication skills

Stakeholder management

Ability to manage multiple priorities

Education

Degree in IT

5+ years in IT service/support

Tools

CRM

ITSM

ServiceNow

Excel

PowerPoint

Job description

Client Service Management, Senior Analyst

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Client Service Management, Senior Analyst

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At Interac, we design and deliver products and solutions that give Canadians control over their money so they can get more out of life. We lead in real-time money movement, innovative commerce solutions like open payments for transit, and advancements in verification and open banking, playing a key role in shaping Canada's digital economy.

We seek creative thinkers, problem solvers, technical gurus, and high-performance developers. We want to hear from you.

You will work within a team of analysts as a primary contact for stakeholders, managing requests across all Interac services in a complex, multi-vendor environment. Your main goal is to ensure seamless communication and timely request fulfillment. You will support the daily management of Corporate Applications and collaborate with the Implementations team for smooth onboarding and integration of new products/services into BAU support.

Responsibilities include:

• Developing and maintaining positive relationships with internal and external stakeholders, ensuring high customer satisfaction while balancing organizational needs.
• Supporting and participating in client advisory groups and stakeholder meetings.
• Managing project requests within SLA using ticketing tools, providing guidance and support.
• Providing regular status updates, follow-up, and escalation when necessary.
• Delivering training and support materials to stakeholders, ensuring adherence to data management standards.
• Supporting Corporate Applications and hardware daily.
• Reviewing system database information and user access privileges periodically.
• Managing stakeholder communications, configuration changes, user setup, and resolution of extranet issues.
• Working with vendors and internal teams to prioritize and complete tickets within timelines.
• Coordinating scope and impact assessments of proposed changes, managing changes following policies.
• Participating in CAB and supporting after-hours changes.
• Planning for the transition of new and changed services into operations, minimizing risks and meeting service levels.
• Ensuring smooth onboarding of new clients and integration of products/services.
• Managing reporting and billing across products for stakeholders.
• Monitoring quality and preparing management reports.
• Updating operational processes to ensure standards and consistency.
• Leading continuous improvement initiatives.
• Participating in projects and other duties as assigned.
• Collaborating with clients to understand and shape business requirements and translating them into solutions.
• Proactively identifying and addressing customer needs.

Qualifications include:

• A degree in IT or equivalent experience.
• 5+ years in a similar IT service or support role.
• ITIL V4 certification, strong understanding of payment systems and ITIL processes.
• Knowledge of customer service workflows in IT environments.
• Understanding of Customer Care Principles and SLAs.
• Experience coordinating with stakeholders and vendors.
• Excellent communication skills, client-focused, and able to work under pressure.
• Ability to manage multiple priorities in a fast-paced environment.
• Quick learner of new tools and technologies.
• Strong data analysis skills and knowledge of payments data.
• Proficiency with CRM, ITSM, ServiceNow, Excel, PowerPoint.
• Strong organizational, analytical, and interpersonal skills.
• Eligibility to work in Canada.

Interac conducts background checks, including criminal record, safety verification, ID cross-check, employment and education verification, and possibly credit and social media checks.

Work Culture & Benefits

We foster a culture of excellence, connectedness, and core values. We offer competitive pay, benefits, and investment in your development. Beware of fraudulent job offers claiming to be from Interac; we will never ask for money or solicit in such manners. Interac is not responsible for scams or fraudulent communications.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other

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