Service Management Analyst

Payments Canada; Ottawa; Hybrid; CAD 83,000 - 105,000; Full time

Job summary

Payments Canada is seeking a Service Management Analyst to lead ITSM practices, including incident, problem, change and release management, and to ensure alignment with governing standards such as ISO27001, NIST, PPO and FMI. The role emphasizes continuous improvement, audits, metrics, and collaboration with project teams.

The candidate will support technical services, run performance dashboards, and participate in post-implementation analyses to enhance service delivery capabilities.

Qualifications

• 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.

Responsibilities

• Execute ITSM/ITIL functions within the Service Management Office, including incident, problem, change, release and configuration management.
• Monitor, measure and report on process efficiency using KPIs and drive improvements.
• Perform audits and post-implementation analyses and develop process enhancements.
• Support technical solutions, develop reports, and participate in system verification and audits.
• Collaborate with process owners and IT groups to align changes with service delivery objectives.
• Contribute to monthly reporting, statistical trending and analysis.
• Engage in project work with internal teams and external consultants.

Skills

ITSM processes

Data analysis

ServiceNow ITSM

JIRA & Confluence

ITIL certification

Asset lifecycle

Quality Assurance

Education

Post-secondary education in related disciplines

Tools

ServiceNow

JIRA

Confluence

Job description

What we are looking for

Reporting to the Manager, the Service Management Analyst 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.

Responsibilities of the Service Management Analyst position includes but is not limited to:

Technical Services and Program/Project Delivery

• 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.
• Act as a delivery analyst, ensuring the integrity of Payments Canada’s ITSM Management practices through Request, Incident, Problem, Change, Release, Configuration, and any new ITSM Management practices.
  • Deploy and manage best practices, roles and responsibilities for the day-to-day management of the corporation.
  • Manage operational functions of the ITIL Practices library
  • Ensure the necessary resources (i.e., people, tools, procedures, work instructions, etc) are in place to carry out the activities of the process
  • Monitoring, measuring and reporting on the efficiency and effectiveness of the process using the KPIs.
  • Work with the process owner to identify and implement process improvement initiatives.
  • Perform regular internal audits of ITSM processes.
• Participate in the ITSM/ITIL delivery function, which includes: incident, problem, and change management; executing processes, performing quality assurance; running change meetings and processes; participating in auditing and monitoring activities; participating in trending and analysis, as well as performance metrics activities; and participating in audits and post-implementation analysis.
• Participate in and perform technical activities and customer services, which involve providing technical solutions to Analysts and clients, monitoring systems, developing reports, and participating in system verification and audit activities. Ensures that ITSM records are handled in a timely manner and appropriate escalation is followed. Whenever applicable, the incumbent is expected to participate in post-mortem analysis for various incidents and problems in collaboration with the Director Service Management.
• Review and monitor all standard operating Procedures as per standing Service Management procedures.
• Participate in the design, development, and implementation of changes for policies, procedures and processes and develop recommendations, solutions and proposals to support these changes.
• Participate in the operational readiness activities - the incumbent must be aware of projects and initiatives in other IT groups to determine their impact on changes, purchases, new processes, etc. and recommend appropriate solutions for implementation to ensure service delivery can support these projects and initiatives.
• Participate in the development and implementation of solutions in relation to the automation of processes, identify automation opportunities, oversee the development of solutions and participate in the implementation to improve service performance and efficiency.
• Provide input to various IT groups concerning service enhancements.
• Establish and maintain a sound understanding of all external application functions (both Payments Canada and host platforms).
• Contribute to monthly reporting, statistical trending and analysis by providing service-related statistics.

Solution Delivery Management

• 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.

Contacts and Communications

• 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.

Technical Competencies

• Ability to define, translate, and execute Service Management processes and procedures
• Competency in data gathering and statistical analysis
• ServiceNow SaaS ITSM platform operational experience
• JIRA, Confluence and other collaboration tools
• Certification and experience with ITIL and associated processes
• Experience in asset lifecycle management
• Experience in Quality Assurance/Control

Personal Competencies

• Strong analytical and organizational skills
• Good problem-solving and advisory skills
• Strong and accurately presented written and oral communication skills
• Customer-centric focus
• Attention to detail, know your audience and
• Quick learner

What you need to be successful

• 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.

You will really stand out with

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

Salary range

Our target starting rate for this role is $83,300 with flexibility based on your experience and qualifications. The full salary range and benefits package are detailed below.