Service Management Analyst

Payments Canada; Toronto; Hybrid; CAD 83,000 - 110,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive compensation package

Health & dental benefits

Paid time off

Job summary

Payments Canada is seeking a Service Management Analyst to join our ITSM Practices team in a hybrid work model across Canada. You will support ITIL/ITSM operations, incident and change management, and drive process improvements for our financial systems and services.

The role requires 3+ years in an Operations/Service Management environment, ITIL4 knowledge, and ability to work in a fast-paced, client-focused setting.

Qualifications

• Post-secondary education in related disciplines.
• Minimum of three years in Operations Support, Service Management, or Service Desk.
• ITIL4 certification or willing to obtain within 6 months.
• Eligible for background checks and on-call rotations.

Responsibilities

• Execute ITSM practices, incident, problem, change management, and related processes.
• Assist with project schedules, plans, and resource estimates.
• Provide technical support and advisory services to Analysts and clients.
• Monitor systems, develop reports, and contribute to audits and KPIs.

Skills

Analytical skills

Communication skills

Problem solving

Education

Post-secondary education in related disciplines

Tools

ServiceNow

JIRA

Confluence

Job description

Payments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2025 alone, our systems cleared approximately $103 trillion or $411.9 billion every business day! If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you!

| Who we are

We Are a Public Purpose, Non-profit Organization Situated At The Center Of Canada’s Payment Ecosystem. We Own And Operate Payment Systems That Process Hundreds Of Billions Of Dollars’ Worth Of Payment Transactions Every Business Day. We Convene Ecosystem Participants To Discuss Their Multiple And Diverse Interests And Ideas And To Navigate Industry-level Challenges. We Adhere To a Set Of Values That Are Our North Star

Inspire trust, build community and enable change

Payments Canada — where our country connects

| Our culture

With our people in mind, we have created a culture that fosters authenticity, collaboration, innovation and development. We empower one another, make meaningful contributions that not only impact the organization, but our country! We develop and nurture meaningful connections that drive innovation in our ecosystem. We are Payments Canada!

Do you want to make payments easier, smarter and safer for Canada? Join us today!

You need to work here if

• You love working with passionate, ambitious and collaborative colleagues.
• You want to be challenged and lead unique initiatives.
• You want to grow, develop and become a subject matter expert in your field.
• You want your work to make an impact in your community and country.

| 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.

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.

| What's in it for you?

• 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.

| Our Commitment to Fair Hiring

At Payments Canada, we are dedicated to fair, transparent and inclusive hiring. We are an equal opportunity employer and value diversity at our company. Our recruitment process uses automated tools, but not generative AI, to objectively screen and evaluate applications and confirm that a candidate’s qualifications meet job requirements. It is important to remember that these tools support, but do not replace, human decision-making. Our trained recruitment professionals and hiring managers always make the final hiring decisions.

| Our diversity, inclusion and equity commitment

At Payments Canada, we are committed to making everyone feel they can be themselves and thrive at work. We will continue to build on a foundation of respect and appreciation for diversity in all forms and collectively create an inclusive and equitable culture where our differences are valued. We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation by emailing [e-mail].

We thank all applicants for their interest in this opportunity. Preference will be given to Canadian citizens and permanent residents. Only selected candidates will be contacted for an interview.