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About the Role

Payments Canada is seeking a Senior Service Management Analyst to implement and apply ITIL functions, ensuring compliance with standards like ISO 27001, NIST, PPO, and FMI. This role contributes to the governance, implementation, and release of new ITIL processes within the ITSM Practices team.

Responsibilities

• Develop and maintain a multi-year roadmap for Service Management Practices deployment and maturity.
• Participate in planning and budgeting activities.
• Identify the impact of upgrades on Service Management practices in collaboration with the ITSM Services team.
• Organize and facilitate periodic procedure reviews with key service stakeholders.
• Represent ITSM Practices in meetings and integration with other divisions.
• Establish the Service Management procedure training strategy and plans.
• Coordinate the development of supporting training materials.
• Provide subject matter expertise to projects requiring integration with ITSM practices.
• Coordinate periodic meetings with stakeholders.
• Provide support and training to practice stakeholders.
• Represent Payments Canada at Service Management industry groups and committees.
• Engage in professional development through courses, seminars, self-study, and research.

Requirements

• Post-secondary degree or diploma in business and/or Information Systems fields.
• Minimum of five (5) years of experience in a service management function, including ITIL processes.
• Information Technology Infrastructure Library (ITIL) certification.
• Eligibility to successfully complete background checks (criminal, credit, identity, employment, and education).

Skills

• ITIL
• ServiceNow
• JIRA
• Confluence
• Google Suite
• BPMN 2.0
• Business Process Management practices
• ITIL and associated processes
• Quality Assurance/Control
• Business writing
• Well-developed communication (oral and written) skills
• Good problem-solving and advisory skills
• Excellent interpersonal, customer service, and relationship-building skills
• Well-developed analytical and organizational skills with keen attention to detail
• Ability to rapidly grasp system functionality from a user perspective

Location

• Hybrid (remote/office)

Work Type

• Full-time

Experience Level

• Senior

Education Level

• Post-secondary degree or diploma

Salary/Compensations

• $100,300

Benefits

• Flexible, hybrid (remote/office) environment
• Competitive compensation package
• Annual variable bonus
• Defined contribution pension plan with employer matching (if eligible)
• Comprehensive health and dental benefit coverage
• Mental health coverage
• Life insurance
• Health spending account for employee and dependents (Permanent and temporary employees with contracts 12 months and over)
• Minimum four weeks paid vacation
• Sick and personal days
• December holiday shutdown
• 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 Executive Leadership Team

About the Company

• Payments Canada is a public purpose, non-profit organization at the center of Canada’s payment ecosystem.
• We own and operate payment systems processing hundreds of billions of dollars daily.
• We convene ecosystem participants to navigate industry challenges.
• Our values are: Inspire trust, build community and enable change.
• Our culture fosters authenticity, collaboration, innovation, and development.
• We empower employees to make meaningful contributions impacting the organization and the country.

Equal Opportunity

• We are an equal opportunity employer and value diversity at our company.
• We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities and visible minorities.
• 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.
• Preference will be given to Canadian citizens and permanent residents.