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About the Role

Payments Canada is seeking a Payment Operations Centre Analyst to provide critical, first-line support for Canada's payment systems. This permanent position involves 24/7 operational duties, including system monitoring, incident mediation, and client advisory services. The role also contributes to documentation and process improvement projects.

Responsibilities

• Participate in the preparation for the deployment of a new national payment system (Real-Time Rail), including operational readiness, pre-Go-Live support, documentation, training, and validation.
• Serve as the primary point of contact and relationship liaison between Participants, Service Partners, and Payments Canada.
• Provide continuous monitoring of payment flows, system availability, and conduct routine system validation checks.
• Execute and follow up on customer Requests, Incidents, and Problems.
• Manage all incidents efficiently, ensuring timely resolution and adherence to escalation procedures.
• Perform core ITIL functions (Request, Change, Incident, Problem) to maintain high service standards.
• Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance.
• Actively monitor critical payment systems, identify anomalies, and translate observations into appropriate actions.
• Respond to issues professionally and efficiently, initiating the Incident Response process.
• Establish and maintain a sound understanding of all external application functions.
• Maintain a high level of customer service and represent Payments Canada to external stakeholders.
• Maintain a high degree of knowledge on Payments Canada functions through scheduled and self-led training.
• Participate in projects as a member and support their successful delivery.
• Respond to Member requests through preferred channels within agreed SLA timelines.
• Actively communicate with Payments Canada staff, service partners, and stakeholders to reach optimal solutions.
• Cultivate and maintain strong working relationships with internal stakeholders and service partners.
• Manage and maintain support channels with product and service partners.
• Represent the RTR, Payment Operations Centre team effectively in internal and external meetings.
• Monitor support channels for incoming communications from service partners.
• Participate in ongoing learning through courses, self-study, and research to maintain required skills.

Requirements

• Bilingual in both official languages; English and French.
• Secondary school diploma or equivalent.
• Minimum three (3) years of experience in an operations support and/or Service Desk environment.
• Must be able to work permanent shifts and participate in periodic overtime.
• Eligibility to successfully complete background checks (criminal, credit, identity, employment, and education).

Skills

• Strong set of core technical skills and business acumen.
• Proficient in executing ITIL functions (Incident, Request, Change, and Problem Management).
• Attention to detail while monitoring critical payment systems, dashboards and infrastructure.
• Experienced in taking ownership of, executing, and maintaining Standard Operating Procedures.
• Ability to serve as a first-point-of-contact, performing timely incident handling and escalation.
• Proven ability to contribute to operational documentation and service improvement initiatives.
• Ability to work on modern operating systems, SAAS solutions and OnPrem on both PC and mobile devices.
• Microsoft Operating Systems and Microsoft Office suite.
• Google Workspace.
• RSA Appliance
• Telecommunication, Systems Networking.
• Certification and experience with ITIL and associated processes.
• Quality Assurance/Control.
• Ability to define and execute RTR Payment Operations Centre processes and procedures.
• Required fluency in English and French.
• Highly reliable, with a proven commitment to punctuality for permanent shifts, on-call participation, and required overtime.
• Ability to rapidly grasp how a system works, particularly from the functional (user) perspective.
• Strong ability to cultivate relationships and mediate effectively between financial members and service partners.
• Resourceful, energetic, self-motivated, and able to assume responsibility with minimal supervision.
• Strong interpersonal and teamwork skills and customer service orientation.
• Experienced in providing clear and professional advisory services to participants.
• Meets requirements for obtaining and maintaining a high-level government security clearance.
• ITIL, HDI or similar industry certifications.
• Practical experience with one or more of the Payments Canada supported technology products, tools, and/or services (i.e., Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).
• Knowledge of payment infrastructure.
• Overnight shift experience preferred.
• Experience in operations support and/or Service Desk environment is considered an asset.

Location

• Hybrid (remote/office)

Work Type

• Permanent
• Full-time

Experience Level

• Minimum three (3) years of experience in an operations support and/or Service Desk environment.

Education Level

• Secondary school diploma or equivalent.

Salary/Compensations

• $71,400

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.

About the Company

• Payments Canada is a public purpose, non-profit organization at the center of Canada’s payment ecosystem, owning and operating payment systems that process hundreds of billions of dollars daily.
• We convene ecosystem participants to discuss diverse interests and navigate industry challenges.
• Our values are: Inspire trust, build community and enable change.
• We foster a culture that promotes authenticity, collaboration, innovation, and development.
• We empower employees to make meaningful contributions that impact the organization and the country.
• We develop and nurture connections that drive innovation in our ecosystem.

Equal Opportunity

• Payments Canada is dedicated to fair, transparent, and inclusive hiring.
• We are an equal opportunity employer and value diversity.
• Our recruitment process uses automated tools, but not generative AI, to objectively screen and evaluate applications.
• Trained recruitment professionals and hiring managers make the final hiring decisions.
• We are committed to making everyone feel they can be themselves and thrive at work.
• We are committed to employment equity and actively encourage applications from women, Aboriginal people, persons with disabilities, and visible minorities.
• We will provide special accommodation for interviews if requested.
• Preference will be given to Canadian citizens and permanent residents.
• Only selected candidates will be contacted for an interview.