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About the Role

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

Responsibilities

• Participate in 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, dashboards, 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.
• Provide operational support to RTR and Payment Operations Centre Analyst staff.
• Participate in projects as a member and support 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

• Post-secondary degree or diploma in Business Administration, Computer Science or other related fields.
• Bilingual in both official languages; English and French.
• Equivalent experience combined with formal post-secondary education.
• Minimum five (5) years of experience in an operations support and/or Service Desk environment.
• Must be able to work permanent shifts and participate in the on-call support rotation and 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.

Location

• Hybrid (remote/office)

Work Type

• Full-time
• Permanent shifts
• On-call support rotation
• Periodic overtime

Experience Level

• Minimum five (5) years of experience in an operations support and/or Service Desk environment.

Education Level

• Post-secondary degree or diploma in Business Administration, Computer Science or other related fields.
• Equivalent experience combined with formal post-secondary education.

Salary/Compensations

• Target starting rate: $83,300

Benefits

• Competitive compensation package
• Annual variable bonus
• Defined contribution pension plan with employer matching
• Comprehensive health and dental benefit coverage
• Mental health coverage
• Life insurance
• Health spending account
• 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
• Rewards and recognition program
• Access to office gym facilities
• Internal and external professional development opportunities
• Team and organizational events

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 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.
• Our values are: Inspire trust, build community and enable change.
• We have created a culture that fosters authenticity, collaboration, innovation and development.
• We empower one another, make meaningful contributions that impact the organization and our country.
• We develop and nurture meaningful connections that drive innovation in our ecosystem.

Equal Opportunity

• We are an equal opportunity employer and value diversity at our company.
• Our recruitment process uses automated tools to objectively screen and evaluate applications.
• 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.
• If selected for an interview, please advise us if you require special accommodation by emailing hrinfo@payments.ca.
• Preference will be given to Canadian citizens and permanent residents.