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About the Role

The Payment Operations Centre Analyst (POCA-L1) is responsible for providing critical, first-line support for Canada's payment systems. This rotational position involves 24/7 operational duties, including system and network device monitoring, incident mediation between vendors and financial members, and providing direct advisory services to financial member clients.

Responsibilities

• Serve as the primary point of contact and relationship liaison between Financial Institutions (FIs) 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 strict adherence to escalation procedures.
• Perform core ITIL functions (Request, Change, Incident, Problem, and Escalation) to maintain high service standards.
• Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance as part of operational methodologies.
• Cultivate and maintain strong working relationships with internal stakeholders to optimize payments system maintenance and support.
• Monitor support channels for incoming communications from vendors.
• Represent the Payment Operations Centre team effectively in internal meetings.
• Commit to ongoing learning through in-house self-study, technical reading, and research to maintain expertise relevant to the role.

Requirements

• Secondary school diploma or equivalent.
• Bilingual in both English and French.
• Must be able to work rotational shifts and participate in the on-call support rotation and periodic overtime after six (6) months of employment.
• Eligibility to obtain and maintain a Government of Canada Reliability Status Clearance.
• Can successfully complete enhanced background checks that may be carried out by Payments Canada.

Skills

• Proficient in executing ITIL functions (Incident, Request, Change, and Problem Management).
• Attention to detail while monitoring critical payment systems and infrastructure.
• Take ownership of executing Standard Operating Procedures.
• Ability to serve as a first-point-of-contact, performing timely incident handling and correct escalation.
• Contribute to operational documentation and service improvement initiatives.
• Required fluency in English and French to liaise with national stakeholders (FIs and internal teams).
• Highly reliable, with a proven commitment to punctuality for rotational shifts, on-call participation and overtime.
• Strong ability to cultivate relationships and mediate effectively between financial members and vendors.
• Provide clear and professional advisory services to financial institution clients.
• ITIL Foundation certification in IT Service Management.
• Knowledge of payment infrastructure.
• Experience in operations support and/or Service Desk environment.

Location

• Hybrid (remote/office)

Work Type

• Rotational shifts
• On-call support
• Periodic overtime

Experience Level

• Entry level

Education Level

• Secondary school diploma or equivalent

Salary/Compensations

• $57,800

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 at the forefront of the Canadian payment ecosystem.
• Our purpose is to make payments easier, smarter and safer for all Canadians.
• 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.
• 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.

Equal Opportunity

• 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.
• 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 hrinfo@payments.ca.
• 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.