Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Service Management Analyst role.
Rezi rewrites your resume against Payments Canada's job description. Free.
Tailor your resume to this Service Management Analyst role.
Rezi rewrites your resume against Payments Canada's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Service Management Analyst posting at Payments Canada — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Service Management Analyst posting at Payments Canada — free, in seconds.
About the Role
Payments Canada is seeking a Service Management Analyst to join their ITSM practices team. This role is responsible for executing key ITIL functions to meet and exceed governing standards such as ISO27001, NIST, PPO, and FMI, ensuring payments in Canada are cleared and settled safely and securely.
Responsibilities
- Execute key functions within the Service Management Office’s ITSM Practices Team, including ITIL/ITSM management, 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 necessary resources (people, tools, procedures, work instructions, etc.) are in place to carry out process activities.
- Monitor, measure, and report on the efficiency and effectiveness of the process using 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, including 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, involving providing technical solutions to Analysts and clients, monitoring systems, developing reports, and participating in system verification and audit activities.
- Ensure ITSM records are handled in a timely manner and appropriate escalation is followed.
- 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 operational readiness activities, assessing the impact of projects and initiatives from other IT groups on changes, purchases, new processes, etc., and recommending appropriate solutions for implementation to ensure service delivery can support these projects and initiatives.
- Participate in the development and implementation of solutions related to process automation, identifying automation opportunities, overseeing solution development, and participating in 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.
- 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.
- 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.
Requirements
- 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 (criminal, credit, identity, employment, and education).
Skills
- 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
- 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
- Quick learner
- Experience in executing Project Management best practices (asset)
- Bilingualism (English and French) (asset)
Location
- Hybrid (remote/office)
Work Type
- Hybrid
Experience Level
- Minimum of three (3) years of experience
Education Level
- Post-secondary education in related disciplines
Salary/Compensations
- Target starting rate: $83,300
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, making 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.
- Our values are: Inspire trust, build community and enable change.
- Our culture fosters authenticity, collaboration, innovation, and development, empowering employees and making meaningful contributions that impact the organization and the country.
Equal Opportunity
- Payments Canada is 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.
- 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 if required during the interview process.
- Preference will be given to Canadian citizens and permanent residents.