Bilingual RTR Payment Operations Center Analyst - Level 3

Payments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2024 alone, our systems cleared approximately $107 trillion or $424 billion each business day! If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you!

Who we are

We Are a Public Purpose, Non-profit Organization Situated 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. We Adhere To a Set Of Values That Are Our North Star

Inspire trust, build community and enable change .

Payments Canada — where our country connects: Payments Canada — Who we are

Our culture

With our people in mind, 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. We are Payments Canada!

Do you want to make payments easier, smarter and safer for Canada? Join us today!

You need to work here if

• You love working with passionate, ambitious and collaborative colleagues.
• You want to be challenged and lead unique initiatives.
• You want to grow, develop and become a subject matter expert in your field.
• You want your work to make an impact in your community and country.

What we are looking for

Payments Canada governs and operates Canada’s essential payment clearing and settlement infrastructure, including associated systems, by-laws, rules, and standards. As an organization focused on strategic growth to better serve Canadians, all employees must be adaptable and willing to drive positive change within their team and the company.

The Payment Operations Centre Analyst - (Level III) is responsible for providing critical support for Canada's payment systems in addition to the duties and responsibilities outlined in the below description. This position involves 24/7 operational duties, including system monitoring, incident mediation between service partners and financial members, and providing direct advisory services to financial member clients.

The position also contributes significantly to documentation and process improvement projects across the organization.

Business and Technical Services and Program Delivery

• Participate in the preparation for the deployment of a new national payment system (Real-Time Rail), including but not limited to: Operational Readiness activities; pre-Go-Live support (i.e. high-level monitoring, critical incident events, change management, etc), documentation build and refinement, training enhancements and participating in validation activities prior to go-live.
• 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 strict adherence to escalation procedures.
• Perform core ITIL functions (Request, Change, Incident, Problem, etc) to maintain high service standards and follow established best practices.
• Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance as part of operational methodologies.
• Actively monitor critical payment systems. Monitor dashboards, identify anomalies, and translate observations into appropriate actions in accordance with SOPs.
• Respond to issues in a professional and efficient manner and initiating the Incident Response process properly.
• Establish and maintain a sound understanding of all external application functions (both PC and service partner platforms).
• Maintain a high level of customer service throughout all activities and representing 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, Payment Operations Centre Analyst staff.
• Participate in projects as a member and support the successful delivery of said project.

Contacts and Communications

• In a professional manner respond to Member requests through preferred channels within agreed SLA timelines.
• Actively communicating with Payments Canada staff, service partners and stakeholders to reach an optimal solution to issues.
• Cultivate and maintain strong working relationships with internal stakeholders and service partners to optimize payments system maintenance and support.
• 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.

Professional Development

• The incumbent can expect to participate in ongoing learning by attending courses, following in-house self-study courses, and pursuing technical and business reading and research in order to maintain the skills required in the performance of the duties associated with this position.

Business & Technical Competencies

• 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.

Personal Competencies

• Required fluency in English and French to liaise with national stakeholders.
• 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, but not exclusively, 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.

What you need to be successful

• 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 that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks.
• Reside in Ottawa OR Toronto - Hybrid / On-Site as needed

You will really stand out with

• 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.

Salary range

• Based on qualifications and experience: $73,500 to $122,500.

What's in it for you?

• 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 .

Our Commitment to Fair Hiring

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.

Our diversity, inclusion and equity commitment

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.