Service Management Analyst

Payments Canada is at the forefront of the Canadian payment ecosystem, dedicated to making payments easier, smarter and safer for all Canadians. Every day our systems clear and settle approximately $107 trillion in 2024, and $424 billion each business day. We work diligently to ensure transactions are carried out safely and securely.

Who we are

Payments Canada is a public, non‑profit organization that owns and operates payment systems processing billions of dollars each business day. We convene ecosystem participants to discuss their diverse interests and navigate industry‑level challenges, guided by values of integrity, collaboration, and innovation.

Our culture

We foster authenticity, collaboration, innovation, and development, empowering staff to make meaningful societal impact. Our culture encourages continuous learning and trusted teamwork.

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 your work 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

We need a Service Management Analyst to strengthen our ITSM Practices team and help us exceed ISO27001, NIST, PPO, and FMI standards.

A day in the life

Technical Services and Program/Project Delivery

• Execute key ITSM functions including technical support, operational readiness, process reporting, technical enhancement, QA, change management, data trending and analysis, monitoring, audits, customer service, and associated project management.

Solution Delivery Management

• Participate in project teams composed of internal technical staff and consultants.
• Assist the Manager in project management functions by providing effort estimates and developing schedules, plans, and recommendations.
• Collaborate with PMs and Service Management leadership to advance projects and initiatives.

Contacts and Communications

• Engage with clients to provide technical support, identify and address client needs, and maintain relationships with external clients, service providers, and vendors.
• Identify opportunities for new solutions to improve ITSM Practices and support.

What you need to be successful

• Post‑secondary education in a related discipline.
• Minimum three (3) years of experience in an operations support, service management, or service desk environment.
• ITIL4 certification, or the intention to obtain it within the first six months.
• Willingness to participate in on‑call rotation and periodic overtime.
• Eligibility to pass background checks (criminal, credit, identity, employment, and education).

Desired qualifications

• Experience in project management best practices.
• Bilingualism in English and French.

Salary range

• $73,500 to $122,500, commensurate with experience.

Benefits

• Flexible hybrid environment.
• Competitive compensation package including annual variable bonus and defined contribution pension plan with employer match.
• Comprehensive health, dental, mental health, life insurance, and health‑spending account for employee and dependents.
• Paid time off: minimum four weeks vacation, sick and personal days, December holiday shutdown, and cultural holiday observances.
• 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.
i> Monthly all‑staff forums led by the Executive Leadership Team.

Commitment to Fair Hiring

Payments Canada is an equal opportunity employer that values diversity. Recruitment processes use automated tools, not generative AI, to screen candidates objectively. Human decision‑making by hiring managers remains final.

Diversity, Inclusion & Equity

We are committed to an inclusive culture that values all differences and encourages career growth for everyone. We encourage applications from women, Aboriginal people, persons with disabilities, and visible minorities. We also support accommodation needs during the interview process.

Applications will close on June 19, 2026.

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.