Service Management Analyst

Posted Friday, May 29, 2026 at 4:00 AM 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 . Come and join us — where payments meet purpose! | What we are looking for Payments Canada manages and operates critical payment systems for the Canadian economy, governed by the Bank of Canada. This position will play a key role in the ITSM practices team, responsible for practicing key ITIL functions to exceed our governing standards: ISO27001, NIST, PPO, and FMI. | A day in the life Responsibilities of the Service Management Analyst position includes but is not limited to: Technical Services and Program/Project Delivery Responsible for executing key functions within the Service Management Office’s ITSM Practices Team . This includes the ITIL/ITSM management functions, 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 . Solution Delivery Management 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. Contacts and Communications: 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 . | What you need to be successful Post - secondary education in related disciplines. Minimum of three (3) years of e xperience 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 that will be carried out by Payments Canada, including criminal, credit, identity, employment, and education checks. | You will really stand out with Experience in executing Project Management best practices is considered an asset. Bilingualism (English and French) is considered an asset. | Salary range Based on qualifications and experience: $73,500 to $122,500. Please submit your application by June 19, 2026. | 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. 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. | 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. 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 [email protected] . 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.