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Added 7 mins ago
DC
Technical Specialist, Real Property Management
Defence Construction Canada
Ottawa, ON
- Full-time
The Technical Specialist, Real Property Management, provides complex real property management services to support the delivery of Client-Partner real property projects and programs. The…
Added 7 mins ago
B
VP Sales Lead
BMO
Waterloo, ON · MARS
- Full-time
Lead Growth. Influence Strategy. Help Businesses Thrive.
Added 7 mins ago
MH
Director, Equipment Planning and Biomedical Services
Mackenzie Health
Richmond Hill, ON
- $137,748 to $175,793 CAD / year
- Full-time
The Director, Equipment Planning and Biomedical Services is accountable for clinical and non-clinical asset planning, maintenance and management. The role provides overall leadership to…
Added 7 mins ago
WI
Senior Project Engineer, Energy
WSP in Canada
Calgary, AB
- Full-time
Lead multidisciplinary project engineering activities for natural gas compressor station and related energy infrastructure projects, balancing quality, schedule, cost, constructability, and…
Added 7 mins ago
DC
Technical Specialist, Real Property Management
Defence Construction Canada
Ottawa, ON
- Full-time
The Technical Specialist, Real Property Management, provides real property management services to support the delivery of Client-Partner real property projects and programs. The incumbent…
Added 22 mins ago
DC
Project Manager
Dillon Consulting Limited
Winnipeg, MB
- Full-time
…than 1,200 employees across Canada, we offer a wide range of services related to building and improving facilities and infrastructure, protecting the environment, and developing…
Added 22 mins ago
VC
Registered Nurse (RN)/ Registered Psychiatric Nurse (RPN) - Psychiatry
Vancouver Coastal Health
North Vancouver, BC
- $41.42 to $55.91 CAD / hour
- Temporary
Services are provided in a home-like setting with the least disruption to the client's life, occupation and natural support networks. Clients are provided with information and referrals to…
Added 22 mins ago
PH
Mental Health Registered Nurse/Registered Psychiatric Nurse, new St. Paul's Hospital
Providence Healthcare
Vancouver, BC
- Other
…is changing, the new St. Paul’s Hospital is being built to lead that change, including a major expansion of mental health…
Added 22 mins ago
PH
Patient Resident Care Manager - Older Adult Clinics (Centre for Healthy Aging) & Post-COVID Recovery Clinic
Providence Healthcare
Vancouver, BC
- Full-time
· State-of-the-art facilities: The new St. Paul’s Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada, designed to…
Added 22 mins ago
AC
Customer Manager
Aston Carter
Longueuil, QC
- $45 to $60 CAD / hour
- Contract
…engine maintenance, along with various on-wing and off-wing support…
Added 37 mins ago
SH
Clinical Coordinator AHF - Full Time
Southlake Health Community
Newmarket, ON · Southlake Health
- Full-time
The Clinical Coordinator, Alternate Hospital Facilities (AHF), is a key clinical leadership position within Southlake Health's Community Programs portfolio, responsible for overseeing and…
Added 37 mins ago
TG
Area Manager/ Chef de section
The Goodyear Tire & Rubber Company
Salaberry-de-Valleyfield, QC
- Full-time
…employs about 63,000 people and manufactures its products in 48 facilities in 19 countries around the world. Its two Innovation Centers in Akron, Ohio, and Colmar-Berg, Luxembourg, strive…
Added 37 mins ago
Project Manager
ERCO Worldwide
Saskatoon, SK
Site lead for data collection for project design requirements (equipment drawings, plant services, electrical, underground, P&ID, field checks, etc.)
Added 37 mins ago
TU
Administrative Assistant, HR Students & Facilities
The University of British Columbia
Vancouver, BC
- $4,719 to $4,960 CAD / month
- Full-time
The Administrative Assistant, HR Students & Facilities provides administrative services across the School of Public Policy and Global Affairs, including human resources, facilities, events,…
Added 52 mins ago
CH
Chef d'équipe (e) de l'entrepôt- poste de soir
Cardinal Health
Dorval, QC · Canada-Dorval
- Full-time
We are looking for a positive and team-oriented individual to join our Dorval distribution center to support our distribution team. The Team Lead spends half their time on the floor,…
Added 52 mins ago
B
Senior Relationship Manager (Mid-Market)
BMO
Toronto, ON · FCP
- Full-time
Lead the structuring and negotiation of commercial credit facilities and other financial solutions.
Added 1 hour ago
VC
Therapist, Eating Disorders (Master's Degree)
Vancouver Coastal Health
Vancouver, BC
- $44.85 to $56.02 CAD / hour
- Temporary
…provide advanced and specialized clinical counselling treatment services for the designated client population (adults, children and/or youth) with eating disorders. Performs psychosocial…
Added 1 hour ago
PH
Registered Nurse Mental Health Program Enhanced Orientation Initiative
Providence Healthcare
Vancouver, BC
- Full-time
…is changing, the new St. Paul’s Hospital is being built to lead that change, including a major expansion of mental health…
Added 1 hour ago
Lead Building Operator
Abilities Centre
Whitby, ON
Reporting to the Director, Facilities, the Lead Building Operator will oversee the maintenance and general upkeep of the 125k square foot Abilities Centre facility, including plumbing,…
Added 1 hour ago
PC
Guest Experience Supervisor
Pursuit Collection
Banff, AB
- Full-time
Coach, mentor, and support Guest Experience Agents, Programming, and Facilities Attendants, team members to consistently exceed guest expectations.
Added 1 hour ago
S
Scheduler
Startec
Calgary, AB
- Full-time
Production planning and Central Scheduling Lead
Added 1 hour ago
S
Sales Administrator (Industrial Refrigeration)
Startec
AB
- Full-time
Support industrial refrigeration sales through accurate quotes, customer care, and reliable information.
Added 1 hour ago
WP
Manager, Safety, Security and Asset Management
Westerner Park
Red Deer, AB
- Full-time
…Manager provides practical guidance and recommendations to support informed decision-making and the long-term sustainability of Westerner Park’s operations and…
Added 1 hour ago
A
Talent Management Consultant
Accenture
Calgary, AB
- Full-time
…finance, HR, IT, supply chain/logistics, procurement, and other services such as legal, real estate, facilities, and…
Added 1 hour ago
EM
Process Engineer - SMT Support
Evertz Microsystems Limited
Burlington, ON
- Full-time
…solutions that deliver content to television sets, on-demand services, WebTV, IPTV, and mobile devices (like phones and tablets) worldwide. Trusted by major broadcast facilities, telcos,…

Payments Canada

Service Management Analyst

ON, Canada
Ontario, Canada, Canada

$73,500 to $122,500 CAD / year · Full-time

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Job details

Pay: $73,500 to $122,500 CAD / year
Job type: Full-time
Apply by: Nov 27, 2026
Posting language: English
Posted: Oct 28, 2026

Original job description

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 2025 alone, our systems cleared approximately $103 trillion or $411.9 billion every 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

| 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

Reporting to the Manager, the Service Management Analyst 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.

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.
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 the necessary resources (i.e., people, tools, procedures, work instructions, etc) are in place to carry out the activities of the process
Monitoring, measuring and reporting on the efficiency and effectiveness of the process using the 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, which includes: 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, which involve providing technical solutions to Analysts and clients, monitoring systems, developing reports, and participating in system verification and audit activities. Ensures that ITSM records are handled in a timely manner and appropriate escalation is followed. Whenever applicable, the incumbent is expected to 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 the operational readiness activities - the incumbent must be aware of projects and initiatives in other IT groups to determine their impact on changes, purchases, new processes, etc. and recommend appropriate solutions for implementation to ensure service delivery can support these projects and initiatives.
Participate in the development and implementation of solutions in relation to the automation of processes, identify automation opportunities, oversee the development of solutions and participate in the 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.

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.

Technical Competencies

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

Personal Competencies

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 and
Quick learner

| What you need to be successful

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 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

Our target starting rate for this role is $83,300 with flexibility based on your experience and qualifications. The full salary range and benefits package are detailed below.

| 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 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.

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More about this job

Responsibilities

Execute and maintain ITSM practices, including incident, problem, change, release, and configuration management, while monitoring performance, conducting audits, and identifying process improvements. Support technical operations, client service, operational readiness, automation, reporting, and project delivery in collaboration with internal teams and external service providers.

Requirements

Requires post-secondary education in a related discipline, at least three years of experience in operations support, service management, or a service desk environment, and ITIL 4 certification or willingness to obtain it within six months. Candidates must be able to participate in an on-call rotation and periodic overtime, and successfully complete background checks.

Skills

IT Service Management
ITIL Practices
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
ServiceNow
JIRA
Confluence
Data Analysis
Statistical Analysis
Quality Assurance
Asset Lifecycle Management
Process Improvement
Project Management

Benefits

Flexible Hybrid Work Environment
Annual Variable Bonus
Defined Contribution Pension Plan With Employer Matching
Health And Dental Coverage
Mental Health Coverage
Life Insurance
Health Spending Account
Paid Vacation
Sick And Personal Days
December Holiday Shutdown
Cultural Holiday Observance Days
Paid Maternity And Parental Leave Top-Up
Rewards And Recognition Program
Office Gym Facilities
Professional Development Opportunities
Team And Organizational Events

Visa sponsorship

Not detected in the job text

Keywords

ITSM
ITIL
ITIL 4
ServiceNow
JIRA
Confluence
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Request Management
Asset Lifecycle Management
Operational Readiness
Process Improvement
Quality Assurance
Quality Control
Data Analysis
Statistical Analysis
Performance Metrics
Key Performance Indicators
Internal Audits
Automation
Project Management
Service Desk
Operations Support
ISO 27001
NIST
Financial Systems
Payments

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