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Added 16 mins ago
NB
Director CIB Business Management
National Bank of Canada
Calgary, AB
- Full-time
Working closely with senior executives, business leaders, Human Resources and internal partners, you will translate CIB priorities into coordinated initiatives that strengthen…
Added 16 mins ago
WC
(CAN) Leader d'équipe, produits frais
Walmart Canada
Montreal, QC
- Full-time
…communicated priorities from the Fresh Coach and the Store Management Team. Delegate, assist and follow-up on completion of daily Customer Availability process…
Added 16 mins ago
OT
Restaurant Manager
One Therapy Network
AB · Edmonton, AB
- Full-time
…recognize and celebrate the efforts and achievements of our team members, and we strive to provide an environment where everyone can learn, grow, and…
Added 16 mins ago
SC
Manager, Media planning
Starcom Canada
Toronto, ON
- $70,000 to $80,000 CAD / year
- Full-time
As a Planning Manager at Spark, you will oversee a team of media professionals in developing ideas and activations that drive human connections. You will lead the team in pursuing…
Added 16 mins ago
WC
(CAN) Digital Fulfillment Team Lead
Walmart Canada
Winkler, MB
- Full-time
…from the Digital Fulfillment Coach and the Store Management Team. Delegate, assist and follow up on completion of daily picking and dispensing…
Added 16 mins ago
LH
Manager, Legal Services and General Counsel
London Health Sciences Centre (LHSC)
London, ON
- Full-time
This role is accountable for day-to-day department activities, including the management of human and material resources, day-to-day staffing and scheduling, development and support of a…
Added 16 mins ago
PI
Human Resource Manager-Critical Environments
Price Industries
Winnipeg, MB
- Full-time
The Human Resources Manager is a key business partner supporting the Critical Environments team by delivering both strategic and hands-on HR leadership across unionized and non-unionized…
Added 16 mins ago
TC
Human Resources Lead
The Calgary Chinese Elderly Citizens' Association
Calgary, AB
- Full-time
The Calgary Chinese Elderly Citizens’ Association (CCECA) seeks an experienced Human Resources Lead with labour relations expertise to manage key HR functions and promote a respectful,…
Added 16 mins ago
WF
Commercial Service Director (Insurance)
Western Financial Group
Winnipeg, MB
- Full-time
Empower Your Team: Lead, mentor, and inspire a high-performance team through employee development, performance management, coaching, and succession planning.
Added 16 mins ago
SC
Media Planning, Manager
Starcom Canada
Toronto, ON
- Full-time
As a Planning Manager at Starcom, you will oversee a team of media professionals in developing ideas and activations that drive human connections. You will lead the team in pursuing…
Added 17 mins ago
AIA Youth Initiative Coach 2027
Power to Change
Abbotsford, BC
…the Code of Conduct and Statement of Faith, please contact Human…
Added 32 mins ago
M
Director, Information Risk Management Strategy and Insights
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON
- Full-time
Other Operational Support Initiatives. Lead and execute on new, evolving, and complex initiatives with abstract or
Added 46 mins ago
A
Director of Finance
Altis
Toronto, ON
- $130,000 to $155,000 CAD / year
- Full-time
Exposure to finance, human resources, governance, and long-term care operations.
Added 46 mins ago
SH
Registered Dietitian
SIEL Human Solutions
Yorkton, SK
- Temporary
SIEL Human Solutions on behalf of our client Living Spring Medical Centre in Yorkton, SK, is seeking a Temporary Full-time Dietitian to join its multidisciplinary healthcare team.
Added 1 hour ago
U
Afternoon Warehouse Associate - Delta BC
UPS
Delta, BC
- Part-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 1 hour ago
U
Afternoon Warehouse Associate - Delta BC
UPS
Delta, BC
- Part-time
…help you become better every day. We know what it takes to lead UPS into tomorrow - people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself…
Added 1 hour ago
MD
Salesforce Application Supervisor - Systems Supervisor
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
…inclusion, and invests in employees by providing benefits, support resources, and training and development…
Added 1 hour ago
SP
Vice President of Finance and Administration
Slemon Park Corporation
Slemon Park, PE
- Full-time
Lead and guide the Corporation’s accounting and human resources staff. Ensure that transactions comply with GAAP, applicable provincial requirements, and the Corporation’s financial…
Added 1 hour ago
WC
(CAN) Leader d'équipe, boulangerie et charcuterie
Walmart Canada
Montreal, QC
- Full-time
…communicated priorities from the Fresh Coach and the Store Management Team. Delegate, assist and follow-up on completion of daily Customer Availability process…
Added 1 hour ago
DC
Program Leader (Environmental Services)
Defence Construction Canada
Halifax, NS
- Full-time
The Program Leader, Environmental Services manages a group of employees at a site, usually including team leaders who provide services to the Client-Partners as part of large, complex and…
Added 1 hour ago
D
Account Executive, ENT | North America
Deel
Canada
- Full-time
…Our vision is to unlock global opportunity for every person, team, and business. Built for the way the world works today, Deel combines HRIS, payroll, compliance, benefits, performance, and…
Added 1 hour ago
OT
Restaurant Assistant Manager
One Therapy Network
Victoria, BC
- Full-time
Lead team meetings when delegated and support communication.
Added 1 hour ago
K&
Operations Manager – Night Shift
Kohl & Frisch Limited
Toronto, ON
- Full-time
Working in a fast-paced, high-volume distribution environment, you’ll lead and support your team to achieve operational goals while fostering a culture of collaboration, engagement, and…
Added 1 hour ago
J
Manager of UX Research
Jobgether
Canada
- $112,000 to $160,000 CAD / year
- Full-time
…research with people leadership, you will guide a research team while establishing scalable, user-centered practices. You will define meaningful UX metrics, leverage AI-enabled tools to…
Added 1 hour ago
CO
Mgr, Business Planning & Financial Systems - Finance
City of Mississauga
Mississauga, ON
- Full-time
Lead, develop, and empower a team of Supervisors and Analysts.

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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