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Added 11 mins ago
AI
Account Manager
Axis Insurance
Vancouver, BC
- $65,000 to $70,000 CAD / year
- Full-time
As an Account Manager, Personal lines a typical day might include:
Added 11 mins ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Markham, ON
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 11 mins ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Vaughan, ON
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 11 mins ago
WI
Project Manager, Power Delivery (Data Centres)
WSP in Canada
Toronto, ON
- Full-time
As a Senior Project Manager with experience in Data Centres, you will bring expertise to support the planning, development and execution of projects including Data Centres or traditional…
Added 11 mins ago
W
Office Manager
W3Global
Lloydminster, AB
- $70,000 to $90,000 CAD / year
- Full-time
Our client is a people-driven environmental consulting firm that delivers safe, practical, and client-focused solutions. Our work spans multiple sectors, including Upstream and Midstream…
Added 11 mins ago
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Operations Manager
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Saint-Hyacinthe, QC · St-Hyacinthe, QC
- Full-time
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Added 26 mins ago
DC
Program Leader (Environmental Services)
Defence Construction Canada
Halifax, NS
- Full-time
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Added 26 mins ago
CG
Operations Manager
Compass Group Canada
Smithers, BC
- Full-time
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Added 26 mins ago
S
Human Resources Manager
Stella-Jones
Shelburne, ON
- $87,900 to $109,900 CAD / year
- Full-time
…will partner directly with plant leadership and operational client groups, providing trusted counsel, strategic HR guidance, and hands-on operational support in accordance with company…
Added 26 mins ago
L
Spécialiste Service Client | Customer Care Specialist Supply Chain
L'Oréal
Montreal, QC
- Full-time
Reporting to the Customer Care Logistics Manager, you lead the order-to-cash lifecycle for our Canadian retail accounts, acting as the key operational bridge between sales and physical…
Added 26 mins ago
RH
Corporate Account Manager
Robert Half
BC · Fraser Valley, BC
- Full-time
We are partnering with a leading, global industrial manufacturer to support their search for a Corporate Account Manager to represent their business across British Columbia, with a primary…
Added 26 mins ago
S
Access & Reimbursement Manager (Oakland/Bakersfield, CA)
Stratis
Field, BC
- Full-time
In this contracted role, the Access Reimbursement Manager (ARM) is a client-facing and client-customer facing role that will be responsible for managing a dedicated territory to support…
Added 26 mins ago
J
Senior Account Manager, Media
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Canada
- Full-time
The Senior Account Manager, Media will manage and grow relationships with a portfolio of high-value brand, agency, and original equipment manufacturer (OEM) clients across specialized…
Added 26 mins ago
C
Service Delivery Manager
Cognizant
Vancouver, BC
- Full-time
As a Service Delivery Manager, you will make an impact by overseeing the delivery of infrastructure and support services, ensuring service levels are achieved, operational performance is…
Added 26 mins ago
O
Client Manager
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Richmond Hill, ON
- Full-time
Client Manager's (CM) at OpenText are part of a global team of highly skilled and entrepreneurial professionals who understand that their clients are experiencing unprecedented change. Your…
Added 26 mins ago
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Commercial Property Manager
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Toronto, ON · Etobicoke, ON
- $95,000 to $120,000 CAD / year
- Full-time
Our client is an established, privately traded owner-operator of commercial real estate that has been in business since the 1950's. They are hiring an experienced Commercial Property…
Added 26 mins ago
AI
Account Manager, Private Client
Axis Insurance
Burlington, ON
- $70,000 to $80,000 CAD / year
- Full-time
As an Account Manager, Private Client a typical day might include:
Added 26 mins ago
AI
Account Manager
Axis Insurance
Burlington, ON
- $70,000 to $80,000 CAD / year
- Full-time
As an Account Manager, a typical day might include:
Added 26 mins ago
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Volunteer Coordinator
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· Recruits, screens, and trains new client-based volunteers;
Added 26 mins ago
RH
Accounting Manager
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Vancouver, BC
- $100,000 to $130,000 CAD / year
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Our client, an established organization within the marine industry, is seeking an experienced Accounting Manager to join their team in downtown Vancouver. This is an excellent opportunity…
Added 26 mins ago
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Project Manager (Permanent)
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Toronto, ON
- Full-time
CoreFactor is searching for a Project Manager on a full-time/permanent basis for a client in the GTA.
Added 26 mins ago
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Program Manager - Capital Markets (FSI)
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Sia Partners is seeking a high-performing Program Manager - Capital Markets Transformation to support complex regulatory and strategic transformation initiatives within the Financial…
Added 56 mins ago
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Experienced Agency Account Manager
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- Full-time
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Added 56 mins ago
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Reporting to the Manager, MHC-Masters/MSW will implement services meeting the needs of individuals with mental health and addiction illnesses utilizing Recovery Principles. The candidate…
Added 56 mins ago
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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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