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Patient Care Coordinator, Heartwood Centre for Women, BC Mental Health & Substance Use Services – Vancouver, BC
Sanya’k̓ula
Vancouver, BC
- Full-time
…Facilitates the evaluation of services to ensure program and service needs are…
Added 2 mins ago
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Recoveries Officer- EN
RBC
Montreal, QC
- Full-time
Embrace the service routines, goal setting and performance enablement
Added 2 mins ago
NB
Manager, Financing Solutions
National Bank of Canada
Kamloops, BC
- Full-time
Within the Commercial Banking sector, the Manager, Financing Solutions reports to the Director, Financing Solutions and will be a part of the BC Interior (ideally Kelowna, but can also be…
Added 2 mins ago
R
Recoveries Officer- EN
RBC
Montreal, QC
- Full-time
Embrace the service routines, goal setting and performance enablement
Added 2 mins ago
CC
Greeting Card Merchandiser
Carlton Cards
Burnaby, BC
- Part-time
You will be a valued member of an engaged team who work independently to complete service schedules and order processing for greeting card departments within top Canadian Retailers in a…
Added 2 mins ago
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Collections Representative
Altis
Montreal, QC · Greater Montreal Metropolitan Area
- $50,000 to $60,000 CAD / year
- Full-time
…experience in collections or bring a background in customer service, we're looking for empathetic, motivated Bilingual Collections Agents to join a growing team in the automotive financial…
Added 2 mins ago
TH
Front End Associate Part-Time - 7102 Thunder Bay
The Home Depot Canada
Thunder Bay, ON
- Part-time
Using the GET Involved approach to customer service, front-end associate greets each customer, engages them during the transaction and thanks the customer for their business.
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AC
Hourly Supervisor- Subway TRU
Aramark Canada
Kamloops, BC
- Full-time
…at Thompson Rivers University, ensuring exceptional customer service, consistent food quality, food safety compliance, and efficient operational…
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AC
Lead Cook - Dalhousie
Aramark Canada
Bible Hill, NS
- Full-time
Maintains excellent customer service with a positive attitude towards guests, customers, clients, co-workers, etc.
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AC
Food Service Delivery Driver
Aramark Canada
Halifax, NS
- Full-time
…employer and trusted hospitality partner. Because we're rooted in service, we do great things for our people, our partners, our communities, and our…
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AC
Hourly Supervisor
Aramark Canada
Ottawa, ON
- Full-time
Time to step up your career! This is your moment to shine and lead the way for others too. We're hiring full-time Food Service Supervisors to join our passionate Food Services Team.…
Added 2 mins ago
GC
Sales and Service - Garden Supplies - Lougheed
GARDENWORKS Canada
Lougheed, AB
- Full-time
We’re looking for an organized and hands-on retail leader with a passion for gardening, guest service, and operational excellence. As the Department Manager for Garden Supplies, you’ll…
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LC
Front Store Manager, Salaried Full Time Day
Loblaw Companies Limited
Sarnia, ON
- Full-time
The Front Store Manager (FSM) is responsible for managing the overall Front Store’s performance. The Front Store includes all areas of the store, including cosmetics, excluding Pharmacy.…
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Head of Performance Marketing
Tiller Digital
Calgary, AB
- Full-time
Contribute to agency leadership, service development, proposals, scoping, and the growth of our performance marketing practice.
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SD
Post Office Manager, Hourly Full Time Day
Shoppers Drug Mart
Williams Lake, BC
- Full-time
Responsible for organizing and delivering full service retail postal services (courier items, postal boxes, money transfers, call-in parcels) to Shoppers Drug Mart customers, maximizing…
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(CAN) Gérant du service à la clientèle
Walmart
Saint-Hyacinthe, QC
- Part-time
Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In this role, you lead…
Added 17 mins ago
HT
Financial Manager (CSM)
Husky Technologies
Bolton, ON
- Full-time
…the Finance and Accounting function as well as our Customer Service organization. This candidate will play an integral role in providing insightful and meaningful data on financial…
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Founding Product Manager
Klarify (YC P26)
Canada
- Full-time
We're hiring one product person, posted at two levels: Founding Product Manager and Head of Product. Apply to the one that fits you best.
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Global Payroll and Benefits Administrator
Achievers
Toronto, ON
- Contract
…administration for both countries. Reporting to the Senior Manager, Global Payroll & Benefits, you will process bi-weekly payrolls in Workday (Canada) and ADP Workforce Now (US), manage…
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AC
Operations Manager - Contact Centres
Air Canada
Dorval, QC
- Full-time
Our skilled Operations Managers embrace their role as a Leader, assisting Customer Sales and Service Agents to achieve their personal potential in the delivery of superior customer service.…
Added 32 mins ago
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Community Residential Manager
Boardwalk
Calgary, AB
- Full-time
We pride ourselves in providing the best customer service and helping people find their perfect home. Customer Service is an integral part of our Company Values and we are looking for…
Added 32 mins ago
TH
Merchandising Associate Part Time 4am-8am (CARLETON PLACE)
The Home Depot Canada
Carleton Place, ON
- Part-time
Merchandising Execution Associates (MEAs) perform in-store merchandising service activities such as merchandising projects, planogram maintenance, overhead organization, and display/signage…
Added 32 mins ago
BT
Senior Manager, Small Business Services
Baker Tilly Canada
Winnipeg, MB
- Full-time
Client service and advisory. You will be the trusted advisor to small and owner-managed businesses. That means meeting with clients regularly about year-end results, cash flow, bookkeeping…
Added 32 mins ago
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Team Leader
Dollarama
Grande Prairie, AB
- Full-time
As part of the management team, the Team Leader provides support to the Store Manager and Assistant Store Manager in overseeing daily retail store operations.
Added 32 mins ago
IR
Digital Account Manager (Freelance)
Idea Rebel
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
As a Digital Account Manager, you will function as the strategic lead for a variety of accounts. This involves relationship-building and working alongside internal sales reps to manage and…

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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