Division: CTOO
Reports to: Manager, IT Service Management Platform and Process Services
Location: Ottawa or Toronto
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!
Position Summary
Payments Canada has implemented the ServiceNow platform, with the goal of enhancing our service delivery capabilities for our employees, members, and stakeholders. Reporting to the Manager, ITSM Platform and Process Services, the ServiceNow Specialist will be a key member of the ServiceNow platform support team within the Service Management Office. They will be responsible for administering, maintaining, and supporting the ServiceNow platform and its repositories (i.e., CMDB, Assets, etc.) on an ongoing basis.
The ServiceNow Specialist will be asked to assess architectural solution deployments and make the necessary modifications/enhancements to the ServiceNow platform to support the new solutions being deployed.
Your responsibilities as the ServiceNow Specialist include, but are not limited to:
ServiceNow Data and Platform Administration and Asset Management:
- Perform ServiceNow platform administration activities.
- Provide support to ServiceNow platform users.
- Maintain the ServiceNow platform repositories on a day-to-day basis.
- Work closely with Payments Canada’s technology groups and third-party vendors to define the required configuration items in the ServiceNow platform repositories to support the solution being deployed and operated.
ServiceNow Platform Development:
- Monitor the operation of configuration discovery tools to ensure CMDB assets and configuration accuracy.
- Participate in scheduled platform upgrades, perform required testing activities.
- Perform platform development activities with the ServiceNow platform.
- Maintain necessary documentation.
- Adopt the use of an ongoing continuous improvement methodology.
- Continuously learn about the ServiceNow platform and service management practices.
Qualifications
- Post-secondary education in Computer Science or related fields.
- Minimum of three (3) years of experience working with ServiceNow.
- Knowledge of infrastructure architecture solutions & deployments.
- Ability to work independently with minimal supervision, has a focus on ensuring the accuracy of platform repositories and solutions documentation.
- Demonstrated analytical and planning skills with experience in performing technical assessments.
- Eligibility to obtain and maintain a Government of Canada Reliability Status Clearance and can successfully complete enhanced background checks that may be carried out by Payments Canada.
- Occasional travel is required to Payments Canada offices and data center locations.
Asset Qualifications:
- Experience with the ServiceNow platform is considered an asset.
- Experience with scripting languages such as JavaScript is considered an asset.
- ITIL certification is considered an asset.
Duties and Responsibilities
ServiceNow Platform Administration
- Work cooperatively with fellow platform team members.
- Provide hands-on support of the ServiceNow platform on a day-to-day basis, and participate in on-call support.
- Ensure the overall accuracy and integrity of the data being maintained.
- Maintain necessary documentation to support the platform administration function.
- Perform required operational tasks and activities supporting the platform and function (e.g., Incidents, Service Requests, Problems, and meeting-related SLAs).
- Ensure the timely completion of assigned requests.
- Collaborate with other process and technical teams in the deployment of future platform integration and configuration.
- Actively participate in platform upgrades, perform necessary testing to ensure the integrity of the platform solution deployed.
- Work closely with key stakeholders to develop and maintain the required processes and procedures.
- Provide necessary assistance and training to ServiceNow platform users.
ServiceNow platform Development
- Work collaboratively with fellow platform team members and stakeholders.
- Using an agile methodology, participate in the development of custom user interfaces, forms, workflows, scripting, and applications on the ServiceNow platform.
- Build and perform testing of modifications.
- Coordinate the deployment of the enhancement into the platform environment.
Professional Development
- The incumbent can expect to spend approximately 10-15 days annually attending courses and seminars, following in-house self-study courses, and pursuing technical reading and research in order to maintain the skills required in the performance of the duties associated with this position.
Technical Competencies
- Enterprise and/or IT Service Management - ITIL
- System & Database Administration
- Application Development
- Experience with database schemas and data models
- Experience with discovery technologies
- Scripting & JavaScript
- Agile methods
- Practical understanding of solution architecture, solutions & deployments
Personal Competencies
- Analytical and organizational skills
- Strong attention to detail
- Sound written and oral communication skills
- Customer service orientation
- Flexibility
- Quick learner
- Strives for a new challenge
- Able to work independently
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.
We strongly encourage any internal applicant who is interested in this opportunity to apply. If you have any questions or would like to see the full job description, please don’t hesitate to contact a member of the People Team.
Payments Canada is committed to developing inclusive, barrier-free recruitment and selection processes, and a work environment that supports our diverse workforce. Please let us know if you require accommodations at any stage of the recruitment process.
We can be reached at hrinfo@payments.ca.
