Bilingual - Payment Operations Centre Analyst - Level 2
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Key skills for this role
About the Role
Payments Canada is hiring a Bilingual Payment Operations Centre Analyst to provide critical first-line support for Canada's payment systems, including system monitoring, incident mediation, and advisory services to financial members.
Key Skills for This Role
Responsibilities
- Participate in the preparation for the deployment of a new national payment system (Real Time Rail), including Operational Readiness activities, pre Go Live support, documentation build and refinement, training enhancements, and validation activities
- Serve as the primary point of contact and relationship liaison between Participants, Service Partners and Payments Canada
- Provide continuous monitoring of payment flows, system availability, and conduct routine system validation checks
- Execute and follow up on customer Requests, Incidents, and Problems
- Manage all incidents efficiently, ensuring timely resolution and strict adherence to escalation procedures
- Perform core ITIL functions (Request, Change, Incident, Problem, etc.) to maintain high service standards
- Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance
- Actively monitor critical payment systems, monitor dashboards, identify anomalies, and translate observations into appropriate actions
- Respond to issues in a professional and efficient manner and initiate the Incident Response process properly
- Establish and maintain a sound understanding of all external application functions (both PC and service partner platforms)
- Maintain a high level of customer service throughout all activities and represent Payments Canada to external stakeholders
- Maintain a high degree of knowledge on Payments Canada functions through scheduled and self led training
Requirements
- Bilingual in both official languages; English and French
- Secondary school diploma or equivalent
- Minimum three (3) years of experience in an operations support and/or Service Desk environment
- Must be able to work permanent shifts and participate in periodic overtime
- Eligibility to successfully complete background checks including criminal, credit, identity, employment, and education checks
- Proficient in executing ITIL functions (Incident, Request, Change, and Problem Management)
- Attention to detail while monitoring critical payment systems, dashboards and infrastructure
- Ability to serve as a first point of contact, performing timely incident handling and escalation
- Proven ability to contribute to operational documentation and service improvement initiatives
- Ability to work on modern operating systems, SAAS solutions and OnPrem on both PC and mobile devices
- Highly reliable, with a proven commitment to punctuality for permanent shifts, on call participation, and required overtime
Full Job Posting
What we are looking for
- The Payment Operations Centre Analyst is responsible for providing critical, first line support for Canada's payment systems.
- This permanent position involves 24/7 operational duties, including system monitoring, incident mediation between service partners and financial members, and providing direct advisory services to financial member clients.
- The position also contributes significantly to documentation and process improvement projects across the organization.
A day in the life
- Participate in the preparation for the deployment of a new national payment system (Real Time Rail), including but not limited to: Operational Readiness activities; pre Go Live support (i.e. high level monitoring, critical incident events, change management, etc.), documentation build and refinement
- Serve as the primary point of contact and relationship liaison between Participants, Service Partners and Payments Canada.
- Provide continuous monitoring of payment flows, system availability, and conduct routine system validation checks.
- Execute and follow up on customer Requests, Incidents, and Problems.
- Manage all incidents efficiently, ensuring timely resolution and strict adherence to escalation procedures.
- Perform core ITIL functions (Request, Change, Incident, Problem, etc.) to maintain high service standards and follow established best practices.
- Execute assigned Standard Operating Procedures (SOPs), ensuring their routine application and maintenance as part of operational methodologies.
- Actively monitor critical payment systems. Monitor dashboards, identify anomalies, and translate observations into appropriate actions in accordance with SOPs.
- Respond to issues in a professional and efficient manner and initiating the Incident Response process properly.
- Establish and maintain a sound understanding of all external application functions (both PC and service partner platforms).
- Maintain a high level of customer service throughout all activities and representing Payments Canada to external stakeholders.
- Maintain a high degree of knowledge on Payments Canada functions through scheduled and self led training.
What you need to be successful
- Bilingual in both official languages; English and French.
- Secondary school diploma or equivalent.
- Minimum three (3) years of experience in an operations support and/or Service Desk environment.
- Must be able to work permanent shifts and participate in 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
- ITIL, HDI or similar industry certifications.
- Practical experience with one or more of the Payments Canada supported technology products, tools, and/or services (i.e., Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).
- Knowledge of payment infrastructure.
- Overnight shift experience preferred.
- Experience in operations support and/or Service Desk environment is considered an asset.
Salary range
- Our target starting rate for this role is CAD 71,400 with flexibility based on your experience and qualifications.
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.
- 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.
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