Bilingual RTR Payment Operations Center Analyst - Level 3
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Key skills for this role
About the Role
Payments Canada seeks a Bilingual RTR Payment Operations Center Analyst (Level III) to provide critical support for Canada's payment systems, including 24/7 operational duties, system monitoring, incident mediation, and advisory services.
Key Skills for This Role
Responsibilities
- Participate in preparation for deployment of Real Time Rail (RTR) including operational readiness, pre Go Live support, documentation, training enhancements, and validation activities.
- Serve as 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 adherence to escalation procedures.
- Perform core ITIL functions (Request, Change, Incident, Problem) to maintain high service standards.
- Execute assigned Standard Operating Procedures (SOPs) and ensure routine application and maintenance.
- Actively monitor critical payment systems, dashboards, identify anomalies, and take appropriate actions per SOPs.
- Respond to issues professionally and initiate Incident Response process properly.
- Maintain high level of customer service and represent Payments Canada to external stakeholders.
- Provide operational support to RTR Payment Operations Centre Analyst staff.
- Participate in projects as a member and support successful delivery.
Requirements
- Post secondary degree or diploma in Business Administration, Computer Science, or related field
- Bilingual in English and French
- Minimum 5 years experience in operations support and/or Service Desk environment
- Ability to work permanent shifts and participate in on call support rotation and periodic overtime
- Eligibility to complete background checks (criminal, credit, identity, employment, education)
- ITIL, HDI or similar industry certifications preferred
- Practical experience with Payments Canada supported technology products (Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence) preferred
- Knowledge of payment infrastructure preferred
Full Job Posting
Who we are
- Payments Canada is a public purpose, non profit organization at the center of Canada's payment ecosystem, owning and operating payment systems that process hundreds of billions of dollars daily.
What we are looking for
- The Payment Operations Centre Analyst (Level III) provides critical support for Canada's payment systems, involving 24/7 operational duties, system monitoring, incident mediation, and advisory services to financial member clients.
Business and Technical Services and Program Delivery
- Participate in preparation for deployment of Real Time Rail (RTR) including operational readiness, pre Go Live support, documentation, training enhancements, and validation activities.
- Serve as 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 adherence to escalation procedures.
- Perform core ITIL functions (Request, Change, Incident, Problem) to maintain high service standards.
- Execute assigned Standard Operating Procedures (SOPs) and ensure routine application and maintenance.
- Actively monitor critical payment systems, dashboards, identify anomalies, and take appropriate actions per SOPs.
- Respond to issues professionally and initiate Incident Response process properly.
- Establish and maintain sound understanding of all external application functions.
- Maintain high level of customer service and represent Payments Canada to external stakeholders.
- Maintain high degree of knowledge on Payments Canada functions through training.
Contacts and Communications
- Respond to Member requests through preferred channels within agreed SLA timelines.
- Actively communicate with Payments Canada staff, service partners, and stakeholders to reach optimal solutions.
- Cultivate and maintain strong working relationships with internal stakeholders and service partners.
- Manage and maintain support channels with product and service partners.
- Represent the RTR Payment Operations Centre team effectively in internal and external meetings.
- Monitor support channels for incoming communications from service partners.
Professional Development
- Participate in ongoing learning through courses, in house self study, and technical/business reading and research to maintain required skills.
Business & Technical Competencies
- Strong set of core technical skills and business acumen.
- Proficient in executing ITIL functions (Incident, Request, Change, and Problem Management).
- Attention to detail while monitoring critical payment systems, dashboards, and infrastructure.
- Experienced in taking ownership of, executing, and maintaining Standard Operating Procedures.
- Ability to serve as 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.
- Microsoft Operating Systems and Microsoft Office suite.
- Google Workspace.
- RSA Appliance.
- Telecommunication, Systems Networking.
- Certification and experience with ITIL and associated processes.
Personal Competencies
- Required fluency in English and French to liaise with national stakeholders.
- Highly reliable with proven commitment to punctuality for permanent shifts, on call participation, and required overtime.
- Ability to rapidly grasp how a system works, particularly from functional perspective.
- Strong ability to cultivate relationships and mediate effectively between financial members and service partners.
- Resourceful, energetic, self motivated, and able to assume responsibility with minimal supervision.
- Strong interpersonal and teamwork skills and customer service orientation.
- Experienced in providing clear and professional advisory services to participants.
- Meets requirements for obtaining and maintaining high level government security clearance.
What you need to be successful
- Post secondary degree or diploma in Business Administration, Computer Science, or related field.
- Bilingual in both official languages; English and French.
- Equivalent experience combined with formal post secondary education.
- Minimum five (5) years of experience in an operations support and/or Service Desk environment.
- Must be able to work permanent shifts and participate in on call support rotation and periodic overtime.
- Eligibility to successfully complete background checks.
You will really stand out with
- ITIL, HDI or similar industry certifications.
- Practical experience with Payments Canada supported technology products (Lynx, SWIFT, ACSS/USBE, ITSM tool, Google Workspace, Jira/Confluence).
- Knowledge of payment infrastructure.
Salary range
- Target starting rate: CAD 83,300 with flexibility based on experience and qualifications.
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