Service Management Analyst (16-month term)

Service Management Analyst (16-month term)Job DescriptionPosted Friday, July 26, 2024 at 4:00 AM | Expires Saturday, August 10, 2024 at 3:59 AMPayments Canada’s purpose is to make payments easier, smarter and safer for all Canadians. We care deeply about our employees’ well-being and are committed to providing a flexible, hybrid work environment that supports in-person connection and remote work.Get to Know UsWe are a unique organization situated at the centre of Canada’s payments 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 in themselves are tensions: Inspire Trust, Build Community and Enable Change.Our CultureWe are a collaborative, diverse and passionate group of individuals. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across our ecosystem!About the role:Reporting to the Manager, ITSM Services, the incumbent provides recommendations for any issues/concerns surrounding Service Management for Payments Canada business-critical systems. The Service Management Analyst will regularly communicate with team members, other Payments Canada staff, clients, and various product vendors.This is a temporary position for a 16-month term.What you’ll doResponsibilities for this position include:Technical Services and Program/Project Delivery:You are responsible for executing key functions within the Service Management Team and providing advice and solutions for all Service Management services. This includes: the ITIL/ITSM program management function; automation; procurement; technical support; operational readiness; process design and improvement; technical enhancement and maintenance for financial systems; quality assurance; change management; data trending, analysis and monitoring; performance metrics; audits; customer services and support; and related project management and advisory services.Solution Delivery Management:You will participate in the work of project teams composed of internal technical staff and consultants. You will assist the Manager, IT Service Management Product & Process Services in project management functions by providing effort estimates and assisting in developing project schedules, plans and recommendations. You are responsible for project's procurement which involves developing cost-benefit analysis and providing recommendations to support product selection, purchase and implementation.Contacts and Communications:You will participate in client relationships and provide technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of the Senior Service Management Analyst and the client. You will maintain relationships between external clients, service providers, and vendors to identify new technical solutions to improve ongoing maintenance and support of Payments Canada's IT Operations.Duties and ResponsibilitiesTechnical Services and Program/Project DeliveryAct as a Delivery Manager for incidents, problems, changes. Lead post-mortem analysis for incidents and problems in collaboration with the Director, Service Management. Participate in the ITSM/ITIL delivery function which includes: incident, problem and change management; executing process; performing quality assurance; running change meetings and processes; participate in auditing and monitoring activities; participate in trending and analysis as well as performance metrics activities; and participate 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. Ensure that ITSM records are handled in a timely manner and appropriate escalation is followed. Whenever appropriate, 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 incidents, changes and problems as per standing Service Management procedures. Participate in the design, development, and implementation of changes for policies, procedures, 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., recommend appropriate solutions for implementation to ensure service delivery can support these projects and initiatives, and to ensure that impact on clients is minimized.Participate in the development and implementation of solutions in relation to automation of processes, identify automation opportunities, oversee the development of solutions, and participate in the implementation to improve services performance and efficiency. Provide input to various IT groups with regards to service enhancements. Establish and maintain a sound understanding of all external application functions (both Payments Canada and host platforms). Contribute to monthly reporting and statistical trending and analysis by providing service-related statistics.Solution Delivery ManagementParticipate in the work of project teams composed of internal technical staff and consultants. Assist in project management functions by providing effort estimates and assisting in developing project schedules, plans and recommendations. Provide technical recommendations and support to the Service Management Team. Participate in the development and delivery of training programs for new ITSM processes.Contacts and CommunicationParticipate in client relationships and provide technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of the Senior Service Management Analyst and the client. Maintain relationships between external clients, service providers, and vendors to identify new technical solutions to improve ongoing maintenance and support. Maintain a series of support channels with the various product and service vendors. Participate in meetings within the Service Management Office and Payments Canada. Represent the ITSM Services and Service Management Office in various meetings.Professional DevelopmentThe 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.Minimum QualificationsPost-secondary education in related disciplines. Minimum of three (3) to five (5) years' experience in an Operations Support, Service Management or Service Desk environment. Government of Canada Reliability Security Clearance, or eligibility to obtain. Ability to participate in the on-call rotation and work periodic overtime. Valid Criminal Record Check or eligibility to obtain.Preferred QualificationsExperience in executing Project Management best practices is considered an asset. Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset. Bilingualism (English and French) is considered an asset.Salary RangeBased on qualifications and experience: $78,031 and $97,539.Payments Meets Purpose - What you can expect from usFlexible, 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 & 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;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 Diversity, Inclusion and Equity CommitmentAt 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 [email protected] 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. Interviews may be conducted virtually or in person. #J-18808-Ljbffr