Service Management Analyst

  | What we are looking for Payments Canada manages and operates critical payment systems for the Canadian economy, governed by the Bank of Canada. This 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. | A day in the life 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.   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.   | 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 Based on qualifications and experience:  $73,500 to $122,500.   Please submit your application by June 19, 2026.