What we are looking for The Senior Service Management Analyst reports to the Manager, ITSM Practices, and holds a pivotal position within the ITSM Practices team. This role is responsible for the implementation and practical application of essential ITIL functions to ensure compliance with, and surpass, governing standards, including ISO 27001, NIST, PPO, and FMI.

Furthermore, the Senior Service Management Analyst will contribute to the governance, implementation, and release of all new ITIL processes.

A day in the life

Responsibilities of the Senior Service Management Analyst include, but are not limited to:

Service Management – Practice Management Develop and maintain a multi-year roadmap for all deployment and maturity of Service Management Practices.

Actively participate in planning and budgeting activities. Work closely with the ITSM Services team to identify the impact of any upgrades that may have on our Service Management practices.

Organize and facilitate procedure reviews with key service stakeholders on a periodic basis.

Represent ITSM Practices at any meetings and integration with other divisions.

Establish the Service Management procedure training strategy and plans.

Coordinate the development of supporting training material.

Provide subject matter expertise to projects that require integration with the ITSM practices. Contacts and Communication Coordinate periodic meetings with stakeholders.

Work closely with practice stakeholders and provide necessary support and training. Externally represent Payments Canada at various Service Management industry groups and committees.

Career development The incumbent can expect to spend approximately 10-15 days annually attending courses and seminars,



taking in-house self-study courses, and pursuing technical reading and research to maintain the skills required to perform the duties associated with this position.

Technical

Competencies ITIL, ServiceNow

JIRA, Confluence, and other collaboration tools

Google Suite

BPMN 2.0 and Business Process Management practices.

Certification and experience with ITIL and associated processes

Quality Assurance/Control

Business writing Personal Competencies Well-developed communication (oral and written) skills.

Good problem-solving and advisory skills.

Excellent interpersonal, customer service, and relationship-building skills.

Well-developed analytical and organizational skills with keen attention to detail.

Ability to rapidly get a solid grasp of how a system works from the functional (user) perspective. | What you need to be successful Post-secondary degree or diploma in business and/or Information Systems fields.

Minimum of five (5) years of experience in a service management function, including ITIL processes.

Information Technology Infrastructure Library (ITIL) certification.

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 with Business Process Management (BPMN 2.0) is considered an asset.

Knowledge of ServiceNow and other ITSM tools are considered an asset. | Salary range

Our target starting rate for this role is $100,300 with flexibility based on your experience and qualifications. The full salary range and benefits package are detailed below.

Please submit your application by July 31, 2026.

📌 Senior Service Management Analyst (Toronto)
🏢 Payment Canada
📍 Toronto