Reporting to the Manager, the Service Management Analyst position will play a key role in the ITSM practices team, responsible for practicing key ITIL functions to exceed our governing standards: 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. Act as a delivery analyst, ensuring the integrity of Payments Canada’s ITSM Management practices through Request, Incident, Problem, Change, Release, Configuration, and any recent ITSM Management practices.

Deploy and manage best practices, roles and responsibilities for the day-to-day management of the corporation. Manage operational functions of the ITIL Practices library Monitoring, measuring and reporting on the efficiency and effectiveness of the process using the KPIs. Work with the process owner to identify and implement process improvement initiatives.

Participate in the ITSM/ITIL delivery function, which includes: incident, problem, and change management; executing processes, performing quality assurance; participating in auditing and monitoring activities; participating in trending and analysis,



as well as performance metrics activities; and participating 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. Whenever applicable, 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 standard operating Procedures as per standing Service Management procedures. Participate in the design, development, and implementation of changes for policies, procedures and 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. and recommend appropriate solutions for implementation to ensure service delivery can support these projects and initiatives.

Participate in the development and implementation of solutions in relation to the automation of processes, identify automation opportunities, oversee the development of solutions and participate in the implementation to improve service performance and efficiency.



Provide input to various IT groups concerning service enhancements. Contribute to monthly reporting, statistical trending and analysis by providing service-related statistics.

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.

Participate in client relationships and provide technical support and services to Payments Canada clients. Maintain relationships with external clients, service providers, and vendors to identify new solutions for improving ongoing ITSM Practices and support of Payments Canada.

Technical Competencies

Ability to define, translate, and execute Service Management processes and procedures Competency in data gathering and statistical analysis ServiceNow SaaS ITSM platform operational experience Experience in asset lifecycle management Experience in Quality Assurance/Control Personal Competencies Customer-centric focus Post-secondary education in related disciplines. Minimum of three (3) years of experience in an Operations Support, Service Management, or Service Desk environment. Ability to participate in the on-call rotation and work periodic overtime.

Experience in executing Project Management best practices is considered an asset. Bilingualism (English and French) is considered an asset.

📌 UX Analyst - Immediate Contract to Hire - Remote (Ottawa)
🏢 Payments Canada
📍 Ottawa