Payments Canada is at the forefront of the Canadian payment ecosystem. Our purpose is to make payments easier, smarter and safer for all Canadians. Every day we are working diligently to ensure your payments are cleared and settled. In 2025 alone, our systems cleared approximately $103 trillion or $411.9 billion every business day If you are passionate about payments and want to help ensure that these financial transactions in Canada are carried out safely and securely, working with us is for you

Who we are

We are a public purpose, non-profit organization situated at the center of Canada’s payment 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 are our north star: Inspire trust, build community and enable change.

Payments Canada — where our country connects

Our culture

With our people in mind, we have created a culture that fosters authenticity, collaboration, innovation and development. We empower one another, make meaningful contributions that not only impact the organization, but our country We develop and nurture meaningful connections that drive innovation in our ecosystem. We are Payments Canada

Do you want to make payments easier, smarter and safer for Canada? Join us today

You need to work here if

- You love working with passionate, ambitious and collaborative colleagues.
- You want to be challenged and lead unique initiatives.
- You want to grow, develop and become a subject matter expert in your field.




- You want your work to make an impact in your community and country.

Come and join us — where payments meet purpose

What we are looking for

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: ISO27001, NIST, PPO and FMI.

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




- Ensure the necessary resources (i.e., people, tools, procedures, work instructions, etc) are in place to carry out the activities of the process
- 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.
- Perform regular internal audits of ITSM processes.
- Participate in the ITSM/ITIL delivery function, which includes: incident, problem, and change management; executing processes, performing quality assurance; running change meetings and processes; 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. Ensures that ITSM records are handled in a timely manner and appropriate escalation is followed. 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 b

📌 Service Management Analyst (Canada)
🏢 Payments Canada
📍 Canada