Apply ITIL and ServiceNow expertise as a Service Management Analyst at Payments Canada in a flexible, hybrid remote-office workplace. Support secure financial systems and service delivery.

Reporting to the Manager, this analyst supports the ITSM Practices Team. The work covers incident, problem, change, release, and configuration management. You will also contribute to reporting, audits, process improvement, technical support, and project delivery.

Key Responsibilities:

- Execute ITIL and ITSM management functions
- Monitor KPIs and report process effectiveness
- Perform internal audits of ITSM processes
- Provide technical support and customer services
- Develop automation and service improvement solutions

Requirements:

- Post-secondary education in a related discipline
- Minimum three years in operations support, service management, or service desk
- ITIL4 certification or certification within six months
- ServiceNow SaaS ITSM operational experience
- Availability for on-call rotation and periodic overtime

Bring ITIL, ServiceNow, analytical, and customer-focused capabilities to Payments Canada's service management practices.

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