Technical Service Management Specialist

16 hours ago

Ottawa, Ontario, Canada Payments Canada Full time

**About the Role**

As a Technical Service Management Specialist at Payments Canada, you will play a vital role in providing recommendations for issues and concerns surrounding service management for business-critical systems. This is a temporary position for a 16-month term.

About the Company

Payments Canada's purpose is to make payments easier, smarter and safer for all Canadians. We care deeply about our employees' well-being and are committed to providing a flexible, hybrid work environment that supports in-person connection and remote work.

We are a unique organization situated at the centre of Canada's payments 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 in themselves are tensions: Inspire Trust, Build Community and Enable Change. Our Culture is collaborative, diverse and passionate. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across our ecosystem.

Responsibilities

  • You are responsible for executing key functions within the Service Management Team and providing advice and solutions for all Service Management services. This includes the ITIL/ITSM program management function; automation; procurement; technical support; operational readiness; process design and improvement; technical enhancement and maintenance for financial systems; quality assurance; change management; data trending, analysis and monitoring; performance metrics; audits; customer services and support; and related project management and advisory services.
  • You will participate in the work of project teams composed of internal technical staff and consultants. You will assist the Manager, IT Service Management Product & Process Services in project management functions by providing effort estimates and assisting in developing project schedules, plans and recommendations. You are responsible for project's procurement which involves developing cost-benefit analysis and providing recommendations to support product selection, purchase and implementation.
  • You will participate in client relationships and provide technical support and services to Payments Canada clients. Ensure client needs are identified, analyzed, and addressed in a timely manner to the satisfaction of the Senior Service Management Analyst and the client. Maintain relationships between external clients, service providers, and vendors to identify new technical solutions to improve ongoing maintenance and support of Payments Canada's IT Operations.

What You'll Do

  • Act as a Delivery Manager for incidents, problems, changes. Lead post-mortem analysis for incidents and problems in collaboration with the Director, Service Management.
  • Participate in the ITSM/ITIL delivery function which includes incident, problem and change management; executing process; performing quality assurance; running change meetings and processes; participate in auditing and monitoring activities; participate in trending and analysis as well as performance metrics activities; and participate in audits and post implementation analysis.
  • Review and monitor all incidents, changes and problems as per standing Service Management procedures.
  • Participate in the development and implementation of solutions in relation to automation of processes, identify automation opportunities, oversee the development of solutions, and participate in the implementation to improve services performance and efficiency.

Requirements

  • Post-secondary education in related disciplines.
  • Minimum of three (3) to five (5) years' experience in an Operations Support, Service Management or Service Desk environment.
  • Government of Canada Reliability Security Clearance, or eligibility to obtain.
  • Ability to participate in the on-call rotation and work periodic overtime.
  • Valid Criminal Record Check or eligibility to obtain.

Preferred Qualifications

  • Experience in executing Project Management best practices is considered an asset.
  • Information Technology Infrastructure Library (ITIL) foundation certification in IT Service Management is considered an asset.
  • Bilingualism (English and French) is considered an asset.

Salary Range

$78,031-$97,539

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