IT Operations, Senior Specialist Lead

4 weeks ago

Toronto, Ontario, Canada Interac Corp. Full time

We are seeking a highly skilled IT Operations, Senior Specialist Lead to join our team at Interac Corp. in Canada.

About the Role

This is a full-time position that will report to the Leader, Problem & Change Management. The successful candidate will be responsible for the successful transition of projects, new products, and new functionality from Build into Operate state, collaborating closely with the IT Operations team, to ensure that the organization has the necessary people, processes, tools, and measurements in place to support mission-critical payment services.

The ideal candidate will have a strong understanding of enterprise IT service delivery operations and experience with ITSM workflows (ServiceNow or equivalent). They will also possess excellent communication and project management skills, as well as the ability to manage multiple assignments independently and prioritize effectively.

Responsibilities

  • Define and enforce Enterprise Operational Readiness requirements, facilitate and review project artifacts, and ensure adherence to established standards throughout the Operational Readiness process.
  • Effectively communicate with stakeholders, manage risks, provide training, evaluate tools, design workflows for operating models, and support continual improvement initiatives.
  • Leverage technical experience and excellent communication skills to ensure successful project implementation and enhanced customer experience.
  • Independently define and ensure adherence to Enterprise Operational Readiness requirements based on project implementation scope throughout the Operational Readiness process.
  • Facilitate, review, and ensure proper completion of project artifacts (in alignment with established standards), along with their collection, sharing, and archival for the purposes of service operational support, risk, audit, privacy, security, testing capacity planning, etc.
  • Establish close relationships with project team stakeholders, control function stakeholders, and technical teams.
  • Evaluate project implementation stakeholders' roles and responsibilities by mapping them to other relevant processes such as IT Infrastructure Library (ITIL) Change & Incident Management through regular collaboration and training.
  • Identify residual risks and communicate them for acknowledgement by appropriate management personnel for mitigation.
  • Improve customer experience by delivering communications and training sessions to project teams and other stakeholders comprising small to large groups regularly to facilitate their capability to execute the requirements for the Enterprise Operational Readiness phase of the project delivery framework.
  • Design operational workflows that map out various operating models and rules of engagement between multiple stakeholders.

About You

  • Excellent Communication: Articulate requirements to management and project stakeholders with strong verbal and written skills.
  • Technical Experience: Minimum 5 years in enterprise IT service delivery operations; 3+ years with ITSM workflows (ServiceNow or equivalent).
  • Technical Knowledge: Understanding computer architectures, cloud technologies (private, public, hybrid), and payment systems, including infrastructure, application operations, gateways, processing protocols, and compliance requirements.
  • Project Management: Ability to manage multiple assignments independently, prioritize effectively, and meet strict deadlines.
  • Customer Service: Demonstrated excellent customer service skills.
  • Analytical Skills: Proficient in MS Excel for pivot tables, macros, and data analysis; skilled in creating PowerPoint presentations with graphics and charts.
  • Collaboration and Training: Experience building relationships with stakeholders and delivering training sessions.
  • Risk Management: Ability to identify and communicate residual risks for management mitigation.
  • Process Improvement: Experience with continuous improvement initiatives within ServiceNow.
  • Education: Postsecondary education or equivalent industry experience; ITIL Foundation and Scrum certification is an asset.
  • Must be eligible to work for Interac Corp. in Canada in a Full-Time Capacity.

About Our Company

At Interac Corp., we are committed to designing and delivering products and solutions that give Canadians control over their money so they can get more out of life. We strive to lead real-time money movement, drive innovative commerce solutions like open payments for transit systems, and make advancements in new areas like verification and open banking.

How We Work

We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with:

  • Connection: You're surrounded by talented people every day who are driven by their passion for a common goal.
  • Core Values: They define us. Living them helps us be the best at what we do.
  • Compensation & Benefits: Pay is driven by individual and corporate performance, and we provide a multitude of benefits and perks.
  • Education: To ensure you are the best at what you do, we invest in you.

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