Senior Problem Analyst

Senior Problem Analyst

At Interac, we design products and solutions that give Canadians control over their money so they can get more out of life. But, that's not all. Whether we're leading real-time money movement, driving innovative commerce solutions like open payments for transit systems, or making advancements in new areas like digital identity and open banking, we are playing a key role in shaping the future of the digital economy in Canada.

Want to make a lasting impact amongst a community of creative thinkers, problem solvers, technical virtuosos and high-performance application developers? We want to hear from you.

Utilizing ITIL framework for industry best practice, the Operations team is responsible for delivering high quality operational services to multiple internal groups and external customers including FIs, processors, consumers and
merchants. As a Senior Analyst of a critical service delivery arm, establishing a strong track record of value added, professional, customer-centric performance will be critical to building stakeholder confidence and trust in the organization's service delivery processes.

You'll work in concert with the Senior Manager, Problem Management and cross-functional teams to manage critical problems with a meticulous approach to drive towards the quickest path for resolution. You will establish a strong command and control of problems, establishing clear accountability and methodical evaluation of complex scenarios. You will drive cross-functional teams towards root cause analysis of major problems and will proactively conduct trend and risk analysis to identify and execute mitigation and preventative measures.

You'll be responsible for:

• Managing major problems, with an emphasis on minimizing production, financial and reputational impact for the organization.
• Understanding service impact in a complex environment, with the ability to quickly assess what IT functions may be required for the timely resolution of a major incident.
• Identifying problem trends, thoroughly documenting resolutions and/or workarounds.
• Proactively identifying operational issues and process bottlenecks.
• Recommending planning and driving the improvement plan.
• Driving root cause analysis, short-term and long-term remediation and incident prevention.
• Facilitating input/communication from/to stakeholder groups and mitigating risk to production environments.
• Managing stakeholder communications, providing seamless escalation and communications to internal and external stakeholders.
• Creating and publishing weekly/monthly problem metrics/KPIs.
• Maintaining and reviewing effectiveness and efficiency of the Problem management process.
• Leading and advocating Continuous Service Improvement Initiatives (CSI) for all Operational processes and tools.
• Supporting weekly Operations governance with multiple vendors ensuring line of sight for escalation of critical issues.
• Coordinating major changes impacting production services, with internal/external teams.
• Providing operational and BAU support for all services and products as/when required.

You bring:

• 5-6 years of experience in progressively more responsible operations and technology positions, including a similar role utilizing IT service management, operations service support and service delivery.
• 2-3 years of experience in leading resolution of critical incidents and problems.
• Eligibility to work for Interac Corp. in Canada in a full-time capacity.
• A strong understanding of, and experience with, IT service management best practices including Problem Management, Change Management and Request Fulfillment.
• Strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions.
• Strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors.
• You are a team player able and willing to help as needed and add value to evolving situations.
• Meticulous attention-to-detail and excellent time management and organizational skills.
• A strong operational understanding of payment systems technology and an ability to express technology matters in business terms.
• An ability to work independently as well as being part of a team.
• Good interpersonal skills.
• Strong customer-focused operations management skills.
• ITIL V3 certification or higher.
• Experience working with IT service management tools such as ServiceNow, BMC Remedy etc.
• Familiarity with ITIL best practices across the IT Service Management framework.

Interac requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:

• Canadian criminal record check;
• Public safety verification;
• Canadian ID cross-check;
• 5-year employment verification;
• Education verification; and
• If applicable, Credit Inquiry and Social Media Check

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 of 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

Please be aware of certain individuals fraudulently using Interac Corp.'s name and logo to offer fictitious employment opportunities. Interac Corp. will never ask, solicit, nor accept any monies in exchange for employment opportunities. Any such offers of employment are fraudulent and invalid, and you are strongly advised to exercise great caution and disregard such offers and invitations.

Please note that under no circumstances shall Interac Corp. be held liable or responsible for any claims, losses, damages, expenses, or other inconveniences resulting from or in any way connected to the actions of individuals performing such fraud. Further, such fraudulent communication shall not be treated as any kind of offer or representation by Interac Corp. or its subsidiaries and affiliates.