Who You Will Work With:The vacant IT Change Management, Senior Analyst role will report to the Leader, Process & Operational Excellence. This role is responsible for the effective execution, governance, and continuous improvement of Interac's enterprise Change Management practice.
Guided by ITIL 4, Interac Change Management policies, and industry-recognized control frameworks, this role ensures that changes to production and pre production environments are assessed, authorized, prioritized, planned, implemented, and reviewed in a manner that balances speed, stability, risk, regulatory compliance, and business outcomes.
What You Will Do: - Managing complex internal/vendor/partner changes with an emphasis on minimizing production, financial and reputational impact for the organization
- Providing leadership, direction, and expertise for planning critical changes across multiple environments and platforms
- Managing the overall timeline of the change management components, identifying cross-functional dependencies, key milestones, and critical paths, and ensuring that the overall schedule remains aligned with business objectives
- Conducting comprehensive risk assessments and ensuring the change management process mitigates risk, fulfills business objectives, and aligns with enterprise strategies
- Reviewing and prioritizing Change records, chairing the Change Advisory Board (CAB) and representing INTERAC at vendor /partner CAB meetings
- Utilizing appropriate systems and tools to maintain the configuration management system, including the Configuration management database (CMDB)
- Maintaining a change calendar with clear visibility for stakeholders and change sponsors
- Developing communication and training strategies to ensure the enterprise-wide adherence to the Change management process
- Implementing the patching policy in conjunction with internal teams and coordinating patching cycles with multiple vendors and partners
- Coordinating and driving implementation plan walk throughs with internal and external teams, and ensuring changes are scheduled in accordance with Enterprise Change management policies
- Conducting regular audits of the change management process and driving process optimization initiatives
- Preparing and publishing key change metrics, KPIs and reports for delivery to executives and senior management
- Supporting BAU operations with Release, Incident, Problem and Request Management
- Participating in 24/7/365 rotation after hours change and incident management support
What You Bring: - 5+ years of experience in progressively responsible technology and operations roles within complex IT environments, including IT Service Management (ITSM), operations support, and service delivery.
- 5+ years of experience in progressively responsible Change Management or Change Enablement roles supporting production environments.
- Demonstrated experience operating within enterprise governance models, balancing delivery timelines, risk management, and service stability.
- Strong working knowledge of ITIL v4 practices, with deep expertise in Change Enablement, and working knowledge of Incident, Problem, Release, and Request Management.
- Proven ability to apply ITSM best practices pragmatically within fast-paced, high-availability, and regulated environments.
- Experience supporting Change Advisory Boards (CAB), including preparation, facilitation, risk articulation, and stakeholder alignment.
- Strong analytical and critical-thinking skills, with the ability to assess change risk, dependencies, and cumulative impact across services and platforms.
- Demonstrated ability to interpret and apply enterprise policies, control frameworks, and risk tolerance in day-to-day operational decision-making.
- Experience supporting audit and regulatory requirements, including evidentiary documentation, traceability, and control validation for Change Management processes.
- Hands-on experience using ITSM tools such as ServiceNow, BMC Remedy, or equivalent platforms to manage Change records, workflows, approvals, and reporting.
- Experience ensuring accurate service and configuration impact visibility within Change records to support risk assessment and audit requirements (without ownership of CMDB maintenance).
- Proficiency with Microsoft Office and collaboration tools, including data analysis, reporting, dashboards, and executive-level materials.
- Strong written and verbal communication skills, with the ability to convey complex technical and risk concepts clearly to technical, business, and executive stakeholders.
- Demonstrated ability to influence, negotiate, and challenge constructively, particularly when enforcing standards, managing risk trade-offs, or resolving conflicting priorities.
- Proven ability to work independently and collaboratively within cross-functional teams, including internal stakeholders, vendors, and partners.
- Strong operational understanding of technology-enabled services, preferably within payments, financial services, or other highly regulated industries.
- Ability to translate technical change activity into business impact, risk context, and decision-ready information.
- Customer-focused mindset with an emphasis on service reliability, transparency, and continuous improvement.
- High attention to detail, with strong time management, prioritization, and organizational skills in a multi-stream environment.
- Adaptable, resilient, and comfortable operating in evolving, ambiguous, and high-accountability situations.
- Demonstrated commitment to continuous improvement, including the ability to support and suggest quarterly initiatives to improve efficiency, effectiveness, and maturity of Change Management processes.
- ITIL v4 certification (Foundation required; higher-level ITIL v4 certifications considered an asset).
- Ability to obtain and maintain the required security clearance, typically requiring a minimum of five (5) years of residency in Canada.
- Eligibility to work for Interac Corp. in Canada in a full-time capacity.
What We're Offering: The hiring range for this position is $85,000 - $90,000, and you will also be eligible for our short-term incentive plan. The exact amount will depend on factors such as skills, experience, and job-related knowledge, but Interac's commitment goes beyond compensation. Our Total Rewards package is designed to support your well-being and future, and includes:
- Generous vacation and wellness days to help you recharge
- Comprehensive employer-paid benefits coverage for peace of mind
- Market-leading employer-funded RRSP program to invest in your future
- Flexible hybrid work model for better work-life balance
- Access to a free and confidential 24/7 employee & family assistance program to offer support for you and your immediate family
- Pregnancy and parental leave top-up to support growing families
- Charitable donation matching with United Way to amplify your impact
