Everlink Payment Services Inc. 125 Commerce Valley Drive West, Suite 100 | Markham, ON L3T 7W4 Toll-Free: 1.866.388.0076 | Fax: 905.747.2562

www.everlink.ca

Incident Management Analyst Markham, ON

During the ongoing COVID-19 pandemic, most or all this role will be remote with the potential of occasional time in the Markham office for meetings

WWW.EVERLINK.CA

ABOUT EVERLINK Everlink Payment Services Inc. is a leading provider of comprehensive, innovative and integrated payments solutions and services for 96% of credit unions, 55% of consumer-facing schedule 1 and 2 banks, and a broad range of SMEs across Canada. In addition to supplying best-in-breed technology infrastructure and payment network connectivity via our well-established Payment Network Gateway – with operational performance that continually ranks in the upper first quartile – we offer a diversified range of integrated payments Lines of Business including:

• ATM Managed Services, supporting the latest technology and introducing new innovations, Everlink powers ATM networks and transaction capabilities for credit unions, banks and cardholders domestically and from abroad.

• Card Issuance & Management, with a history of firsts related to Card Issuance Solutions, Everlink provides a fully managed, flexible and turnkey experience ensuring credit unions, banks and other payment card issuers are able to provide the card products they need.

• Fraud Management Solutions, operating one of the largest service bureaus in Canada for Fraud Management Solutions, Everlink offers credit unions and banks industry-leading and custom designed solutions enhancing the protection of their members and customers.

• Mobile Payments, fulfilling critical service delivery requirements, Everlink remains at the forefront in the evolution of NFC based payments with extension to mobile wallets and other digital payment methods.

• Payment Network Gateway, operating a world class payments technology infrastructure, Everlink’s Payment Network Gateway Services provides connectivity to domestic and international payment networks for credit unions, banks and merchants to participate in.

• Professional Services, leveraging our extensive industry knowledge, expertise and capabilities, Everlink’s Professional Services Team partners with our clients to navigate the ever-changing payments landscape, ensuring their technology capabilities remain relevant.

• SME Solutions, with a broad portfolio of solutions, including merchant services and FinTech integrations, Everlink’s SME Solutions are designed to support credit union and banks SME strategies for retention, acquisition and growth.

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Complementing the strength of these seven primary Lines of Business, is our ongoing commitment to Client-Centricity, which is the key element of our guiding principles. At Everlink we are dedicated to building, maintaining and nurturing long-lasting relationships. To help our clients remain competitive and successful, we provide the innovative technologies they need to serve their growing base of members, customers, and merchants.

The Opportunity

The Incident Management Analyst, reporting to the Manager Operations Service Delivery, is responsible for identifying, addressing, and resolving the incident, then completing the root cause analysis report on the incident, identifying and recommending implementation of problem preventative action items and following up to track completion. All processes must follow ITIL4 best practices. This role is a member of Technology & Operations department, working collaboratively with business areas and under minimal direction. The incumbent is responsible for managing and ensuring incident management procedures are adhered to, then escalating where required, and monitoring until resolved. This role will continue to develop, refine and review incident and problem management processes, procedures and documentation.

Accountabilities

• Take ownership of incidents to ensure required resources are engaged and clients are informed appropriately and ensure effective resolution delivery within SLA timeframe.

• Accountable for identifying the root cause of incident, propose improvements, resolutions, and complete root cause analysis. This role is also accountable to prevent incidents from occurring or reoccurring by identifying weaknesses or errors and proposing applicable problem resolutions.

Responsibilities

• Responsible for major incident and problem management and working with technical teams to resolve or prevent the occurrence of incidents through root cause analysis

• Partner with Technology Operations, Production Support, LOB to ensure awareness of service issues, trends, and mitigation plans.

• Continuously seek improvement opportunities to ensure service availability and Technology platform expectations are managed and met.

• Track incidents to ensure root cause is identified, mitigation plans are in place and summaries provided to Management using problem analysis.

• Ensure continuity, availability, and service restoration • Investigate and recommend technical solutions, identify opportunities to improve current

technical support processes • Provide on-call support for afterhours (including weekends and holidays) for major incidents

only • Ensure operational processes and procedures are established, documented, maintained and

followed

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• Chair Problem Management meetings overseeing both technical and non-technical staff to address the remedial action plan are completed timely

• Document all actions taken to restore service and ensure post-incident reporting and updates to the ITSM ticketing tool are complete and high quality

• Assist with Change Management and Configuration Management and other responsibilities within Technology & Operations department when required

.

Professional Requirements

• Post-secondary education in a discipline related to assigned responsibilities. • Demonstrated experience in ITIL4 best practices. • Sound Skills in working with ITSM tools such. • Sound analytical, problem-solving, and writing skills. • Strong time management, prioritization, and organizational skills • Understanding payments processing environment, Virtual and UNIX servers

Experience

• Minimum 5+ years’ experience in managing Service Delivery, Service Management or Major Incident Management outcomes

• ITIL4 Foundations certification, Intermediate, expert or master certificates in IT Service Management are an asset

• Knowledge of the Incident Management & Problem Management Processes • Exceptional attention to detail and accuracy in written communication and excellent active

listening skills. • A passion for delivering highly effective, customer focused services • Demonstrated ability to manage and develop key relationships, especially across technical and

non-technical service delivery groups • Proven ability to influence peers and management stakeholders without relying on authority • Comfort and experience delivering information to all levels of an organization • Ability to speak with confidence when educating staff on ITSM processes and work instructions • Ability to multi-task and prioritize work based on client urgency • Ability to convey complex technical concepts into language understood by non-technical

audiences • Proven history of influencing outcomes, attaining results, driving issues to closure and achieving

challenging goals • Experience in chairing meetings with interdisciplinary teams

Personal Characteristics

You also have strong interpersonal and communication skills and are able to build professional business relations within, and outside the organization. Your track record of continuous professional

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© Everlink Payment Services Inc. Proprietary & Confidential. Not to be used, reproduced or disseminated without prior written consent of Everlink.

development includes a strong focus on systems development technologies, systems analysis, and methodologies. These skills paired with your strong commitment to customer satisfaction and teamwork; and ability to manage multiple projects with varying complexities, priorities and timelines all work to make you the ideal candidate for this opportunity.

Mutual respect, co-operation, professional conduct, and adherence to Everlink’s code of conduct are mandatory for all employees.

We invite qualified applicants to submit their confidential resume by email:

To HR@everlink.ca before and by end of the day on July 9, 2021.

We thank all applicants however only those selected for an interview will be contacted.

Everlink is committed to eliminating barriers and improving accessibility for persons with disabilities, to our workplace, in a timely manner and in a manner that respects dignity, independence, integration and equality of opportunity. Everlink has an accommodation progress in place and provide accommodations for employees with disabilities. If an employee requires a specific accommodation because of a disability or a medical need, we will work with them to that an appropriate accommodation can be made. If you required an accommodation during the interview process, we will work with you to accommodate your needs.