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Added 1 hour ago
SB
Abatement / Restoration / Construction Renovation Coordinator
Sky Building Restoration
Oakville, ON
- Full-time
Sky Building Restoration Inc. is seeking a highly organized and motivated Abatement/Restoration/Construction Renovation Project Coordinator to oversee and coordinate environmental…
Added 11 hours ago
AG
Safety Advisor
Artemis Gold - Blackwater Project
BC
- Other
…gold and silver pour at Blackwater was achieved in 2025 and commercial production was declared on May 1, 2025. Artemis Gold trades on TSX-V under the symbol ARTG. For more information visit…
Added 1 day ago
NC
Project Manager
Newfoundland Capital Corporation Limited
Montreal, QC
- Full-time
Reporting to Operations Leadership, the Project Manager (PM) leads complex digital signage, audio, and technology deployment projects from initial handoff through final sign-off. This is a…
Added 2 days ago
I
Operations Manager
Integricon
Ottawa, ON
- $85,000 to $115,000 CAD / year
- Full-time
Lead day-to-day project delivery and field operations safely, profitably and on time through clear priorities, people leadership, resource planning and risk resolution. Apply consistent…
Added 2 days ago
PB
Site Supervisor
PCH Builders
Calgary, AB
- Full-time
Partner with the Project Coordinator and Project Manager to resolve schedule constraints, confirm priorities, and keep planned site activities moving forward.
Added 2 days ago
S
Project Manager
Stingray
Montreal, QC
- Full-time
Reporting to Operations Leadership, the Project Manager (PM) leads complex digital signage, audio, and technology deployment projects from initial handoff through final sign-off. This is a…
Added 2 days ago
RT
Plumbing Coordinator
Right Time Group of Companies
Calgary, AB
- Full-time
2–5 years’ experience in coordination or project management in residential or light commercial construction.
Added 2 days ago
Plumbing Coordinator
Right Time Group of Companies
Calgary, AB
2–5 years’ experience in coordination or project management in residential or light commercial construction.
Added 2 days ago
Field Engineer / Coordinator (Mechanical / Electrical / Structural)
Kiewit
Oakville, ON · Toronto, ON
Join our team as a Project Coordinator / Field Engineer (Electrical, Mechanical or Structural), a pivotal role where you will actively contribute to the successful delivery of complex…
Added 2 days ago
A
Project Coordinator
AFL
Surrey, BC
- Full-time
…fast-paced, collaborative environment? AFL Integria is looking for a Project Coordinator to join our MxU NGM Operations team and help keep telecommunications infrastructure projects moving…
Added 2 days ago
PM
Mechanical Project Manager
Pitt Meadows Plumbing
Vancouver, BC
- Full-time
Identify and mitigate project risk continuously
Added 3 days ago
SP
Subcontracts Coordinator
Seymour Pacific Developments
Campbell River, BC
- Full-time
The Subcontracts Coordinator is responsible for sourcing, evaluating, negotiating, awarding, and administering construction trade contracts for multi-family residential projects throughout…
Added 3 days ago
SP
Subcontracts Coordinator
SEYMOUR PACIFIC DEVELOPMENTS LTD.
Campbell River, BC
- Full-time
The Subcontracts Coordinator is responsible for sourcing, evaluating, negotiating, awarding, and administering construction trade contracts for multi-family residential projects throughout…
Added 3 days ago
A
Project Coordinator
ATCO
Calgary, AB
- Full-time
ATCO Frontec is looking for a motivated, analytical and technically minded Project Coordinator to work closely with the Senior Director, Operations and project teams across Canada.
Added 3 days ago
HP
Project Coordinator
Henderson Projects
Vancouver, BC
- Full-time
Reporting to the General Manager, the Project Coordinator will work closely with Project Managers and Site Superintendents to ensure project plan administration supports the execution of…
Added 3 days ago
MC
Senior Project Coordinator
Matheson Constructors
Sudbury, ON
- $80,000 to $110,000 CAD / year
- Full-time
As a Project Coordinator, you will support the Project Team in the successful delivery of one large or multiple smaller construction projects. Reporting to the Project Manager, this role is…
Added 3 days ago
FM
Emergency Response Coordinator
Foran Mining Corporation
SK
- $125,000 to $135,000 CAD / year
- Full-time
Eldorado Gold Saskatchewan is advancing the McIlvenna Bay project, a cornerstone asset and one of the most significant copper development projects in Canada. With commercial production…
Added 3 days ago
T
User Terminal Project Coordinator
Telesat
Ottawa, ON
- Full-time
The User Terminal Project Coordinator supports the Program Manager responsible for internal development activities and technology vendors providing user terminal solutions for Telesat. The…
Added 3 days ago
I
E-Commerce Portfolio Lead
IMGadgets™
Mississauga, ON
- Full-time
Compliance, Risk & Cross-Functional Collaboration: Ensure ongoing marketplace compliance (including third-party product testing), mitigate commercial and reputational risks, maintain…
Added 4 days ago
D
Field Operations Manager
Durwest
Victoria, BC
- Full-time
Durwest has been a trusted leader in Construction and Project Management for over 40 years, with a strong presence on Vancouver Island and a reputation for successfully delivering complex…
Added 4 days ago
AS
Cloud Delivery / Resource Coordinator
Apex Systems
Toronto, ON
- $55 to $60 USD / hour
- Contract
This is not a traditional Project Coordinator/ Project Manager position. The successful candidate must be capable of independently owning complex delivery activities and navigating a large…
Added 4 days ago
F
Coordinateur de Terrain/Field Coordinator
FlatironDragados
Quebec, QC · Greater Quebec City Metropolitan Area
- Full-time
Provides technical input for project work plan and scheduling. Identifies risk elements ofproduction, materials, equipment or process that could negatively impact the budget or schedule .
Added 4 days ago
Subcontracts Coordinator
Acciona
ON · CAN - Ontario Line North
The Subcontract Coordinator is responsible for managing all contractual aspects of a rail construction project, ensuring compliance with contract terms, applicable legislation and project…
Added 4 days ago
H
Project coordinator
Hitachi
London, ON · (HE)Office_ON, Stoney Creek
- Full-time
Hitachi Energy is seeking a Project Coordinator to support the execution and delivery of projects within the High Voltage Product group. In this role, you will work closely with project…
Added 4 days ago
Project Coordinator, Project Delivery - Various External Projects
Infrastructure Ontario
Toronto, ON
To succeed in this role, the Project Coordinator brings sound stakeholder management skills and experience finding positive solutions to complex issues with clients and diverse teams of…

Apex Systems

Service Transition Analyst, Contact Centre

Toronto, ON, Canada

$50 to $70 USD / hour · Full-time

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Job details

Pay: $50 to $70 USD / hour
Job type: Full-time
Apply by: Nov 13, 2026
Posting language: English
Posted: Oct 14, 2026

Original job description

Job#: 3055925

Job Description:

Location: Toronto, hybrid. Minimum two days per week on site, with additional on-site presence expected during workshop and working session periods

Duration: 6 months, with possible extension, starting [start date]

Pairing: Operates as a two-person unit with the Lead across the full engagement

The work

A major Canadian bank is migrating its contact centre to a cloud platform across 39 lines of business. Someone has to define how that platform will be run once it is live, and transition that model into the operations team that supports the legacy environment today.

This role works directly alongside the senior lead responsible for that work. It sits in the sessions where the target operating model is decided, interviews the people who run the platform today, and produces the service transition artifacts the operations team will use on day one. The model does not exist yet.

The pairing exists because the Lead cannot simultaneously hold the stakeholder relationships and produce the artifact volume this engagement demands. This role does the gathering, drafting, capture and follow-through so the Lead stays on design decisions, governance and transition negotiation.

Key responsibilities

Artifact development

Draft operating model and service transition artifacts to the Lead's direction: process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, service level documentation covering SLAs and OLAs
Produce runbooks and service operations documentation, working directly with the existing operations team to capture how work is done today and how it will change
Maintain the artifact register covering status, ownership and approval state
Draft the ServiceNow artifacts the support model requires, working from the existing legacy implementation: new and amended service catalog item definitions, assignment and resolver group mappings, incident and change workflow documentation, CMDB record requirements and knowledge base articles
Maintain the transition RAID log and the service readiness assessment tracker
Hold version control across a document set that will change repeatedly

Workshop and session support

Prepare session materials, pre-reads and templates ahead of each working session
Capture decisions, actions and open items live in session rather than reconstructing afterward
Own the decision log and drive follow-up between sessions
Co-facilitate breakouts and structured exercises where the session design requires a second facilitator
Turn session output into draft artifacts within days, so momentum holds between sessions
Reconcile session output against prior decisions and raise contradictions to the Lead before they reach an artifact

Analysis and data gathering

Conduct current-state interviews and shadowing with the existing operations team
Assemble the operational baseline: ticket volumes, effort distribution, tooling, monitoring coverage, existing process documentation, and the current ServiceNow catalog, assignment groups and knowledge content supporting the legacy platform
Run the detail of service readiness assessments across people, process, tooling, monitoring, documentation, support model, knowledge management and supplier dependencies, and escalate patterns to the Lead
Assemble and validate the operational data that feeds the Lead's run cost and resourcing model, and maintain the gap register and skills matrix
Document the operational processes that have no written form today, including access provisioning and attestation, monitoring and alert routing, disaster recovery runbooks, and line-of-business onboarding and offboarding
Support the sourcing options analysis with comparable research

Coordination

Track service transition activities per release and flag slippage
Coordinate scheduling across delivery teams, the operations team, vendors and lines of business
Maintain the stakeholder map and the knowledge transfer tracker, including named receivers per function

Experience Required

7+ years as a business analyst, service management analyst or equivalent, including service transition or operations work
Has supported at least one enterprise platform go-live, producing operational readiness or service acceptance documentation
Contact centre or technology operations domain experience. Should already know what queues, adherence and after-call work mean
A track record of producing operational documentation that teams actually use, not documentation that gets filed
Workshop capture and facilitation support in a live working session environment, with senior stakeholders in the room
Working knowledge of ITIL service management, particularly Service Transition, Change Enablement and Knowledge Management
Hands-on ServiceNow experience, including service catalog, assignment groups and knowledge base. ServiceNow is already in use for the legacy platform, and documentation on this engagement lands there rather than in a document library
Solid Excel for registers, trackers and data analysis. The Lead owns the cost and resourcing model; this role supplies and validates the data behind it
Ability to interview operational staff and surface how work really happens rather than how it is documented

Also useful

Genesys Cloud or Verint exposure
Experience in a regulated or financial services environment
ITIL Foundation
Prior work inside a systems integrator delivery model

How the role works

Working sessions are run in person by design, because the model is decided in the room rather than through document review cycles. Expect heavier on-site weeks when sessions are scheduled.

The Analyst drafts with judgment and is expected to challenge inconsistency across artifacts. This is not a scribe role and not a project coordinator role. Administrative coordination is part of the work but is not the reason the role exists.

Success criteria

Artifacts produced within days of the session that generated them
Decision log current and trusted as the single record
Operational baseline data assembled and defensible
Artifact set internally consistent, with contradictions caught before approval rather than after

Note on the pairing

If this role is cut, the Lead absorbs the production work and the stakeholder engagement suffers first, because artifact deadlines are visible and relationship work is not. The pairing should be presented and funded as a unit rather than as two separate asks.

Why this role is worth taking

Cloud contact centre migrations at this scale are uncommon, and most analysts on them work inside a single workstream. This role sits across the whole operating model, next to the person accountable for it, with visibility into design, governance, vendor management and transition. For an analyst aiming to lead this work themselves, it is the right seat.

Apex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.

Hourly Range: $50.00/hr.-$70.00/hr.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

© 2026 Everforth, Inc. All rights reserved.

Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.

NYSE: EFOR

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.

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More about this job

Responsibilities

Develop and maintain operating model and service transition artifacts, including process definitions, runbooks, ServiceNow documentation, readiness trackers, and decision logs. Gather and validate operational data, support workshops and stakeholder coordination, and track transition activities across releases.

Requirements

Requires at least seven years of business analysis or service management experience, including service transition or operations work, and experience supporting an enterprise platform go-live. Candidates should have contact centre or technology operations knowledge, hands-on ServiceNow experience, ITIL knowledge, strong documentation and workshop skills, and proficiency with Excel.

Skills

Service Transition
Business Analysis
ITIL Service Management
ServiceNow
Contact Centre Operations
Operational Readiness
Workshop Facilitation
Stakeholder Management
Process Documentation
Service Catalog Management
Incident And Change Management
Knowledge Management
Excel Data Analysis
Risk And Issue Tracking
Operational Data Gathering

Benefits

On-Demand Training
Certification Preparation
Technical And Leadership Courses
Certification Discounts

Visa sponsorship

Not detected in the job text

Keywords

Service Transition
Operating Model
Contact Centre
Cloud Platform Migration
ITIL
ServiceNow
Service Catalog
Assignment Groups
Incident Management
Change Enablement
Knowledge Management
Operational Readiness
Service Acceptance
Runbooks
Service Level Agreements
Operational Level Agreements
RACI
Resolver Groups
Workshop Facilitation
Stakeholder Management
Risk And Issue Tracking
Service Readiness Assessment
Excel
Genesys Cloud
Verint
Disaster Recovery
Monitoring And Alert Routing
Financial Services
Sourcing Options Analysis

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