Find work in Canada.

484,786 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 12 mins ago
IE
Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
IMAX is seeking a Business Analyst to bridge business functions, technology teams, data teams, project management, and senior leadership in defining and delivering technology-enabled…
Added 12 mins ago
IG
ITAM Governance Analyst
Insight Global
Toronto, ON
- $50 to $60 CAD / hour
- Contract
5+ years of experience as a Business Systems Analyst, Business Analyst, or ITAM Analyst
Added 42 mins ago
A
Analyste de système d’affaires, marchés des capitaux
Alithya
Toronto, ON
- Full-time
As a Business System Analyst, Capital Markets, you’ll work closely with various stakeholders to analyze, document and optimize business processes and systems related to derivative products.
Added 42 mins ago
A
Functional Business Analyst
Accenture
Mississauga, ON
- Full-time
We are looking for a Functional Business Analyst to support change initiatives across retail banking and retail investment platforms. You will work with product, operations, compliance, and…
Added 57 mins ago
MB
Accounting Analyst
Masters Best Friend
Toronto, ON
- Full-time
We are looking for an ambitious Accounting Analyst interested in the intersection of accounting, technology and business insight. Working under the direction of the Chief Financial Officer…
Added 6 hours ago
CT
Analyst, Data Governance
Canadian Tire Corporation
Oakville, ON
- Full-time
Knowledge of business intelligence, modern data warehousing techniques, cloud solutions such as Azure or GCP.
Added 11 hours ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 11 hours ago
PC
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
- Full-time
4+ years of dedicated experience as a Salesforce Product Owner, Business Analyst, or Product Manager leading technical delivery in an enterprise environment.
Added 11 hours ago
PC
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
- Full-time
4+ years of dedicated experience as a Salesforce Product Owner, Business Analyst, or Product Manager leading technical delivery in an enterprise environment.
Added 12 hours ago
R|
Clinical Trial Financial Control Analyst, Oncology Portfolio
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
We are seeking a Clinical Trial Financial Control Analyst to provide independent financial control and reconciliation for Oncology-sponsored clinical research studies. Reporting within the…
Added 12 hours ago
R|
Accounts Receivable Analyst
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
We are looking for an Accounts Receivable Analyst to join our Finance team and support the organization’s end-to-end receivables operations.
Added 16 hours ago
M
Business System Analyst
Microserve
Port Coquitlam, BC
- Full-time
Serve as a key bridge between supply chain, retail operations, and the technology systems that support business functions. This includes:
Added 17 hours ago
FH
Analyst, Business Systems
Fraser Health
Surrey, BC
- Full-time
…and process improvement? Fraser Health is seeking a talented Business Systems Analyst to support the MEDITECH Expanse program within our Quality Assurance and Testing portfolio. This is an…
Added 21 hours ago
NN
Data Analyst: Student Achievement and Information Systems
Near North District School Board
North Bay, ON
- Full-time
Reporting to the Manager of Information Technology, the Data Analyst: Student Achievement and Information Systems, is responsible for the management, integrity, analysis, and reporting of…
Added 22 hours ago
Business Analyst
Public Service Delivery
Winnipeg, MB
This position is responsible for managing the testing process, including articulating business requirements, developing and executing test cases, participating in system testing, reviewing…
Added 22 hours ago
PS
Senior Analyst / Associate, Infrastructure Investments
Public Sector Pension Investment Board
Montreal, QC
- Full-time
…Headquartered in Ottawa, PSP Investments has its principal business office in Montréal and offices in New York, London and Hong…
Added 22 hours ago
R
Data Steward (AC42D7B)
Referment
Montreal, QC
- Full-time
This could suit a data steward, data governance analyst, business analyst or data-quality specialist from a bank, asset manager or market-data provider who wants to work closer to AI-driven…
Added 1 day ago
SM
RQ11715 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst with extensive experience leading business analysis for large, complex digital and I&IT initiatives. The ideal candidate will have strong expertise…
Added 1 day ago
SM
RQ11667 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst with strong experience in business analysis, requirements gathering, process modelling, workflow optimization, database analysis, and stakeholder…
Added 1 day ago
SM
RQ00762 – Systems Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Systems Analyst with 5–8 years of experience in systems analysis, functional consulting, or a similar IT-focused role. The ideal candidate will have hands-on…
Added 1 day ago
PG
Senior Business Analyst, Change Management
Peoples Group
Toronto, ON
- Full-time
Responsible for supporting effective organizational change by providing the business analysis, coordination, and structure required to move initiatives from initial intake through…
Added 1 day ago
BT
Junior Tax Analyst
Baker Tilly Canada
Courtice, ON
- Full-time
We are looking for a Junior Tax Analyst to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll…
Added 1 day ago
AC
Transformation Senior Analyst
Aston Carter
Toronto, ON
- $100 to $110 CAD / hour
- Contract
The Middle & Back Office Change Management Transformation Senior Analyst supports a major transformation initiative by translating future-state Operations, Performance, Accounting, and…
Added 1 day ago
NB
Trading Support Analyst
National Bank of Canada
Montreal, QC
- Full-time
Work closely with Compliance, Operations, Technology, and other business partners to ensure smooth and accurate transaction processing.
Added 1 day ago
NB
Chief Functionnal Analyst MCP Client Domain
National Bank of Canada
Montreal, QC
- Full-time
Your role is a hybrid of business analyst/functional analyst.

Miratech

Copy of Operating Model and Service Transition Analyst, Contact Centre

Vaughan, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Apr 21, 2027
Posting language: English
Posted: Oct 23, 2026

Original job description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.

Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are looking for a Service Transition Analyst, Contact Centre to help define the target operating model and service transition for a major Canadian bank's contact centre migration to a cloud platform, spanning 39 lines of business.

You will work directly alongside the Service Transition Lead as a two-person unit. You will sit in the sessions where the operating model is decided, interview the people who run the legacy platform today, and produce the service transition artifacts the operations team will use on day one. The model does not exist yet; this is not backfill work on an established program.

The Lead holds stakeholder relationships, design decisions, governance and transition negotiation. You will drive information gathering, analysis, drafting, decision capture and follow-through. This is not a scribe or project coordination role: you are expected to draft with judgment and challenge inconsistency across artifacts.

Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.

Responsibilities:

Draft operating model and service transition artifacts under the Lead's direction, including process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, and SLA and OLA documentation.
Produce runbooks and service operations documentation with the existing operations team, capturing current-state practices and required changes, and documenting processes with no existing written procedures, including access provisioning and attestation, monitoring and alert routing, disaster recovery runbooks, and line-of-business onboarding and offboarding.
Draft ServiceNow artifacts based on the legacy implementation, including catalog item definitions, assignment and resolver group mappings, incident and change workflows, CMDB requirements, and knowledge base articles.
Maintain the artifact register, transition RAID log, service readiness tracker, decision log, gap register, skills matrix, and document version control. Track open items and follow-ups, and escalate contradictions with prior decisions to the Lead before they are incorporated into artifacts.
Prepare session materials, pre-reads, and templates; support and co-facilitate workshops and breakouts where a second facilitator is needed; capture decisions, actions, and open items live; and turn session outputs into draft artifacts within days.
Conduct current-state interviews and shadowing with operations teams, assembling the operational baseline covering ticket volumes, effort distribution, tooling, monitoring coverage, and existing ServiceNow content.
Execute detailed service readiness assessments across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies; escalate readiness patterns to the Lead; assemble and validate data for the Lead's run-cost and resourcing model; maintain the skills matrix and gap register; and support sourcing options analysis through comparable research.
Track transition activities and readiness by release, flag slippage, coordinate scheduling across delivery teams, operations, vendors, and lines of business, and maintain the stakeholder map and knowledge transfer tracker, including named receivers for each function.

Qualifications

7+ years as a business analyst, service management analyst or equivalent, including service transition or operations work.
4+ years of hands-on operational experience with an enterprise cloud contact centre platform;
2+ years of experience in Genesys Cloud contact centre solutions
Supported at least one enterprise platform go-live, producing operational readiness or service acceptance documentation.
Contact centre or technology operations domain experience, including familiarity with queues, adherence and after-call work.
Track record of producing operational documentation that teams actually use.
Experience capturing and supporting facilitation in live working sessions 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.
Solid Excel skills for registers, trackers and data analysis.
Ability to interview operational staff and surface how work really happens, not just how it is documented.
Strong analytical judgment and attention to detail, with the confidence to challenge inconsistencies and escalate appropriately.

Nice to have:

Experience in a regulated or financial services environment.
ITIL Foundation certification.
Prior work inside a systems integrator or multi-vendor delivery model.

Additional Information

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Apply About employer

More about this job

Responsibilities

Develop operating model and service transition documentation for a major bank’s cloud contact centre migration, including runbooks, ServiceNow artifacts, readiness assessments, and operational baselines. Coordinate workshops, interviews, transition tracking, knowledge transfer, and follow-ups, escalating gaps and inconsistencies to the Service Transition Lead.

Requirements

Requires 7+ years of business analysis or service management experience, including service transition or operations, plus 4+ years of enterprise cloud contact centre operations and 2+ years with Genesys Cloud. Candidates should have supported an enterprise go-live, be experienced with ServiceNow and ITIL practices, and demonstrate strong documentation, facilitation, analytical, and stakeholder skills.

Skills

Service Transition
Operating Model Design
Contact Centre Operations
Genesys Cloud
ServiceNow
ITIL Service Management
Operational Readiness
Process Documentation
Workshop Facilitation
Stakeholder Management
Readiness Assessment
Incident and Change Management
Knowledge Management
Excel Data Analysis
Risk and Issue Tracking
Analytical Judgment

Benefits

Health Insurance
Relocation Program
Professional Development Opportunities
Certification Programs
Mentorship
Internal Mobility Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Operating Model
Service Transition
Contact Centre
Cloud Platform
Genesys Cloud
ServiceNow
ITIL
Change Enablement
Knowledge Management
Service Catalog
Assignment Groups
Resolver Groups
Incident Workflows
Change Workflows
CMDB
Runbooks
Operational Readiness
Service Acceptance
RACI
SLA
OLA
Disaster Recovery
Monitoring
Access Provisioning
Excel
Readiness Assessment
Knowledge Transfer
Financial Services
Stakeholder Management

Report this job