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Added 1 day 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 1 day ago
CN
Supply Management Analyst
Canadian Natural
Calgary, AB
- Full-time
Make your mark while you grow your career! As a Supply Management Analyst, you'll be responsible for supporting and managing pipe desk operations within the energy sector, ensuring…
Added 1 day ago
TS
Global Equity Derivatives Operations Analyst II
TD Securities
Toronto, ON
- Full-time
The Global Equities Derivatives team is part of Global Operations and Business Services and partners with multiple Sales & Trading teams and other areas within TD Securities globally to…
Added 1 day ago
FC
Planificateur de projet
FOP Consultants
Montreal, QC
- Full-time
…FOP Consultants is looking for a senior IT project management analyst (PCO) motivated to carry out mandates. The main missions will be to support the planning, monitoring and control of IT…
Added 1 day ago
TN
Replenishment Analyst
The North West Company
Winnipeg, MB
- Full-time
In your role as a Replenishment Analyst, at The North West Company (NWC); You will support efficient inventory management, order fulfilment and obsolescence control to meet customer and…
Added 1 day ago
T
Global Equity Derivatives Operations Analyst II
TD
Toronto, ON
- Full-time
The Global Equities Derivatives team is part of Global Operations and Business Services and partners with multiple Sales & Trading teams and other areas within TD Securities globally to…
Added 1 day ago
IG
Compliance Analyst
Insight Global
Toronto, ON
- Contract
Insight Global is looking for a Monitoring & Testing Specialist to support control testing and risk assessment activities across a financial services environment.
Added 1 day ago
C
Intermediate Java Developer
Citi
Mississauga, ON
- Full-time
Monitor and control all phases of development process and analysis, design, construction, testing, and implementation as well as provide user and operational support on applications to…
Added 1 day ago
Senior Specialist, Strategic and Reputational Risk (Financial Risk Oversight - Credit Risk)
CMHC - SCHL
Calgary, AB · Vancouver, BC · Halifax, NS · Ottawa, ON · Toronto, ON · Montreal, QC
Conduct independent oversight to ensure CMHC’s financial risk management and risk control activities are robust and effective.
Added 1 day ago
T
Senior Governance & Control Analyst, Canadian Commercial Banking
TD
Toronto, ON
- Full-time
Reporting to the Manager, Canadian Commercial Banking, Governance & Control, the Senior Governance & Control Analyst plays a key role in supporting the Commercial Banking control…
Added 1 day ago
B
Credit Analyst Trainee
BMO
Toronto, ON
- Full-time
…portfolios to assess the business entity’s overall financial health and credit risk using discretionary authority within prescribed limits. Applies lending expertise to a lending product…
Added 1 day ago
FI
Cyber SOC Analyst
Flexstaf I.T. Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
Cyber Security Operations Center (SOC) Analyst responsible for monitoring, investigating, and responding to security incidents while supporting threat intelligence, risk management,…
Added 2 days ago
C
Technology Lead Analyst – Infrastructure Orchestration
Citi
Mississauga, ON
- Full-time
Champion compliance and risk management - assess risk implications of engineering decisions, including those introduced by AI tooling (e.g., code provenance, IP considerations, security…
Added 2 days ago
GC
Senior Analyst, Shared Service
Glencore Canada
Sparwood, BC
- $95,000 to $112,000 CAD / year
- Full-time
Reporting to the Manager, Shared Services, the Senior Analyst, Shared Services is responsible for analyzing, designing, implementing, and continuously improving Shared Services business…
Added 2 days ago
M
Operating Model and Service Transition Analyst, Contact Centre
Miratech
Markham, ON
- Full-time
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…
Added 2 days ago
M
Operating Model and Service Transition Analyst, Contact Centre
Miratech
Mississauga, ON
- Full-time
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…
Added 2 days ago
M
Copy of Operating Model and Service Transition Analyst, Contact Centre
Miratech
Vaughan, ON
- Full-time
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…
Added 2 days ago
K
Sr. Data Analyst, Compliance
Kraken
Remote, Canada
- Full-time
- Remote
We're looking for a Sr. Data Analyst, Compliance to join our team remotely! The primary goal of this role is to elevate decision-making by uncovering emerging trends and root causes, and by…
Added 2 days ago
CO
Job ID #32294: Network Analyst II - Datacentre Operations
City Of Hamilton
Hamilton, ON
- Full-time
Reporting to the Supervisor, Infrastructure & Operations (Datacentre Operations), the Network Analyst II troubleshoots, supports and assists in maintaining server infrastructure, operating…
Added 2 days ago
K
Finance Manager, Hard Rock
Komatsu
Sudbury, ON · Lively, ON
- Full-time
Reporting to the Business Controller, the Finance Manager, Hard Rock, is a hands-on finance leader and business partner responsible for strengthening financial insight, operational…
Added 2 days ago
TS
Analyst – Front Office Application Engineer
TD Securities
Toronto, ON
- Full-time
The Quantitative Engineering and Development (QED) team is a front-office quantitative technology and analytics group within TD Securities that supports the Global Equity Derivatives…
Added 2 days ago
JG
Cyber SOC Analyst
J&M Group
Toronto, ON
- Full-time
Produce threat intelligence reports to support operational and strategic security planning work-streams.
Added 2 days ago
CO
Senior IT Operations Analyst
City of Penticton
Penticton, BC
- Full-time
Prioritize operational coverage, incidents, service requests, maintenance, field work, and projects based on impact, urgency, risk, capacity, and dependencies.
Added 2 days ago
Assistant Manager, Tax Reporting Department (GWO)
Scotiabank
Toronto, ON
Ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and…
Added 2 days ago
Senior Business Analyst (Fraud Management)
Scotiabank
Toronto, ON
The Senior Business Analyst supports the successful delivery of fraud management initiatives by analyzing business needs and fraud monitoring requirements, supporting operational readiness,…

Miratech

Copy of Operating Model and Service Transition Analyst, Contact Centre

Vaughan, ON, Canada

Full-time

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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.

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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

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