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Added 15 hours ago
AP
Manager, Data Operations
Alexion Pharmaceuticals, Inc.
Mississauga, ON
- Full-time
In this role, you will lead the delivery and daily operation of specialty pharmacy, specialty infusion, patient services, trade and distribution data that powers our US Commercial strategy…
Added 1 day ago
PI
VP, Software Engineering
Photonic Inc.
Coquitlam, BC
- $238,700 to $328,300 CAD / year
- Full-time
As VP, Software Engineering, you will define and lead the software strategy that enables Photonic's path from research to scalable quantum computing systems. You will oversee software…
Added 1 day ago
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DevOps Engineer
Pillway
Brampton, ON
- Full-time
…their health by merging cutting-edge technology, streamlined delivery, and truly patient-first care. As we scale, our technology team is the backbone, and we are laser-focused on building a…
Added 1 day ago
Sr. Software Development Engineer in Test, AI/ML
PlayStation Global
Waterloo, ON
Experience with Databricks or similar ML platform tooling.
Added 1 day ago
RB
Lead Data Scientist
Royal Bank of Canada
Toronto, ON
- Full-time
As a Lead Data Scientist in the Governance & Insights team, you will build the standards, patterns, and tools that enable RBC's AI transformation at scale. You'll be the architect behind…
Added 1 day ago
O
Responsable de l’expérience numérique / Digital Experience Leader, Customer Support
OneSpan
Montreal, QC
- Full-time
Added 1 day ago
PC
Staff Product Engineer
Priority Commerce
Waterloo, ON
- $116,000 to $157,000 CAD / year
- Full-time
We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses…
Added 1 day ago
TG
Product Owner, Artificial Intelligence Technology
TMX Group
Toronto, ON
- $140,000 to $180,000 CAD / year
- Full-time
…translates business requirements into product vision - owning the delivery of AI products and driving AI adoption across TMX. Responsibilities span functional and process design,…
Added 1 day ago
KC
Senior Embedded Software Designer (6+ month Contract)
Kepler Communications Inc.
Canada
- Contract
Our mission is to provide real-time on-orbit connectivity for critical missions, enabling a new era of data-driven intelligence and innovation. With 33 satellites launched to date, Kepler…
Added 1 day ago
HG
Business Systems Analyst (AI and Automation)
Hypertec Group
QC · St-Laurent, QC
- Full-time
Lead process discovery with business units, mapping current workflows, handoffs, pain points, and data sources, and use AI tools to produce current state documentation, workflows, work…
Added 1 day ago
HG
Senior Product Owner, AI
Hypertec Group
QC · St-Laurent, QC
- Full-time
Own the product vision, roadmap, and backlog for the sovereign AI platform, including its AI skills, agents, and connections to business systems.
Added 1 day ago
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Director of Information Technology
CarltonOne
Markham, ON
- Full-time
…need to be productive and successful. The Director, IT will lead internal IT support, service delivery, endpoint management, identity and access management, collaboration tools, workplace…
Added 1 day ago
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Lead Data Scientist
RBC
Toronto, ON
- Full-time
As a Lead Data Scientist in the Governance & Insights team, you will build the standards, patterns, and tools that enable RBC's AI transformation at scale. You'll be the architect behind…
Added 1 day ago
H
eTrading Full Stack Engineering - Compute
HSBC
Toronto, ON · Greater Toronto Area, Canada
- $91,600 to $137,300 CAD / year
- Full-time
…operating system packages, container images, drivers, firmware and platform tooling and integrate vulnerability, provenance and release policy checks into delivery…
Added 1 day ago
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Manager, Data Operations
AstraZeneca
Mississauga, ON · Canada - Mississauga
- Full-time
In this role, you will lead the delivery and daily operation of specialty pharmacy, specialty infusion, patient services, trade and distribution data that powers our US Commercial strategy…
Added 1 day ago
RB
Prod Srvc Lead, Client Technology Support– Salesforce CRM
Royal Bank of Canada
Toronto, ON
- Full-time
The Production & Risk Services group is looking for a Prod Srvc Lead, Client Technology Support– Salesforce CRM to help support and lead the operations of a group of complex Client…
Added 1 day ago
ES
Software Engineering Team Lead
Exchange Solutions
Toronto, ON · Greater Toronto Area, Canada
- Full-time
As a Team Lead at Exchange Solutions, you are the senior hands-on engineer on your team, delivering a product area of our platform. You set the technical standard in the code your team…
Added 1 day ago
Responsable de l’expérience numérique / Digital Experience Leader, Customer Support
OneSpan
Montreal, QC
Added 1 day ago
E
Core Network as a Service Test Developer
Ericsson
Ottawa, ON
- Full-time
…of 5G services. We are looking for individuals who want to lead change in the industry, apply the latest technologies to a domain that society relies on day in and day…
Added 1 day ago
E
Principal Data Scientist
EXL
ON · Ontario, Canada
- Full-time
Work with data engineering and platform teams on pipelines, MLOps and model monitoring.
Added 1 day ago
S
Head of Data Systems (Google Stack)
Stacktics
Toronto, ON
- Full-time
The Head of Data Systems (Google Stack) will play a key role at Stacktics, required to help create and maintain industry-leading quality and efficiency of service and software delivery.
Added 1 day ago
C
Technology Lead Analyst – Infrastructure Orchestration
Citi
Mississauga, ON
- Full-time
The Technology Lead Analyst – Infrastructure Orchestration is a senior-level position within Citi's Technology Infrastructure group, responsible for leading the design, architecture, and…
Added 1 day ago
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Copy of Operating Model and Service Transition Analyst, Contact Centre
Miratech
Vaughan, ON · Toronto
- Full-time
Execute detailed service readiness assessments across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies; escalate…
Added 1 day ago
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Operating Model and Service Transition Analyst, Contact Centre
Miratech
Markham, ON
- Full-time
Execute detailed service readiness assessments across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies; escalate…
Added 1 day ago
M
Operating Model and Service Transition Analyst, Contact Centre
Miratech
Mississauga, ON
- Full-time
Execute detailed service readiness assessments across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies; escalate…

Miratech

Copy of Operating Model and Service Transition Analyst, Contact Centre

Vaughan, ON, Canada
Toronto, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 23, 2026

Original job description

Company 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

You will define the target operating model and service transition artifacts for a major contact centre migration to a cloud platform. This involves drafting documentation, facilitating workshops, and ensuring operational readiness across 39 lines of business.

Requirements

The role requires over 7 years of experience in business analysis or service management, with specific expertise in Genesys Cloud and ServiceNow. Candidates must demonstrate strong analytical judgment and the ability to produce operational documentation for enterprise-level platforms.

Skills

Service transition
Operating model design
Genesys Cloud
ServiceNow
ITIL
Business analysis
Stakeholder management
Process documentation
Runbook creation
SLA management
Change enablement
Knowledge management
Data analysis
Operational readiness
Contact centre operations

Benefits

Health insurance
Relocation program
Professional development opportunities
Mentorship programs
Talent investment programs
Internal mobility
Internship opportunities

Visa sponsorship

Not detected in the job text

Keywords

Operating Model
Service Transition
Contact Centre
Genesys Cloud
ServiceNow
ITIL
Cloud Migration
Business Analyst
RACI
SLA
OLA
Runbooks
CMDB
Change Management
Knowledge Management
Operational Readiness
Stakeholder Management
Gap Analysis
Skills Matrix
Disaster Recovery
Systems Integrator
Financial Services
Consulting
Digital Transformation
Service Catalog

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