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Added 3 mins ago
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Senior Account Manager
SoTalent
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- Full-time
Utilize sales data, market insights, and business analytics to identify growth opportunities and improve account performance.
Added 4 mins ago
Senior Accountant, Corporate
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Calgary, AB
Lead consolidated month-end close activities across JDE and OneStream, including:
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Senior Program Manager
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- Full-time
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AI Data Scientist
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UO
Academic Teaching Staff Position in Business Analytics
University of Alberta
Edmonton, AB
- Full-time
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Public Relations Director - Maternity Leave Replacement
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
…amplify the brand and its key campaigns. The Director will lead and develop the PR team, oversee external agency relationships and budgets, and work cross-functionally to ensure PR programs…
Added 6 mins ago
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Senior Digital Product Manager, Data and Analytics
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- Full-time
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Montreal, QC
- Full-time
Added 19 mins ago
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Client Manager - Future Opportunity
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Oakville, ON · ON, Oakville, CA-ON
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Added 33 mins ago
UO
Research Data Technologist
University of British Columbia
Vancouver, BC · VCH | Vancouver General Hospital - Gordon and Leslie Diamond Health Care Centre (VGHHCC)
- $4,845.17 to $5,713.66 CAD / month
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The Research Data Technologist will report to the Principal Investigator (Dr. Paul Keown) with day-to-day oversight provided by the Research Associate. The incumbent may also receive…
Added 33 mins ago
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Product Owner I
TD
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- Full-time
We are seeking a collaborative and customer-focused Product Owner I to lead a cross-functional delivery pod responsible for building and enhancing digital experiences that deliver…
Added 33 mins ago
Product Director
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We are seeking an experienced Product Director to lead product strategy and live services for Pogo. In this key leadership role, you will report directly to the Studio General Manager and…
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Senior Lead Data Analyst - SVP
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The Data Analytics Sr Lead Analyst is a strategic professional who closely follows latest trends in own field and adapts them for application within own job and the business. Typically, a…
Added 33 mins ago
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Lead Data Analyst - VP
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Added 33 mins ago
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Inventory - Field Data Collector
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The Data Collection Associate is responsible for collecting and transmitting data gathered from designated retail stores primarily using a handheld device.
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Auditor (CPA)
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Embrace and use data analytics to improve audit coverage.
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Data Product Manager
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Together with analytics team leaders you will support our business with excellent data models to uncover trends that can drive long-term business results.
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Associate Vice President, Risk & Control
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Knowledge of advanced analytics tools, data capabilities, and their application to risk and control activities.
Added 35 mins ago
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Added 35 mins ago
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Added 35 mins ago
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Wholesale Sales & Account Development Specialist (US & Canada)
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Added 35 mins ago
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…technology consulting knowledge across Digital Transformation, Data & Analytics, Cloud, AI, Cybersecurity, Application Development, and Managed…
Added 38 mins ago
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Principal MCP/AI Developer
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Added 47 mins ago
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Miratech

Operating Model and Service Transition Analyst, Contact Centre

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Apr 14, 2027
Posting language: English
Posted: Oct 16, 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 artifacts, operational documentation, and ServiceNow materials for a major bank's cloud contact centre migration. Gather and analyze current-state information, support workshops and readiness assessments, track transition risks and decisions, and coordinate readiness and knowledge transfer across teams.

Requirements

Requires at least seven years of business analysis or service management experience, including service transition or operations, plus hands-on enterprise cloud contact centre experience and at least two years with Genesys Cloud. Candidates should have supported an enterprise go-live, be experienced with ServiceNow and ITIL practices, and demonstrate strong documentation, analytical, facilitation, and stakeholder-interview skills.

Skills

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

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
RACI
SLA
OLA
Operational Readiness
Service Acceptance
Disaster Recovery
Monitoring
Access Provisioning
Excel
Risk and Issue Management
Skills Matrix
Financial Services
Stakeholder Workshops

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