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Added 22 hours ago
P
Procurement & Supply Chain Analyst / Supply Chain Data Analyst (PSCA009)
Potenco
Canada
- Full-time
Our client, an established organization specializing in systems integration and technology solutions, is seeking a Supply Chain Data Analyst with a strong background in procurement,…
Added 1 day ago
MD
Compliance Analyst - Health Program Representative Senior
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Enter and confirm enforcement decisions into current data applications
Added 1 day ago
MD
Public Utilities Rates Analyst 4; Public Utilities Rates Analyst
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
This position will act as a situational lead worker, as assigned, and provide technical support for positions of the Minnesota Department of Commerce on rate design, rate of return, cost…
Added 1 day ago
MD
Pub Util Rates Analyst 3 or 4
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
This position is being posted at two (2) job class levels: Public Utilities Rates Analyst 3 (PURA3) and Public Utilities Rates Analyst 4 (PURA4). Final job class will be determined based on…
Added 1 day ago
AH
Senior Financial Analyst
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
As a Senior Financial Analyst, you will coordinate and/or prepare complex financial and statistical analysis and reports, along with providing interpretation of analyses and reports to…
Added 1 day ago
T
Senior Business Application Analyst
TD
Toronto, ON
- Full-time
Responsible for working with Technology to establish a partnership and ensure all business requirements and Data Governance requirements are met
Added 1 day ago
T
Business Application Analyst III
TD
Toronto, ON
- Full-time
Assist in defining test data and test environment requirements.
Added 1 day ago
AA
Analyste optimisation maintenance / Maintenance optimization Analyst - Structure
Airbus Aircraft
Montreal, QC
- Full-time
Added 1 day ago
MD
Internal Systems Analyst-Management Analyst 3
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
The Internal Systems Analyst serves as the agency’s primary resource for business systems configuration, user support, business analysis, and technology project coordination. Working with…
Added 1 day ago
AC
Analyste Financier Principal
Aston Carter
Montreal, QC
- $80,000 to $108,000 CAD / year
- Full-time
Added 1 day ago
T
Senior Business Application Analyst
TD
Toronto, ON
- Full-time
Responsible for working with Technology to establish a partnership and ensure all business requirements and Data Governance requirements are met
Added 1 day ago
B
Senior Data Analyst (Gaming)
Blazesoft
Vaughan, ON
- Full-time
The System Data Analyst will be in a critical position driving data-driven decision-making, optimizing business performance, and shaping the strategic direction of the gaming brands role…
Added 1 day ago
TH
Senior Financial Analyst/AFM Potential – Direct Fulfillment
The Home Depot Canada
Vaughan, ON
- Full-time
Strong quantitative and analytical skills, including financial modeling and data analysis.
Added 1 day ago
Senior Financial Analyst - Manufacturing
Riverside Natural Foods Ltd.
Toronto, ON
As the Senior Financial Analyst – Manufacturing, you will provide financial leadership and strategic partnership to plant operations, procurement, and cross-functional teams by delivering…
Added 1 day ago
L
Analyst II, Financial Planning and Analysis
Liberty
Fredericton, NB
- Full-time
As an Analyst II, you will be a part a professional team responsible for the development of key financial targets including the 5 year business plan, annual budget and periodic forecasts,…
Added 1 day ago
NT
Financial Planning & Reporting Analyst
NEARSOURCE TECHNOLOGIES
Montreal, QC
- Full-time
Role Summary: NearSource is seeking a Financial Planning & Reporting Analyst to support financial forecasting, budgeting, expense management, revenue planning, and management reporting. The…
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Senior Analyst, Financial Planning & Analysis - Superior Gas Liquids
Superior Plus Propane Talent Acquisition
Calgary, AB
Reporting to the Controller, the Senior Financial Analyst is responsible for gathering and manipulating large amounts of data from multiple sources to analyze and develop Operational,…
Added 1 day ago
Analyst II, Financial Planning and Analysis
Liberty Utilities
Fredericton, NB
As an Analyst II, you will be a part a professional team responsible for the development of key financial targets including the 5 year business plan, annual budget and periodic forecasts,…
Added 1 day ago
AE
Senior Financial Analyst, NAM Indirect Finance
Arc'teryx Equipment
North Vancouver, BC
- Full-time
As the Senior Financial Analyst, NAM Indirect Finance, you will play a key role in delivering reliable, consistent, and insight-driven planning and reporting across Indirect SG&A functions…
Added 1 day ago
A
Senior Financial Analyst, NAM Indirect Finance
ARC'TERYX
North Vancouver, BC
- Full-time
As the Senior Financial Analyst, NAM Indirect Finance, you will play a key role in delivering reliable, consistent, and insight-driven planning and reporting across Indirect SG&A functions…
Added 1 day ago
D
Customer Operations Associate
Diageo
Mississauga, ON · Dunwin
- Full-time
The Customer Operations Analyst (fix term contract) is responsible for minimizing Customers out-of-stocks enabled by proactive order management and strong customer facing, Commercial team,…
Added 1 day ago
TH
Senior Financial Analyst/AFM Potential – Direct Fulfillment
The Home Depot
Vaughan, ON
- Full-time
Strong quantitative and analytical skills, including financial modeling and data analysis.
Added 1 day ago
IF
Senior Analyst, Expense Allocation Governance
Intact FC
St. John's, NL · Toronto, ON · Montreal, QC
- Full-time
…Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a…
Added 1 day ago
T&
Sr. Financial Analyst
Turner & Townsend
Toronto, ON
- Full-time
Our capabilities include programme, project, cost, asset and commercial management, controls and performance, procurement and supply chain, net zero and digital solutions.
Added 1 day ago
GD
Senior Human Factors Engineering Analyst
General Dynamics Missions System International
Ottawa, ON
- $110,000 to $128,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…

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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