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Added 2 hours 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
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
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
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
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
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
A
Senior Technology Acquisition Consultant
Affinity
Calgary, AB
- Contract
On behalf of our public sector client, Affinity is seeking a Senior Technology Acquisition Consultant with significant experience in technology procurement, sourcing strategy, and vendor…
Added 1 day ago
'
Agriculture Supply Analyst
''
Toronto, ON
- Full-time
Reporting to the Senior Manager, North America Agriculture Appetizer Supply, the Agriculture Supply Analyst is responsible for ensuring the efficient flow of agricultural raw materials…
Added 1 day ago
KH
Sales Analyst
Kraft Heinz
Toronto, ON
- Full-time
The Sales Analyst will work directly with senior Sales and Finance leadership to drive trade spend effectiveness through partnership, superior financial insights and innovation of our…
Added 1 day ago
HG
Senior Product Owner, AI
Hypertec Group
QC · St-Laurent, QC
- Full-time
Hypertec is seeking a Senior Product Owner, AI to join our Project Management team in Montreal, Quebec. If you are motivated, collaborative, and aligned with our values, we would love to…
Added 1 day ago
M
RQ11681 - Systems Analyst - Senior
Maarut
Toronto, ON
- Contract
upgrades to be in sync with vendor-supported application capabilities.
Added 1 day ago
M
RQ11680 - Systems Analyst - Senior
Maarut
Toronto, ON
- Contract
upgrades to be in sync with vendor-supported application capabilities.
Added 2 days ago
BG
Compensation Manager
Berean Group International, Inc.
Montreal, QC
- Contract
Job Title: Senior Compensation Analyst / Compensation Manager
Added 2 days ago
ZS
Senior Business System Configuration Analyst (SAP)
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Job Title: Senior Business System Configuration Analyst (SAP)
Added 2 days ago
AC
RQ11680 and RQ11681 - Peoplesoft HCM -Systems Analyst - Senior
A.T. Consulting & Recruiting Inc.
Toronto, ON
- Contract
RQ11680 and RQ11681- Systems Analyst - Senior
Added 2 days ago
I
Business Analyst - Senior
isgSearch
Toronto, ON · Greater Toronto Area, Canada
- Contract
Seeking a Senior Business Analyst to support large-scale digital initiatives through requirements analysis, business process improvement, stakeholder engagement, and implementation support.
Added 2 days ago
QM
Senior Analyst, Technology & Operations
Quantum Management Services Ltd.
Toronto, ON
- $35 to $38 CAD / hour
- Contract
Position: Senior Analyst, Technology & Operation
Added 2 days ago
ZS
SAP Business Analyst
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Senior Business System Configuration Analyst (SAP), Corporate Platforms
Added 2 days ago
T
Senior Analyst, Marketing Delivery
TD
Toronto, ON
- Full-time
Knowledge of Python, PySpark, SQL, databases, data structures, vendor requirements, and file format requirements.
Added 2 days ago
L
Senior Applied Epic Business Systems Analyst
Lockton
Toronto, ON · Greater Toronto Area, Canada
- $115,000 to $140,000 CAD / year
- Full-time
The Senior Applied Epic Business Systems Analyst is the Canadian subject-matter expert of the Applied Epic platform, responsible for ensuring the system is optimized, well-governed, and…
Added 2 days ago
M
Copy of Operating Model and Service Transition Analyst, Contact Centre
Miratech
Vaughan, ON · Toronto
- 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
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
R
Senior Broadcast Technologist (T & I) (On-site)
Radio-Canada
Toronto, ON
- Full-time
…services to video-over-IP. Or, you may be an industry or technical analyst elsewhere seeking an opportunity to join a nationally respected brand and organization where you can grow your…

Miratech

Operating Model and Service Transition Analyst, Contact Centre

Markham, 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 artifacts for a major bank's cloud contact centre migration, including operational procedures, ServiceNow documentation, readiness assessments, and transition tracking. Gather and analyze current-state information, support workshops and stakeholder coordination, and escalate gaps or inconsistencies to the Service Transition Lead.

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 a platform go-live, be experienced with ServiceNow and ITIL practices, and demonstrate strong analytical, documentation, interviewing, and facilitation skills.

Skills

Service Transition
Operating Model Design
Business Analysis
Contact Centre Operations
Genesys Cloud
ServiceNow
ITIL Service Management
Operational Documentation
Service Readiness Assessment
Workshop Facilitation
Stakeholder Interviews
Change Enablement
Knowledge Management
Excel Data Analysis
Risk and Issue Tracking
Service Level Agreements

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 Management
Change Workflows
CMDB
Runbooks
RACI
SLA
OLA
Service Readiness
Disaster Recovery
Monitoring
Excel
Stakeholder Management
Risk and Issue Management
Financial Services
Contact Centre Migration

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