Jobs in Canada

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KC
Associate Director, Programmatic
Kim Cosic Consulting Inc.
Toronto, ON · Greater Toronto Area, Canada
- Full-time
The Associate Director, Programmatic leads the development and delivery of audience-based media programs across a large CPG client and eventually a portfolio of clients, with a strong focus…
Added 2 mins ago
O
Warehouse Supervisor
Oppy
Calgary, AB
- Full-time
Grow our tomorrow. Celebrating over 165 years in business, we are one of North America’s top fresh produce sales and marketing companies. We bring over 100 varieties of produce from more…
Added 2 mins ago
CS
Regional Director of Sales and Business Development
Canuck Security Services Ltd.
Surrey, BC
- Full-time
The Regional Director of Sales and Business Development will own revenue growth across the region. This is a senior, hands-on leadership role. You’ll set the sales strategy, lead and grow…
Added 2 mins ago
O
Lead Principal Core Infrastructure Engineer
Oracle
Toronto, ON
- $123,900 to $203,600 CAD / year
- Full-time
–Evaluate whether systems are meeting nonfunctional scalability requirements, and proactively anticipate growing business needs within the business unit.
Added 17 mins ago
M
Operation Model and Service Transition Analyst, Contact Centre
Miratech
Kitchener, ON · Toronto
- Full-time
Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office
Added 32 mins ago
TC
Disability Service Worker (SIL), Part-Time
Taproot Community Support Services
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- Part-time
The Disability Services Worker (DSW), under supervision of their supervisor, facilitates and monitors education and development programs for purposes of providing individuals in service…
Added 32 mins ago
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Regional Director of Sales and Business Development
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Surrey, BC
- Full-time
Reporting directly to the Founder & CEO, the Regional Director of Sales and Business Development will own revenue growth across the region. This is a senior, hands-on leadership role.…
Added 32 mins ago
FOH Management - General Manager
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Langley (District), BC · Langley, BC
We are looking for an incredible General Manager to be the leader of our team. Our people are the heart and soul of our business, and we are on the hunt for an amazing person like you to…
Added 48 mins ago
T
Personal Banking Associate Trainee - Mandarin or Cantonese Language Skills an Asset
TD
Vancouver, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 48 mins ago
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Personal Banking Associate Trainee - Mandarin or Cantonese Language Skills an Asset
TD
Richmond, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 48 mins ago
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Personal Banking Associate Trainee - Mandarin or Cantonese Language Skills an Asset
TD
White Rock, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 48 mins ago
T
Personal Banking Associate Trainee - Korean Language Skills an Asset
TD
Surrey, BC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 48 mins ago
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Personal Banking Associate (Full time)- Blainville, Seigneurie
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Blainville, QC
- Full-time
…opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been…
Added 48 mins ago
Client Service Representative - Calgary Brentwood Village (Part-Time)
ATB
Calgary, AB
Leadership is in our DNA at ATB, reflecting our commitment to developing world-class leaders who can truly thrive. Our Leader DNA model sets the standard for how we lead people, drive…
Added 48 mins ago
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Project Engineer - Mining & Metals
Fluor
Vancouver, BC
- Full-time
Fluor is one of Canada's top employers and is recognized globally as a leader in the Engineering, Procurement, Construction, Fabrication, and Maintenance industry. Our focus on innovation…
Added 48 mins ago
SC
store manager, North York, ON
Starbucks Coffee Company
Toronto, ON
- $62,500 to $82,600 CAD / year
- Full-time
Starbucks is known for developing extraordinary leaders who drive business success by doing the right thing for partners (employees), customers and communities – globally. As a Starbucks…
Added 48 mins ago
BS
Process Engineering Associate, Co-op/New Grad
Boston Scientific
Canada
- Full-time
This role requires on-site presence (5 days per week) at our Mississauga manufacturing site
Added 1 hour ago
GC
Chef.fe d’équipe, conception technique / Lead Technical Designer
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Montreal, QC
- Temporary
Au moins 8 ans d’expérience en conception technique dans l’industrie du jeu vidéo, dont au moins 1 an dans un poste de leader ou en gestion d’équipe.
Added 1 hour ago
ZA
Experienced Financial Services Manager - Alta Nissan Richmond Hill - 26342
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Richmond Hill, ON
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You will be part of a winning team -- we are a leader in the industry driven by 50 years of people-centric business modeling.
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Experienced Lease Manager - Martin Grove Volkswagen (26270)
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Housekeeping Manager | Full-Time | Days Inn by Wyndham Thunder Bay North
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- Full-time
Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S. and ranges from…
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Product Specialist - Databricks
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Ubisoft is a global leader in gaming with teams across the world creating original and memorable gaming experiences, from Assassin’s Creed, Rainbow Six to Just Dance and more. We believe…
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Senior Software Engineer
Game Companies
Vancouver, BC
- Full-time
We are seeking an experienced Senior Software Engineer to join our Service Enablement organization as a technical leader and change-maker. In this role, you will lead a team of software…
Added 1 hour ago
VC
Errors & Omissions Claims Analyst (Temporary)
Victor Canada
Canada
- Temporary
All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week
Added 1 hour ago
AI
Emerging Leader
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- Full-time
Within the Emerging Leader program, you will have an opportunity to learn and be mentored by multiple leaders across our business, including operations, sales, finance, human resources,…

Miratech

Operation Model and Service Transition Analyst, Contact Centre

Kitchener, ON, Canada
Toronto, Canada

Full-time

Apply on jobs.smartrecruiters.com About employer

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 10, 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.

Apply on jobs.smartrecruiters.com About employer

More about this job

Responsibilities

You will define the target operating model and service transition for a major contact centre migration to a cloud platform. This involves drafting operational artifacts, documenting processes, and facilitating workshops with stakeholders to ensure service readiness.

Requirements

The role requires 7+ years of experience in business or service management analysis with specific expertise in Genesys Cloud and ServiceNow. Candidates must have a strong background in ITIL service management and the ability to produce operational documentation for enterprise-level platforms.

Skills

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

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

Service Transition
Contact Centre
Genesys Cloud
ServiceNow
ITIL
Operating Model
Cloud Migration
Business Analyst
Operational Readiness
RACI
SLA
OLA
Runbooks
CMDB
Change Enablement
Knowledge Management
Stakeholder Management
Data Analysis
Excel
Disaster Recovery
Systems Integrator
Financial Services
Process Definition
Capability Maps
Service Catalog

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Jobs in Canada