Jobs in Canada

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Added 9 mins ago
O
Warehouse Supervisor
Oppy
Calgary, AB
- Full-time
…the daily operations of the Calgary warehouse team. You will lead the execution of key warehouse activities with a strong focus on accuracy, efficiency, and operational excellence, ensuring…
Added 9 mins ago
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Senior Manager, Portfolio Governance & Delivery (IT Capital Projects)
Liberty
Oakville, ON
- $120,000 to $170,000 CAD / year
- Full-time
…through our portfolio of utility investments to over one million customer connections, largely in the United States and…
Added 9 mins ago
Senior Manager, Portfolio Governance & Delivery
Liberty Utilities
Oakville, ON
…through our portfolio of utility investments to over one million customer connections, largely in the United States and…
Added 9 mins ago
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Lead Principal Core Infrastructure Engineer
Oracle
Toronto, ON
- $123,900 to $203,600 CAD / year
- Full-time
–Lead collaboration with stakeholders to define system scalability requirements, ensuring the defined requirements meet customer expectations.
Added 9 mins ago
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Manager of Insights and AI
Equinix
Toronto, ON
- Full-time
…being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path…
Added 24 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 38 mins ago
KÉ
Co-Founder
Kalkia Évolution IA
Montreal, QC
- Full-time
…partnerships, while contributing hands-on to sales, marketing, and customer success. Day-to-day responsibilities include identifying target markets, refining the value proposition, engaging…
Added 54 mins ago
Client Service Representative - Calgary Brentwood Village (Part-Time)
ATB
Calgary, AB
Proven customer service and/or sales experience.
Added 54 mins ago
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Senior Buyer
Worley
Calgary, AB
- Full-time
Must have major EPCM project experience
Added 54 mins ago
M
Gestionnaire des ressources énergétiques / Energy Resource Manager
Microsoft
Quebec, QC
- Full-time
Added 54 mins ago
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Associate Manager PT Under 20 hours - Sherway Gardens
Tumi
Toronto, ON · Etobicoke, ON
- Part-time
As part of our Retail team, the Associate Manager is responsible for creating a client experience that accurately reflects the ethos of our brand while building and maintaining strong…
Added 54 mins ago
SC
store manager, North York, ON
Starbucks Coffee Company
Toronto, ON
- $62,500 to $82,600 CAD / year
- Full-time
Our Store Managers bring the Starbucks experience to life by managing store operations, driving financial success, building great teams, and building a meeting place in their communities.…
Added 54 mins ago
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Superintendent II, Process
Vale
Sudbury, ON · Greater Sudbury, ON,CA
- Full-time
Must have strong organization and time leadership skills · Must have strong written and oral communication skills
Added 1 hour ago
JH
General Manager - Remote Resort (Relocation - Mountain Region)
JRoss Hospitality Recruiters
AB · Alberta, Canada
- Full-time
…project management capabilities, and the ability to build and lead teams in a dynamic, multi-phase environment. Working closely with the Executive Director, you will guide daily operations,…
Added 1 hour ago
NI
Sales Team Lead (Calgary)
NOV Inc.
Calgary, AB
- Full-time
The Sales Team Lead in Calgary will be responsible for driving sales growth, developing customer relationships, and supporting the overall commercial performance of NOV’s Downhole Tools…
Added 1 hour ago
SD
Ramp-Up Account Manager
Snap Dental Labs
Remote, Canada
- $3,000 to $4,500 USD / year
- Full-time
- Remote
…emerging dental practices. The ideal candidate will be driven, customer-focused, and passionate about contributing to both our company’s growth and the advancement of dental care solutions.…
Added 1 hour ago
E
Agent·e de promotion et de communication
Engagés
Montréal-Ouest, QC
- Full-time
L’expérience avec Slate Technolutions ou une autre plateforme de marketing et d’admission est un atout.
Added 1 hour ago
I
Senior Product Manager, Connected Accounts Platform
Intuit
Toronto, ON
- Full-time
…Legal and Security, and with the TurboTax and Credit Karma experience teams, to solve some of the hardest problems in connected-account systems at scale, including connection success and…
Added 1 hour ago
CB
Manager, Learning & Program Development
CPHR BC & Yukon
Vancouver, BC
- Full-time
…consists of professionals who are focused on providing excellent customer service to over 8600 members, and partners in a fun, supportive and collaborative workplace environment. CPHR BC &…
Added 1 hour ago
SE
Tender Manager
Schneider Electric
Milton, ON
- $91,200 to $136,800 CAD / year
- Full-time
Control quality and accuracy of the bid and ensure that the optimal solution is submitted to the customer.
Added 1 hour ago
SE
Tender Manager
Schneider Electric
Calgary, AB
- $91,200 to $136,800 CAD / year
- Full-time
Control quality and accuracy of the bid and ensure that the optimal solution is submitted to the customer.
Added 1 hour ago
HT
Master Data Mgmt Analyst
Husky Technologies
Bolton, ON
- Full-time
…work with – and be challenged by – a team of great people. Our success is possible because of the creativity, intelligence and passion of our people around the world and their desire to…
Added 1 hour ago
P
Account Executive, Channel Sales
Plooto
Canada
- Full-time
Collaborate cross-functionally with Customer Success, Marketing, and Partnerships on handoffs, event coverage, and channel strategy
Added 1 hour ago
DS
Program Manager/Account Manager
Dorigo Systems Ltd.
Burnaby, BC
- $60,000 to $90,000 CAD / year
- Full-time
…responsible for managing and growing a portfolio of Dorigo’s key customer accounts. This role focuses on strengthening customer relationships, identifying growth opportunities, and ensuring…
Added 1 hour ago
AA
Spécialiste Senior Systèmes Avioniques / Avionics Systems Senior Specialist
Airbus Aircraft
Mirabel, QC
- Full-time
Vous avez une expérience confirmée de plus de 15 ans en ingénierie aéronautique, vous avez travaillé dans la conception, l'intégration et la certification de systèmes avioniques et de…

Miratech

Operation Model and Service Transition Analyst, Contact Centre

Kitchener, ON, Canada
Toronto, Canada

Full-time

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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