Jobs in Canada

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Added 3 mins ago
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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 3 mins ago
L&
Boutique Manager and Senior Skincare Advisor
Loshen & Crem
AB · Edmonton, AB
- Full-time
…understanding individual needs, sharing knowledge, and creating an experience that makes every client feel welcomed, understood, and confident in their…
Added 3 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 3 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 3 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 3 mins ago
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Senior Data Center Support Services Technician
Oracle
Montreal, QC
- $53,900 to $88,500 CAD / year
-Collaborates across teams to lead the delivery of impactful work and provide support for critical team objectives. Leverages advanced understanding of business, stakeholder, and/or…
Added 3 mins ago
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Assistant Guest Experience Manager
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Toronto
- Full-time
This position reports to the Guest Experience Manager, is on a rotating shift basis, and On-job training will be provided
Added 3 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 18 mins ago
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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 18 mins ago
Sales Specialist (Multi Dwelling Unit)
Rogers Communications
London, ON
…closely with our customers and offer a personalized face-to-face experience selling home services including TV, Internet, and Home Phone. We know that our customers rely on us to provide…
Added 18 mins ago
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Director, Data & Analytics
Reitmans (Canada) Ltée/Ltd
Montreal, QC
- Full-time
…identify opportunities where data and analytics can improve customer experience, profitability, and operational…
Added 18 mins ago
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Occupational Health, Safety and Environment (OHSE) Advisor
SMS Equipment Inc.
Fort McMurray, AB
- Full-time
You will bring a Health and Safety diploma or equivalent education, 5+ years of experience in a field safety role, and hands-on experience working around construction or mining equipment.…
Added 18 mins ago
SD
Pharmacist, Hourly Part Time Day
Shoppers Drug Mart
Renfrew, ON
- Part-time
Communicate with other health care professionals within the circle of care to provide customer care
Added 18 mins ago
SD
Pharmacist, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Renfrew, ON
- Full-time
Communicate with other health care professionals within the circle of care to provide customer care
Added 18 mins ago
LC
Grocery Assistant Department Manager Full Time Day
Loblaw Companies Limited
Dartmouth, NS
- Full-time
…products and deals our team members are there to give excellent customer service and memorable experiences. Our Assistant Department Managers are dedicated people leaders who navigate us to…
Added 33 mins ago
KÉ
Co-Founder
Kalkia Évolution IA
Montreal, QC
- Full-time
…phone, text, and messaging channels, Kalkia ensures that no lead is neglected and business owners can focus on their core…
Added 48 mins ago
KD
Directeur stratégie commerciale et gestion de la croissance du revenu/ Manager, Trade Strategy and Revenue Growth Management
Keurig Dr Pepper
Montreal, QC
- Full-time
3 à 6 ans d’expérience en RGM, finance commerciale, stratégie des ventes ou analytique marketing
Added 48 mins ago
Client Service Representative - Calgary Brentwood Village (Part-Time)
ATB
Calgary, AB
Proven customer service and/or sales experience.
Added 48 mins ago
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Senior Buyer
Worley
Calgary, AB
- Full-time
Must have major EPCM project experience
Added 48 mins ago
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Gestionnaire des ressources énergétiques / Energy Resource Manager
Microsoft
Quebec, QC
- Full-time
Added 48 mins ago
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Swarm Data Platform Solution Engineer
Microsoft
Toronto, ON
- Full-time
Lead hands-on engagements - hackathons and architecture workshops - to accelerate adoption of Microsoft’s cloud platforms.
Added 48 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 48 mins ago
SC
store manager, North York, ON
Starbucks Coffee Company
Toronto, ON
- $62,500 to $82,600 CAD / year
- Full-time
3 years retail / customer service management experience
Added 48 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
NM
Agriculture Equipment Technician
Nelson Motors and Equipment
Estevan, SK
- Full-time
Valid driver's license required

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.

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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