Jobs in Canada

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Added 2 hours ago
CO
Senior HR Business Partner
City of Saint John
Saint John, NB
- Full-time
…resilient workforce aligned with the City’s long-term vision and service…
Added 12 hours ago
Corporate Traveller - Training Specialist - Toronto, Vancouver, Montreal
Flight Centre
Quebec, QC
…is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing –…
Added 12 hours ago
986_HICKORY_WOOD_EARLYON_PROGRAM_FACILITATOR
Family Day Care Services
Brampton, ON
The centres are open six days per week
Added 13 hours ago
EI
Transportation Facilitator (Student Transportation) - Permanent
Elk Island Public Schools
Sherwood Park, AB
- Full-time
…a vision of world-class learning and lifelong impact. Every day, staff work collaboratively to provide high-quality, student-centred education, ensuring learners are empowered to embrace…
Added 1 day ago
MG
Clinical Pharmacist
Michael Garron Hospital
Toronto, ON
- Full-time
Is available to work week-end and evening shifts and assists in completion of the calendar schedule
Added 1 day ago
TS
Residential Program Facilitator
The Salvation Army in Canada
Oakville, ON
- Full-time
The incumbent must have the following experience before hire:
Added 1 day ago
TS
Residential Program Facilitator
The Salvation Army Canada and Bermuda Territory
Oakville, ON
- Full-time
The incumbent must have the following experience before hire:
Added 1 day ago
UE
Peoples Experience Coproduction Facilitator
Unidad Educativa Bilingüe Delfos
Windsor, ON
- Internship
The People’s Experience & Co‑production Facilitator will lead the day-to-day coordination and facilitation of Salutem Voices, supporting meaningful co‑production across Salutem. The…
Added 2 days ago
Recreation Worker
Winnipeg Regional Health Authority
Winnipeg, MB
Department / Unit: Charleswood Adult Day Program
Added 2 days ago
M
Operation Model and Service Transition Analyst, Contact Centre
Miratech
Kitchener, ON
- Full-time
Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office
Added 2 days 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 2 days ago
UT
CAN Site Lead
US Tool Group
Mirabel, QC
- Other
Job Details: Job Location: Airbus Atlantic Canada (Stelia) - Mirabel, QC, Salary Range: Undisclosed, Job Shift: Day, CAN Site Lead/ Responsable de Site
Added 2 days ago
Learning Program Coordinator - 12-month contract
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON · Montreal, QC
This role follows a hybrid work model, with an in-office presence required three days per week at the designated office location
Added 2 days ago
Learning Program Coordinator
The Canada Life Assurance Company
Canada
This role follows a hybrid work model, with an in-office presence required three days per week at the designated office location
Added 2 days ago
B
Senior Facilitator
BMO
Toronto, ON · FCP
- Full-time
…reviews are in place, key performance indicators are monitored, service level agreements are met and service costs are kept within…
Added 2 days ago
MY
Social Services Family Facilitator
McMan Youth, Family and Community Services Association, Central Region
Lacombe, AB
- Full-time
We are currently seeking a Full-Time Temporary Family Facilitator to join our Family Resource Network (FRN) in Red Deer.
Added 2 days ago
SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 2 days ago
SM
RQ11733 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 3 days ago
SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 3 days ago
SM
RQ11733 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 3 days ago
SM
RQ11733 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 3 days ago
SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 4 days ago
SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 4 days ago
SM
RQ11733 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 4 days ago
SM
RQ11735 – Business Analyst – Senior (Onsite)
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week

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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Work requirements

Jobs in Canada