Jobs in Canada

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Added 3 mins ago
RS
Rope Access Journeyperson Insulator
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
Journeyperson Insulator certification required · IRATA Level 1 certification required, or higher
Added 3 mins ago
RS
Rope Access NDT Technicians
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…service non-destructive testing, inspection, and integrity services throughout North America. Our wide array of services is tailored towards maintenance, integrity, construction for both…
Added 3 mins ago
MC
AI & Automation Developer
Morgan Construction and Environmental Ltd.
AB · Edmonton, AB
- Full-time
Experience in construction, environmental, energy or field-services industries
Added 3 mins ago
RS
Rope Access NDT Technicians – UT/MT
Rockwood Service Corporation
Rocky View No 44, AB · Rocky View County, AB
- Full-time
…service non-destructive testing, inspection, and integrity services throughout North America. Our wide array of services is tailored towards maintenance, integrity, construction for both…
Added 18 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 48 mins ago
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Gestionnaire des ressources énergétiques / Energy Resource Manager
Microsoft
Quebec, QC
- Full-time
Le Cloud Operations & Innovation (CO+I) de Microsoft est le moteur qui alimente nos services infonuagiques. En tant que gestionnaire de données CO+I, vous jouerez un rôle clé dans la mise…
Added 48 mins ago
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Project Engineer - Mining & Metals
Fluor
Vancouver, BC
- Full-time
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General Manager - Remote Resort (Relocation - Mountain Region)
JRoss Hospitality Recruiters
AB · Alberta, Canada
- Full-time
Oversee daily operations across Food & Beverage, Front Office, Housekeeping, Maintenance, and Guest Services.
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CO
Animal Shelter Attendant
City of Greater Sudbury
Sudbury, ON · Greater Sudbury, ON
- Internship
Section: By-Law and Animal Care and Control Services
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IH
Registered Nurse (RN) | Neonatal Intensive Care Unit (NICU)
Interior Health Authority
Kelowna, BC
- Internship
…balance is promoted within the IH team, and our commitment to environmental sustainability supports our primary goal of increasing the health and well-being of everybody in the Interior…
Added 1 hour ago
NS
Environmental Services Worker - Environmental Services
Nova Scotia Health Authority
Bridgewater, NS
- Internship
Reporting to the Assistant Manager - Facility Support Services, the Environmental Service Worker maintains a clean, safe, and functional environment for patients, families, staff and…
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REQ26-183 - Heavy Equipment Operator-Class II
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Quebec, QC
- Full-time
Reporting to surface services general foreman, you will have the opportunity to work in a safe, unique and motivating environment. Your main duties will be :
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Environmental Services Worker - Environmental Services
Nova Scotia Health Authority
NS · Inverness, NS
- Internship
Reporting to the Supervisor, Facility Support Services, the Environmental Services Worker performs general repetitive tasks in maintaining an assigned area, with due consideration for…
Added 1 hour ago
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Environmental Services Worker - Environmental Services
Nova Scotia Health Authority
North Sydney, NS
- Internship
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Added 1 hour ago
LH
2600003008 - Facilitator/Coordinator Paramedic Progm
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Centre Wellington, ON
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Must have a satisfactory performance record;
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M.R.T. - Nuclear Medicine (Talent Pool)
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…(SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s…
Added 1 hour ago
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Cleaner Ontario
BGIS
Ottawa, ON
- Full-time
BGIS is a global leader in integrated facility management services. With a combined team of over 10,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that…
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International Civil Aviation Organization
Montreal, QC
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The Air Transport Bureau (ATB) supports Security and Facilitation; Economic Development of Air Transport; and Environmental Protection. ATB also contributes towards Safety, develops and…
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Environmental Planner Transportation
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Industrial Field Labourer
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Nanaimo, BC
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IH
Licensed Practical Nurse (LPN) | Emergency
Interior Health Authority
Kamloops, BC
- Internship
…balance is promoted within the IH team, and our commitment to environmental sustainability supports our primary goal of increasing the health and well-being of everybody in the Interior…
Added 1 hour ago
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Registered Nurse (RN/RPN) | Opiod Agonist Treatment (OAT)
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Castlegar, BC
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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