Jobs in Canada

25+ jobs

Group jobs by employerEmail me new jobs Save this search

Added 5 hours ago
CS
Instructor, Introduction to Psychology (Toronto)
Circuit Stream
Toronto, ON
- $1,650 CAD / week
- Contract
A thoughtful facilitator who can handle different viewpoints and sensitive subjects in an evidence-based, age-appropriate way.
Added 6 hours ago
GWCL - Recreation Facilitator
Winnipeg Regional Health Authority
Winnipeg, MB
Must have effective written and verbal communication skills · Must have personal maturity and the ability to accept responsibility for actions and decisions
Added 6 hours ago
Recreation Worker
Winnipeg Regional Health Authority
Winnipeg, MB
Grade 12 equivalent and Recreation Facilitator for Older Adults Certificate; or a diploma or undergraduate degree in Therapeutic Recreation.
Added 7 hours ago
SM
Peer Support Specialist Addictions Services - St. Michael's Hospital
St. Michael's Hospital
Toronto, ON
- Temporary
Facilitator training in WRAP, LifeRing, or similar programming preferred
Added 8 hours ago
GC
Gestionnaire de projet (Art conceptuel et sous-traitance) / PM (Concept Art & Outsourcing)
Game Companies
Montreal, QC
- Full-time
Continuous adaptation of our processes with the production teams and act as a facilitator in the event of difficulties.
Added 8 hours 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 9 hours ago
FN
Customer Care Facilitator
First Nations University of Canada
Regina, SK
- Full-time
Added 9 hours 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 10 hours ago
LH
Facilitator
Lifemark Health Group
Fort McMurray, AB
- Full-time
The Facilitator / Vocational Specialist will provide coaching and support to job seekers returning to the workforce. In collaboration with the team, the Facilitator / Vocational Specialist…
Added 10 hours ago
LH
2600003008 - Facilitator/Coordinator Paramedic Progm
Lakeridge Health
Centre Wellington, ON
- Internship
Must have a satisfactory performance record;
Added 11 hours ago
C
Product Design Manager, Design Systems
Clio
Toronto, ON · Vancouver, BC · Calgary, AB
- Full-time
Added 12 hours ago
TC
Learning and Development Content Specialist
The Canadian Real Estate Association | L'Association canadienne de l'immobilier
Canada
- Contract
…certification content, professional development resources, facilitator guides, participant guides, PowerPoint decks, case studies, activities, scripts, and supporting…
Added 13 hours ago
MN
Facilitator and Outreach Worker Team Lead
Mi'kmaw Native Friendship Centre
Windsor, NS
- Full-time
Employment Opportunity – Facilitator and Outreach Worker Team Lead
Added 13 hours ago
D
Greenhouse Experience Specialist
Deloitte
Vancouver, BC
- Full-time
Collaborate with the Lead Facilitator to support the design and delivery of a Greenhouse session, either in-person at your local Greenhouse, online, and sometimes assisting other markets…
Added 13 hours ago
TU
Grants Facilitator & Writer, Global Health
The University of British Columbia
Vancouver, BC
- $5,377.61 to $6,308.19 CAD / month
- Full-time
The Grants Facilitator & Writer contributes to the development, maintenance and advancement of research projects at the Institute for Global Health at BC Children’s & Women’s Hospital…
Added 14 hours ago
Temporary FT Community Outreach Worker
CASS Human Resources
Calgary, AB
Provide support and coverage during Workshop Facilitator absences, including assisting with workshop delivery when needed.
Added 14 hours ago
CH
Community Outreach Worker - Poss-Abilities Program (Temporary Full-Time)
CASS Human Resources
Calgary, AB
- Full-time
Provide support and coverage during Workshop Facilitator absences, including assisting with workshop delivery when needed.
Added 14 hours ago
UT
CAN Site Lead
US Tool Group
Mirabel, QC
- Other
Added 14 hours ago
EM
Part Time Online Facilitator - Computer Science & Information Technology
EKU Master of Public Administration Program
Richmond, BC
- Part-time
Title: Part Time Online Facilitator - Computer Science & Information Technology
Added 14 hours ago
CL
Direct Support Facilitator On Call - Children Respite
Community Living Hamilton
Hamilton, ON
- Part-time
Added 15 hours ago
CL
Direct Support Facilitator On Call - Children Respite
Community Living Hamilton
Hamilton, ON
- Part-time
Added 15 hours ago
Bilingual Specialist, Employee Relations
CMHC - SCHL
Toronto, ON · Ottawa, ON · Montreal, QC · Vancouver, BC · Halifax, NS · Calgary, AB
…implementation of appropriate corrective action, acting as a facilitator or mediator in discussions designed to address interpersonal or work-related…
Added 16 hours ago
CS
Instructor, Foundations of Medicine and Healthcare (Mississauga)
Circuit Stream
Mississauga, ON
- $1,500 to $1,650 CAD / week
- Contract
A thoughtful facilitator who can make complex or sensitive healthcare topics age-appropriate, evidence-based, and easy for beginners to understand.
Added 16 hours ago
BH
Educational Assistant - Permanent FT - St. Gabriel School (1.0 FTE)
Brant Haldimand Norfolk Catholic District School Board
Brantford, ON
- Internship
Act as a facilitator by attending meetings, when required, and taking appropriate notes;
Added 16 hours ago
E
Recreation Facilitator - Part -Time (0.4 EFT) Maples Personal Care Home
Extendicare
Winnipeg, MB · Maples Personal Care Home
- Part-time

Miratech

Operation Model and Service Transition Analyst, Contact Centre

Kitchener, ON, Canada
Toronto, Canada

Full-time

Apply on jobs.smartrecruiters.com About employer

Applications open in a new tab.

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

Report this job

Work requirements

Jobs in Canada