Jobs in Canada

25+ jobs

Group jobs by employerEmail me new jobs Save this search

Added 4 hours ago
Solution Delivery Manager
Rogers Communications
Toronto, ON · Brampton, ON · Calgary, AB
Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, or equivalent practical experience.
Added 4 hours ago
Sr. Cyber Security Advisor
Rogers Communications
Brampton, ON · Calgary, AB
The Sr. Cyber Security Advisor is a key member of security professionals that supports business and information technology.
Added 4 hours ago
EM
Senior Analyst, Financial Assistance
EKU Master of Public Administration Program
Richmond, BC
- Full-time
Experience: Applicant must have a minimum of two (2) years of experience in the administration of student financial aid
Added 5 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 7 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 8 hours ago
GP
Systems Analyst (D365 F&O, CRM & WMS)
Global Pharma Tek
ON · Ontario, Canada
- Contract
…experience, with solid functional and system knowledge across Product Information Management, Procure-to-Pay, Order-to-Cash, Master Planning, and ideally…
Added 8 hours ago
T
Senior Finance Analyst
TD
Toronto, ON
- Full-time
Specifically, the Senior Financial Analyst will be responsible for:
Added 10 hours ago
EG
Senior Finance Analyst, Cruise
Expedia Group
Vancouver, BC · Canada - British Columbia - Vancouver
- Full-time
Work onsite in our Vancouver office 3 days per week, in alignment with Expedia Group’s hybrid office model
Added 10 hours ago
UO
Corporate Training Program Delivery Analyst, UCalgary Continuing Education
University of Calgary
Calgary, AB
- Full-time
UCalgary Continuing Education is currently seeking a Full-time Limited Term Corporate Training Program Delivery Analyst for approximately 1 year.
Added 10 hours ago
T
Senior Business Intelligence Analyst
TD
Montreal, QC
- Full-time
…Group and TDI with high quality, innovative, and insightful information to help build value for our customers and shareholders. Marketing, Digital, Social and Content is a North America…
Added 11 hours ago
Senior Analyst, Lending Business Technology
BMO
Toronto, ON · YNG
The Senior Analyst, Lending Business Technology & Support Enablement is responsible for supporting the successful testing, implementation and ongoing use of Commercial Lending technology…
Added 11 hours ago
B
Data Analyst, Winter 2027 (Co-o/Internship) - 8 months
BMO
Toronto, ON · YNG
- Full-time
Analyzes data and information to provide insights and recommendations.
Added 11 hours ago
K
Technical Analyst
Kyndryl
Regina, SK · Victoria, BC
- Full-time
At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and…
Added 12 hours ago
Manager, Canadian Tax Reporting
Questrade Financial Group
Toronto, ON
Work-life balance in a hybrid environment with at least 3 days in office
Added 12 hours ago
M
RQ11882 - Systems Analyst - Intermediate
Maarut
Toronto, ON
- Contract
Provide senior technical expertise, project leadership and
Added 12 hours ago
M
RQ11883 - Systems Analyst - Intermediate
Maarut
Toronto, ON
- Contract
Provide senior technical expertise, project leadership and
Added 12 hours ago
D
Global Blackbelt, Senior Cloud Security Specialist
Darktrace
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Serve as the senior technical authority for strategic customer opportunities involving DFIR, Cloud, SaaS, identity, network, and hybrid environments,
Added 13 hours ago
HP
Operations Analyst
Hammond Power Solutions
Guelph, ON
- Full-time
…continually conceive and produce state-of-the-art transformer technology. We currently have an opening for an Operations Analyst, come grow with…
Added 13 hours ago
HRIS Analyst
Manitoba Blue Cross
Winnipeg, MB
The HRIS Analyst supports the administration, maintenance, and continuous improvement of the organization's Human Resources Information System (HRIS), Dayforce. Working closely with the…
Added 13 hours ago
HC
Temporary Reporting Analyst
Halton Catholic District School Board
Burlington, ON
- Temporary
Under the direction of the Senior Manager, Information Technology Services, the Reporting Analyst supports the testing and implementation of high-quality, scalable and cost-effective…
Added 13 hours ago
PT
IT Support Analyst
Pomeroy Technology
Oakville, ON
- Temporary
…priorities, and provide reliable technical support to employees and senior…
Added 13 hours ago
D
Global Blackbelt, Senior Cloud Security Specialist
Darktrace
Canada
- Full-time
Serve as the senior technical authority for strategic customer opportunities involving DFIR, Cloud, SaaS, identity, network, and hybrid environments,
Added 13 hours ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - National
EY
Montreal, QC · Halifax, NS · Edmonton, AB · Ottawa, ON · AB · Calgary, AB
To Qualify for the Role, You Must Have
Added 14 hours ago
Senior Product Manager - 26434
Enverus
Calgary, AB
Senior Product Manager - Enverus ONE Asset Library & Spaces
Added 15 hours ago
SC
Analyste Senior, livraison de services aux clients bilingue (70309755)
Sodexo Canada Ltd
Montreal, QC
- Full-time
Mode de travail : À temps plein, en présentiel (5 jours par semaine)

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