Jobs in Canada

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Added 2 mins ago
O
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 2 mins ago
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Manager of Insights and AI
Equinix
Toronto, ON
- Full-time
Reporting to the Chief of Staff, this role will lead measurement and insights across Global Communications, partnering with functional and regional leaders to define meaningful measures,…
Added 17 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 17 mins ago
Sales Specialist (Multi Dwelling Unit)
Rogers Communications
London, ON
Build your financial future with a pension plan, Registered Retirement Savings Plan (RRSP), Tax-Free Savings Account (TFSA), and company-matched share purchase program options.
Added 17 mins ago
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Director, Data & Analytics
Reitmans (Canada) Ltée/Ltd
Montreal, QC
- Full-time
Lead the enterprise Data & Analytics strategy and roadmap, establishing a clear vision, priorities, and multi-year roadmap for data, analytics, and AI capabilities aligned to RCL’s broader…
Added 17 mins ago
SD
Pharmacist, Hourly Part Time Day
Shoppers Drug Mart
Renfrew, ON
- Part-time
…From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every…
Added 17 mins ago
SD
Pharmacist, Hourly Full Time Flexible Shifts
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- Full-time
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Added 32 mins ago
LH
2600002987 - Medical Affairs Associate
Lakeridge Health
Oshawa, ON
- Internship
…professionalism, discretion, strong written and verbal communication skills, and a demonstrated ability to maintain confidentiality in all…
Added 32 mins ago
TC
Disability Service Worker (SIL), Part-Time
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Fort McMurray, AB
- Part-time
…tasks, as well as employment coaching. The worker plans a day program that includes teaching life and daily living skills. Candidate must be physically active, based upon the needs of the…
Added 32 mins ago
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Director of Finance, Contract
WalterFedy
Kitchener, ON
- Contract
Change Leadership: Finance process and systems change lead; partners with the Director, PMO on enterprise program financial governance.
Added 32 mins ago
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Subject Matter Expert/Instructor - Dental Assisting Program
Lethbridge Polytechnic
Lethbridge, AB
- Full-time
Job Title Subject Matter Expert/Instructor - Dental Assisting Program Appointment Type Full-time Temporary Position Dates December 1, 2026 to June 30, 2027 Hours per week/FTE 1.0 FTE About…
Added 47 mins ago
KD
Directeur stratégie commerciale et gestion de la croissance du revenu/ Manager, Trade Strategy and Revenue Growth Management
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Montreal, QC
- Full-time
Actual placement within the compensation range may vary depending on experience, skills, and other factors.
Added 47 mins ago
Client Service Representative - Calgary Brentwood Village (Part-Time)
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Calgary, AB
…truly thrive. Our Leader DNA model sets the standard for how we lead people, drive business performance, and shape a dynamic future. This is the place for purpose-driven individuals ready…
Added 47 mins ago
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Structural Material Controller
Fluor
Vancouver, BC
- Full-time
…Material Control on assigned projects or reports to Discipline Lead Material Controllers on assigned projects of difficult complexity. Has working knowledge of Fluor’s practices and…
Added 47 mins ago
F
Civil Material Controller
Fluor
Vancouver, BC
- Full-time
…Material Control on assigned projects or reports to Discipline Lead Material Controllers on assigned projects of difficult complexity. Has working knowledge of Fluor’s practices and…
Added 47 mins ago
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Associate Manager PT Under 20 hours - Sherway Gardens
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Toronto, ON · Etobicoke, ON
- Part-time
This position may be eligible to participate in a company incentive program
Added 47 mins ago
SC
store manager, North York, ON
Starbucks Coffee Company
Toronto, ON
- $62,500 to $82,600 CAD / year
- Full-time
Nurture talent & lead a team: engage the hearts and minds of your team and develop their skills so that they realize their personal best, both as individuals and as thriving teams
Added 47 mins ago
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DCN Project Cost and Risk Manager
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Calgary, AB
- Full-time
…expenditures, manage forecasting and reporting processes, and lead the project risk management…
Added 47 mins ago
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Superintendent II, Process
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Sudbury, ON · Greater Sudbury, ON,CA
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Must have strong organization and time leadership skills · Must have strong written and oral communication skills
Added 1 hour ago
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Housekeeping Manager | Full-Time | Days Inn by Wyndham Thunder Bay North
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Sault Ste. Marie, ON
- Full-time
Lead the Health and Safety efforts of the property, ensuring all WHIMIS, WSIB, OHSA, and joint health and safety procedures are followed in the housekeeping department;
Added 1 hour ago
CS
Youth Experience Assistant (Mississauga)
Circuit Stream
Mississauga, ON
- $20 CAD / hour
- Internship
…we turn those interests into hands-on experiences that build skills, confidence, and open doors to future opportunities. We have big ambitions to serve over 10,000+ students a year. Getting…
Added 1 hour ago
CS
Youth Experience Coordinator (Mississauga)
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Mississauga, ON
- $22 CAD / hour
- Internship
…we turn those interests into hands-on experiences that build skills, confidence, and open doors to future opportunities. We have big ambitions to serve over 10,000+ students a year. Getting…
Added 1 hour ago
CO
Activity/Class Monitor (Sport)
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Kitchener, ON
- Part-time
…participants, provide excellent customer service, and assist with program…
Added 1 hour ago
LS
Operations Manager - Permanent - 19660
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Calgary, AB
- Full-time
An established ICI general contractor with a strong Calgary presence is looking for an Operations Manager to lead its project delivery team. This is a leadership role for someone who has…
Added 1 hour ago
NS
Health Promoter (Program Officer Admin C) - Health Promotion & Prev - Mental Health & Addictions
Nova Scotia Health Authority
Kentville, NS
- Full-time
The Health Promoter plays a critical role in the mission of the Team to help Nova Scotians thrive and lead flourishing lives. The Health Promotion Team takes positive action across Nova…

Miratech

Operation Model and Service Transition Analyst, Contact Centre

Kitchener, ON, Canada
Toronto, Canada

Full-time

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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