Jobs in Canada

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Added 2 mins ago
SM
RQ11860 – Database Administrator – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 2 mins ago
SM
RQ11857 – Systems Administrator/Operations Support Specialist – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Work Arrangement: Onsite – 5 Days per Week
Added 2 mins ago
SM
RQ11874 – Specialized IT Consultant – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
Work Arrangement: Onsite – 5 Days per Week
Added 2 mins ago
L&
Boutique Manager and Senior Skincare Advisor
Loshen & Crem
AB · Edmonton, AB
- Full-time
We're looking for an experienced Boutique Manager & Senior Skincare Advisor to help lead our Windermere location.
Added 2 mins ago
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Senior Manager, Portfolio Governance & Delivery (IT Capital Projects)
Liberty
Oakville, ON
- $120,000 to $170,000 CAD / year
- Full-time
Added 2 mins ago
CS
Regional Director of Sales and Business Development
Canuck Security Services Ltd.
Surrey, BC
- Full-time
The Regional Director of Sales and Business Development will own revenue growth across the region. This is a senior, hands-on leadership role. You’ll set the sales strategy, lead and grow…
Added 2 mins ago
Senior Manager, Portfolio Governance & Delivery
Liberty Utilities
Oakville, ON
Added 2 mins ago
FS
Assistant Guest Experience Manager
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Toronto
- Full-time
This position reports to the Guest Experience Manager, is on a rotating shift basis, and On-job training will be provided
Added 17 mins ago
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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 32 mins ago
CS
Regional Director of Sales and Business Development
Canuck Security Services Ltd.
Surrey, BC
- Full-time
…Development will own revenue growth across the region. This is a senior, hands-on leadership role. You’ll set the sales strategy, lead and grow the sales team, open new markets, and…
Added 32 mins ago
FOH Management - General Manager
Northland Properties
Langley (District), BC · Langley, BC
The Senior Leadership team is here to train and mentor you, while supporting your life goals. Our restaurants are industry leaders in team development and offer unique opportunities for…
Added 32 mins ago
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Claims Adjuster Senior Liability
Gallagher
Toronto, ON
- Full-time
Added 44 mins ago
Manager of Health Workforce Planning
Department of Health and Community Services
St. John's, NL
…closely with other government departments, NL Health Services senior leadership and human resources teams, post-secondary institutions, unions, regulatory bodies and other key partners. The…
Added 47 mins ago
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Senior Product Manager
Microsoft
Vancouver, BC
- Full-time
We are looking for a Senior Product Manager to help shape and deliver data integration capabilities within Microsoft Fabric. In this role, you will work closely with customers, engineering…
Added 1 hour ago
WB
Senior Specialist: Administrative - Salary
Whistler Blackcomb
Whistler, BC
- Temporary
Added 1 hour ago
LS
Operations Manager - Permanent - 19660
LRO Staffing
Calgary, AB
- Full-time
Act as a senior point of contact for clients, consultants and owner’s representatives, and step in to resolve escalated issues
Added 1 hour ago
GC
Senior Manager, FP&A - Central Technology
Game Companies
Vancouver, BC
- Full-time
We're looking for a Senior Manager of Financial Planning & Analysis (FP&A) to lead Finance support for EA's Information Technology (EAIT) and Security organizations. You'll partner with our…
Added 1 hour ago
GC
Senior DevOps Engineer - EA Sports Technology
Game Companies
Vancouver, BC
- Full-time
Added 1 hour ago
SE
Tender Manager
Schneider Electric
Milton, ON
- $91,200 to $136,800 CAD / year
- Full-time
Grow your skills and career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our…
Added 1 hour ago
IC
Senior Programme Associate
International Civil Aviation Organization
Montreal, QC
- Full-time
Added 1 hour ago
SE
Tender Manager
Schneider Electric
Calgary, AB
- $91,200 to $136,800 CAD / year
- Full-time
Grow your skills and career. We commit to helping you grow with ongoing performance and development conversations, Senior Talent Program, global career opportunities, access to our…
Added 1 hour ago
GP
Systems Analyst (D365 F&O, CRM & WMS)
Global Pharma Tek
ON · Ontario, Canada
- Contract
Senior-level systems analysis and solution design capability: someone who can take business requirements and independently translate them into detailed system designs, integration flows,…
Added 1 hour ago
AE
Category Manager, Indirect Procurement
Arc'teryx Equipment
North Vancouver, BC
- Full-time
This role serves as a strategic business partner to senior stakeholders, driving value creation through category management, supplier relationship management, procurement governance, risk…
Added 1 hour ago
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Senior Fullstack Engineer
Terminal
Canada
- Contract
As a Senior Software Engineer, you will employ your technical expertise to help your team implement new features, refactor key parts of the codebase, and improve the overall quality of the…
Added 1 hour ago
AI
Pega Technical Lead
Apptoza Inc.
Toronto, ON
- Full-time
Pega Certified Senior System Architect (PSSA).

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