Jobs in Canada

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Added 19 mins ago
GD
Human Factors Engineering Analyst
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 19 mins ago
GD
Human Factors Engineering Analyst
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 2 hours ago
GL
Senior Financial Analyst, Commercial
Glass Lewis & Co
Toronto, ON
- $95,000 to $110,000 CAD / year
We are seeking a highly analytical and business-oriented Senior Commercial Financial Analyst to support strategic decision-making across our Go-To-Market (GTM) organization. This role will…
Added 8 hours ago
GO
Legal Counsel
Government of Manitoba
Winnipeg, MB
- Full-time
Must hold membership or be eligible for immediate membership in the Law Society of Manitoba
Added 10 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 11 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 11 hours ago
GF
Commercial Credit Analyst Bilingual
GM Financial
Toronto, ON
- Full-time
The Commercial Credit Analyst will be responsible for researching, analyzing credit risks, assessing credit history and approving or denying extension of credit to potential customers…
Added 12 hours ago
GF
Credit Analyst
GM Financial
Burnaby, BC
- Full-time
As a Credit Analyst - CDN Dealer Services, you will support sound consumer and commercial credit decisions by analyzing applications, assessing risk, and preparing recommendations within…
Added 12 hours ago
GF
Commercial Credit Analyst
GM Financial
Toronto, ON
- Full-time
The Commercial Credit Analyst will be responsible for researching, analyzing credit risks, assessing credit history and approving or denying extension of credit to potential customers…
Added 12 hours ago
GF
Credit Analyst Bilingual
GM Financial
Toronto, ON
- Full-time
As Credit Analyst Bilingual - CDN Dealer Services, you will s upport sound consumer and commercial credit decisions by analyzing applications, assessing risk, and preparing credit…
Added 12 hours ago
GF
Credit Analyst
GM Financial
Toronto, ON
- Full-time
As Credit Analyst - CDN Dealer Services, you will support sound consumer and commercial credit decisions by analyzing applications, assessing risk, and preparing recommendations within…
Added 13 hours ago
GF
Commercial Credit Manager
GM Financial
Toronto, ON
- Full-time
…departmental operations and staffing, and partners with Sales and senior leadership to maintain credit quality, ensure compliance, and continuously improve commercial credit…
Added 13 hours ago
GF
Sr Commercial Credit Analyst Bilingual
GM Financial
Toronto, ON
- Full-time
As Sr Commercial Credit Analyst Bilingual - CDN, you will support complex consumer and commercial credit decisions by analyzing applications, financial statements, collateral, and overall…
Added 13 hours ago
GF
Sr Credit Analyst
GM Financial
Toronto, ON
- Full-time
As Sr Credit Analyst - CDN Dealer Services, you will support sound consumer and commercial lending decisions by analyzing credit applications, assessing risk, and determining appropriate…
Added 13 hours ago
GF
Credit Manager
GM Financial
Burnaby, BC
- Full-time
…staffing and departmental operations, partners with dealers and senior leadership on credit matters, and contributes to process improvements, system enhancements, and competitive credit…
Added 13 hours ago
T
Senior Financial Crime Risk Analyst, Financial Crime Risk Management (FCRM) Reporting & Strategic Insights, Canada (5327)
TD
Toronto, ON · Markham, ON
- Full-time
The Senior Financial Crime Risk Analyst, Financial Crime Risk Management (FCRM) Reporting & Strategic Insights, Canada supports the preparation, development and delivery of FCRM Canada…
Added 13 hours ago
GF
Credit Manager
GM Financial
Toronto, ON
- Full-time
…departmental operations, and collaborates with dealers and senior leadership to optimize credit performance, strengthen processes, and support competitive financing…
Added 14 hours ago
FR
Corporate, Infrastructure & Project Finance Group, Energy (Midstream), Associate Director- Toronto
Fitch Ratings
Toronto, ON
- Full-time
Fitch Ratings is seeking a senior credit analyst with 5+ years of solid corporate finance experience in the Midstream and broader Energy sector. The primary responsibilities of the…
Added 14 hours ago
S-
Senior Analyst GWO Business Risk Management, Toronto
Scotiabank - Global Banking and Markets
Toronto, ON
- Full-time
…acquisitions); fixed income and equity underwriting, sales, trading and research; prime services (prime brokerage and stock lending); foreign exchange sales and trading; commodity…
Added 14 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 14 hours ago
(2027 Bachelor's/Master's graduates) Economics Consulting Analyst/Associate
Charles River Associates - Private
Toronto, ON
…to thrive as an individual and team member. Beginning with research and analysis skill building, training continues with technical training, presentation skills, internal seminars, and…
Added 15 hours ago
TD
Senior Financial Reporting Analyst
Tetra Digital Group
Toronto, ON
- $100,000 to $125,000 CAD / year
- Full-time
Technical accounting. Apply IFRS judgment to complex and novel transactions. Research the issue, then document the recommended treatment and disclosure in a clear memo.
Added 15 hours ago
D
Analyst, Infrastructure and Energy Transition, Corporate Banking, Desjardins Capital Markets
Desjardins
Toronto, ON
- Full-time
As an Analyst, Infrastructure and Energy Transition in the Corporate Banking team, you will contribute to the execution of financing mandates and project-related activities that have major…
Added 15 hours ago
C
Analyst, Large Cash Transaction Reporting (LCTR)
CIBC
Toronto, ON
- Full-time
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit
Added 15 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…

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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