Jobs in Canada

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Added 20 mins 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 1 hour ago
SC
Technical Specifications Coordinator
SYSTRA Canada
Montreal, QC
- Full-time
SYSTRA Canada is part of the SYSTRA group, an international consulting and engineering group, a world leader in the design of transport infrastructures. SYSTRA Canada is an engineering and…
Added 1 hour 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 2 hours ago
F
Structural Material Controller
Fluor
Vancouver, BC
- Full-time
Fluor is one of Canada's top employers and is recognized globally as a leader in the Engineering, Procurement, Construction, Fabrication, and Maintenance industry. Our focus on innovation…
Added 2 hours ago
F
Civil Material Controller
Fluor
Vancouver, BC
- Full-time
Fluor is one of Canada's top employers and is recognized globally as a leader in the Engineering, Procurement, Construction, Fabrication, and Maintenance industry. Our focus on innovation…
Added 2 hours ago
AI
Emerging Leader
American Iron & Metal (AIM)
Hamilton, ON
- Full-time
American Iron & Metal (AIM) is a family-owned company and recognized global leader in the metal recycling industry with more than 125 sites and 4000 employees worldwide. We have continued…
Added 2 hours ago
LD
Senior Manager Operations
Leonardo DRS
Bedford, NS
- Full-time
DRS Pivotal Power, Inc. is located in Bedford, Nova Scotia. DRS Pivotal Power is a leader in the design, development and manufacture of high reliability power conversion equipment for…
Added 3 hours ago
WF
Customer Service Supervisor - Full Time
Whole Foods Market
Victoria, BC
- Full-time
Assists with scheduling and supervision of Store Support Team Members as well with the as day-to-day flow of the department. Supports the Store Support Team Leader and Associate Team…
Added 3 hours ago
WC
Temporary Shunt Driver - RDC - Part - Time (Days: Saturday, Sunday, Wednesday, Thursday - 5:30am to 2:00pm) - 4 Month Contract
Walmart Canada
Cornwall, ON
- Contract
Communicate with the Team Leader and Desk Clerks on a regular basis concerning operations
Added 3 hours ago
WC
Temporary Shunt Driver - RDC - Part - Time (Days: Saturday, Sunday, Tuesday, Wednesday - 5:30am to 2:00pm) - 4 Month Contract
Walmart Canada
Cornwall, ON
- Contract
Communicate with the Team Leader and Desk Clerks on a regular basis concerning operations
Added 4 hours ago
MN
Food Sampling Brand Ambassador
Mosaic North America
Longueuil, QC
- Part-time
Must have access to vehicle and be able to work in South Shore area
Added 4 hours ago
R
Training & Positional Analysis Specialist - McArthur River
Raise
Lloydminster, SK
- Full-time
Fly In Fly Out Camp accommodations provided
Added 4 hours ago
MN
Food Sampling Brand Ambassador
Mosaic North America
Charlottetown, PE
- Part-time
Must have Food Safety certificate
Added 4 hours ago
CI
Commis d'entrepôt - Warehouse Clerk
Christie Innomed
Saint-Eustache, QC
- Full-time
Osez exploiter votre potentiel chez Christie Innomed! En tant que leader canadien en matière de technologie de la santé, vous aurez l’opportunité de mettre vos compétences et votre…
Added 4 hours ago
MM
Associate I - Account Management - Captives
Marsh McLennan
Halifax, NS
- Full-time
All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week
Added 4 hours ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
At Husky TechnologiesTM, our success is based on your success. Our ability to keep our customers in the lead is based on building the strongest team possible.
Added 4 hours ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Mississauga, ON
- Full-time
You are a natural leader who knows how to motivate a team;
Added 5 hours ago
PC
Human Resources Coordinator
Paladin Canada
Saskatoon, SK
- Full-time
Respond to routine employee and leader questions about HR programs, policies, benefits and processes, and refer complex or sensitive matters to the appropriate HR team member.
Added 5 hours ago
W
Temporary Shunt Driver - RDC - Part - Time (Days: Saturday, Sunday, Wednesday, Thursday - 5:30am to 2:00pm) - 4 Month Contract
Walmart
Cornwall, ON
- Part-time
Communicate with the Team Leader and Desk Clerks on a regular basis concerning operations
Added 5 hours ago
W
Temporary Shunt Driver - RDC - Part - Time (Days: Saturday, Sunday, Tuesday, Wednesday - 5:30am to 2:00pm) - 4 Month Contract
Walmart
Cornwall, ON
- Part-time
Communicate with the Team Leader and Desk Clerks on a regular basis concerning operations
Added 5 hours ago
MC
Sales & Merchandising Rep - Part Time
Merchandising Consultants Associates
Peterborough, ON
- $18.5 CAD / hour
- Part-time
Location: Must live in Peterborough, ON · Applicants must reside in the specified location and be legally eligible to work in Canada
Added 5 hours ago
MN
Food Sampling Brand Ambassador
Mosaic North America
Sudbury, ON · Greater Sudbury, ON
- Part-time
Must have a valid Smart Serve Certification and Food Handler Certificate (or willing to obtain)
Added 5 hours ago
AT
Product Development Manager
ArcelorMittal Tailored Blanks North America
Windsor, ON
- $160,000 to $180,000 CAD / year
- Full-time
We are looking for an experienced and forward-thinking Product Development Manager, Technical & Customer Support Services, to lead our team across the product development lifecycle.
Added 5 hours ago
PE
Human Resources Coordinator
Paladin Energy
Saskatoon, SK
- Full-time
Respond to routine employee and leader questions about HR programs, policies, benefits and processes, and refer complex or sensitive matters to the appropriate HR team member.
Added 5 hours ago
D
Greenhouse Experience Specialist
Deloitte
Vancouver, BC
- Full-time
…people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds…

Miratech

Operation Model and Service Transition Analyst, Contact Centre

Kitchener, ON, Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: May 9, 2027
Posting language: English
Posted: Nov 10, 2026

Original job 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.

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More about this job

Responsibilities

Develop operating model and service transition artifacts, runbooks, and ServiceNow documentation for a major bank’s cloud contact centre migration. Assess current operations and service readiness, maintain transition trackers and registers, support workshops and knowledge transfer, and escalate gaps or inconsistencies to the Service Transition Lead.

Requirements

Requires 7+ years of business analysis or service management experience, including service transition or operations, plus 4+ years of hands-on enterprise cloud contact centre experience and 2+ years with Genesys Cloud. Candidates should have supported an enterprise platform go-live, have hands-on ServiceNow and ITIL knowledge, and demonstrate strong documentation, analytical, facilitation, and stakeholder-interview skills.

Skills

Service Transition
Operating Model Design
Contact Centre Operations
Genesys Cloud
ServiceNow
ITIL Service Management
Operational Readiness
Runbook Development
Process Documentation
Workshop Facilitation
Stakeholder Interviews
Readiness Assessment
Change Enablement
Knowledge Management
Excel Data Analysis

Benefits

Health Insurance
Relocation Program
Professional Development Opportunities
Certification Programs
Mentorship
Internal Mobility
Internship Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Service Transition
Contact Centre
Operating Model
Genesys Cloud
ServiceNow
ITIL
Change Enablement
Knowledge Management
Service Readiness
Operational Readiness
Service Acceptance
Runbooks
RACI
Resolver Groups
Escalation Management
Service-Level Agreements
Operational-Level Agreements
Incident Management
Change Workflows
Service Catalog
Knowledge Base
Disaster Recovery
Monitoring
Access Provisioning
Contact Centre Migration
Cloud Platform
Financial Services
Excel

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Work requirements

Jobs in Canada