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Added 6 mins ago
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Principal Data Engineer, User Success (Agentic Experiences)
Autodesk
Vancouver, BC
- Full-time
At Autodesk, we do what no other company can: we help our customers design and make anything. The Experience Foundations team at Autodesk plays a critical role in designing the experiences…
Added 6 mins ago
LC
Intern - Campus Recruitment Intern
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Toronto, ON · Etobicoke, ON
- Volunteer
…nurture your potential by providing you with enriching work experience in a dynamic and innovative…
Added 6 mins ago
RO
Competitions Intern
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Toronto, ON
- Internship
Demonstrated experience working with and supporting volunteers and/or in customer service is an asset.
Added 6 mins ago
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Rugby Development Intern
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Toronto, ON
- Internship
Demonstrated experience working with and supporting volunteers and/or in customer service is an asset.
Added 21 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 36 mins ago
Sales Manager
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
Ensure client success through establishing a strong partnership, regular communication, and delivery of quality customer service.
Added 51 mins ago
O
Applied AI Architect, Cyber
OpenAI
Remote, Canada
- $236,000 to $262,500 CAD / year
- Full-time
- Remote
…deployment engineering, professional services, or equivalent customer-facing technical…
Added 1 hour ago
BC
Communication Assistant
Brant Community Healthcare System
Brantford, ON
- Full-time
At BCHS, we are driven by a bold vision: To Lead Beyond Care. As a two-site community hospital system in Brantford and Paris, Ontario, we serve with purpose, passion, and a deep commitment…
Added 1 hour ago
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PRE-OWNED SALES MANAGER
Regency Toyota Vancouver
Vancouver, BC
- Full-time
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CW
B2B Sales Executive
City Wide Facility Solutions
Coquitlam, BC
- $50,000 to $100,000 CAD / year
- Full-time
Maintain accurate and up-to-date customer information in the CRM system
Added 1 hour ago
CW
B2B Sales Executive
City Wide Facility Solutions
Vancouver, BC
- $50,000 to $100,000 CAD / year
- Full-time
Maintain accurate and up-to-date customer information in the CRM system
Added 1 hour ago
CW
B2B Sales Executive
City Wide Facility Solutions
Burnaby, BC
- $50,000 to $100,000 CAD / year
- Full-time
Maintain accurate and up-to-date customer information in the CRM system
Added 1 hour ago
CW
Business Development Specialist, full-time position
City Wide Facility Solutions
Vancouver, BC
- $43,000 to $55,000 CAD / year
- Full-time
Do you have experience in a lead generation and/or social media? Do you enjoy setting up potential leads for sales? Are you looking for opportunity to make commission AND enjoy a…
Added 1 hour ago
CW
Business Development Specialist, full-time position
City Wide Facility Solutions
Burnaby, BC
- $43,000 to $55,000 CAD / year
- Full-time
Do you have experience in a lead generation and/or social media? Do you enjoy setting up potential leads for sales? Are you looking for opportunity to make commission AND enjoy a…
Added 1 hour ago
C
Project Coordinator, Co-op
Clio
Burnaby, BC · Vancouver, BC
- Full-time
…management strategies, reporting strategies, and long-term success. In collaboration with the other strategic teams (Strategic Planning, Customer Insights, and Data Insights) we are the…
Added 1 hour ago
Q
Mask Layout Design Lead
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…Mathematics, Electronic Engineering, or related field and 4+ years of experience designing custom layouts in relevant domain (e.g., analog, mixed signal, RF, digital design), or related…
Added 1 hour ago
O
Warehouse Supervisor
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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 1 hour 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
…through our portfolio of utility investments to over one million customer connections, largely in the United States and…
Added 1 hour ago
Senior Manager, Portfolio Governance & Delivery
Liberty Utilities
Oakville, ON
…through our portfolio of utility investments to over one million customer connections, largely in the United States and…
Added 1 hour ago
O
Lead Principal Core Infrastructure Engineer
Oracle
Toronto, ON
- $123,900 to $203,600 CAD / year
- Full-time
–Lead collaboration with stakeholders to define system scalability requirements, ensuring the defined requirements meet customer expectations.
Added 1 hour ago
E
Manager of Insights and AI
Equinix
Toronto, ON
- Full-time
…being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path…
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
KÉ
Co-Founder
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Montreal, QC
- Full-time
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Client Service Representative - Calgary Brentwood Village (Part-Time)
ATB
Calgary, AB
Proven customer service and/or sales experience.
Added 2 hours ago
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Senior Buyer
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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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Jobs in Canada