Operating Model and Service Transition Analyst, Contact Centre

About the role

Miratech is 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 side by side with the Service Transition Lead as a two-person unit, driving information gathering, analysis, drafting, decision capture and follow-through. The model does not exist yet, so this is not backfill work on an established program. The role is hybrid, with 2 days per week in a downtown Toronto office.

Key responsibilities

• Draft operating model and service transition artifacts such as 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 operations team, including access provisioning, monitoring and alert routing, disaster recovery runbooks, and onboarding and offboarding.
• Draft ServiceNow artifacts from the legacy implementation, including catalog items, 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, and escalate contradictions to the Lead.
• Prepare session materials, co-facilitate workshops, capture decisions and turn outputs into draft artifacts within days.
• Conduct current-state interviews and shadowing, and run detailed service readiness assessments across people, processes, tooling, monitoring, documentation, support models, knowledge management and supplier dependencies.
• Track transition activities by release, coordinate scheduling across delivery teams, operations and vendors, and maintain the stakeholder map and knowledge transfer tracker.

Required profile

• 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, and 2+ years in Genesys Cloud contact centre solutions.
• At least one enterprise platform go-live supported, with operational readiness or service acceptance documentation produced.
• Contact centre or technology operations experience, including familiarity with queues, adherence and after-call work.
• Experience capturing and supporting facilitation in live sessions with senior stakeholders.
• Nice to have: regulated or financial services experience, ITIL Foundation certification, and prior work in a systems integrator or multi-vendor delivery model.

Required skills

• Working knowledge of ITIL service management, especially 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.
• Analytical judgment and attention to detail, with the confidence to challenge inconsistencies.

What we offer

• Health insurance and a relocation program.
• Work-from-anywhere flexibility.
• Professional development, certification programs, mentorship, internal mobility and internship opportunities.
• A multicultural, inclusive team with regular social events.