Job Description: Job#: 3055925
Location: Toronto, hybrid. Minimum two days per week on site, with additional on-site presence expected during workshop and working session periods
Duration: 6 months, with possible extension, starting [start date]
Pairing: Operates as a two-person unit with the Lead across the full engagement
The work
A major Canadian bank is migrating its contact centre to a cloud platform across 39 lines of business. Someone has to define how that platform will be run once it is live, and transition that model into the operations team that supports the legacy environment today.
This role works directly alongside the senior lead responsible for that work. It sits in the sessions where the target operating model is decided, interviews the people who run the platform today, and produces the service transition artifacts the operations team will use on day one. The model does not exist yet.
This role does the gathering, drafting, capture and follow-through so the Lead stays on design decisions, governance and transition negotiation.
Key responsibilities Draft operating model and service transition artifacts to the Lead's direction: process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, service level documentation covering SLAs and OLAs
Produce runbooks and service operations documentation, working directly with the existing operations team to capture how work is done today and how it will change
Maintain the artifact register covering status, ownership and approval state
Draft the ServiceNow artifacts the support model requires, working from the existing legacy implementation: new and amended service catalog item definitions, assignment and resolver group mappings, incident and change workflow documentation, CMDB record requirements and knowledge base articles
Maintain the transition RAID log and the service readiness assessment tracker
Hold version control across a document set that will change repeatedly
Workshop and session support Prepare session materials, pre-reads and templates ahead of each working session
Capture decisions, actions and open items live in session rather than reconstructing afterward
Own the decision log and drive follow-up between sessions
Co-facilitate breakouts and structured exercises where the session design requires a second facilitator
Turn session output into draft artifacts within days, so momentum holds between sessions
Reconcile session output against prior decisions and raise contradictions to the Lead before they reach an artifact
Analysis and data gathering Conduct current-state interviews and shadowing with the existing operations team
Assemble the operational baseline: ticket volumes, effort distribution, tooling, monitoring coverage, existing process documentation,



and the current ServiceNow catalog, assignment groups and knowledge content supporting the legacy platform
Run the detail of service readiness assessments across people, process, tooling, monitoring, documentation, support model, knowledge management and supplier dependencies, and escalates patterns to the Lead
Assemble and validate the operational data that feeds the Lead's run cost and resourcing model, and maintain the gap register and skills matrix
Document the operational processes that have no written form today, including access provisioning and attestation, monitoring and alert routing, disaster recovery runbooks, and line-of-business onboarding and offboarding
Support the sourcing options analysis with comparable research
Coordination Track service transition activities per release and flag slippage
Coordinate scheduling across delivery teams, the operations team, vendors and lines of business
Maintain the stakeholder map and the knowledge transfer tracker, including named receivers per function
Experience Required 7+ years as a business analyst, service management analyst or equivalent, including service transition or operations work
Has supported at least one enterprise platform go-live, producing operational readiness or service acceptance documentation
Contact centre or technology operations domain experience. Should already know what queues, adherence and after-call work mean
A track record of producing operational documentation that teams actually use, not documentation that gets filed
Workshop capture and facilitation support in a live working session environment, 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. ServiceNow is already in use for the legacy platform, and documentation on this engagement lands there rather than in a document library
Solid Excel for registers, trackers and data analysis. The Lead owns the cost and resourcing model; this role supplies and validates the data behind it
Ability to interview operational staff and surface how work really happens rather than how it is documented
Also useful Genesys Cloud or Verint exposure
Experience in a regulated or financial services environment
ITIL Foundation
Prior work inside a systems integrator delivery model




How the role works Working sessions are run in person by design, because the model is decided in the room rather than through document review cycles. Expect heavier on-site weeks when sessions are scheduled.
The Analyst drafts with judgment and is expected to challenge inconsistency across artifacts. This is not a scribe role and not a project coordinator role. Administrative coordination is part of the work but is not the reason the role exists.
Success criteria Artifacts produced within days of the session that generated them
Decision log current and trusted as the single record
Operational baseline data assembled and defensible
Artifact set internally consistent, with contradictions caught before approval rather than after
Note on the pairing If this role is cut, the Lead absorbs the production work and the stakeholder engagement suffers first, because artifact deadlines are visible and relationship work is not. The pairing should be presented and funded as a unit rather than as two separate asks.
Why this role is worth taking Cloud contact centre migrations at this scale are uncommon, and most analysts on them work inside a single workstream. This role sits across the whole operating model, next to the person accountable for it, with visibility into design, governance, vendor management and transition. For an analyst aiming to lead this work themselves, it is the right seat.
Hourly Range: $50.00/hr.-$70.00/hr.
Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
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📌 Service Transition Analyst, Contact Centre (Ontario)
🏢 Apex Systems
📍 Ontario