Job Description:

Job#:

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: current 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

📌 Service Transition Analyst, Contact Centre (Toronto)
🏢 Apex Systems
📍 Toronto