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 escal
- 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; escal
- 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, includin

📌 Operating Model and Service Transition Analyst, Contact Centre (Markham)
🏢 Miratech
📍 Markham