Shape Genesys Cloud service transition for a major Canadian bank from Miratech’s hybrid downtown Toronto office. Apply analysis and operational documentation expertise.

As a Service Transition Analyst, Contact Centre, you will help define a target operating model for migration across 39 lines of business. You will work alongside the Service Transition Lead, interviewing operations teams, analyzing current practices, and drafting artifacts. The work includes ServiceNow, readiness assessment, and workshop support.

Key Responsibilities

Draft operating model, RACI, escalation, capability, SLA, and OLA artifacts

Produce runbooks covering access, monitoring, recovery, and onboarding

Draft ServiceNow catalog, workflow, CMDB, and knowledge artifacts

Maintain registers, RAID logs, readiness trackers,



and decision records

Conduct interviews, facilitate workshops, and capture operational decisions

Requirements

Seven-plus years in business analysis or service management

Four-plus years operating enterprise cloud contact centre platforms

Two-plus years with Genesys Cloud contact centre solutions

Enterprise go-live experience producing readiness or acceptance documentation

Hands-on ServiceNow, ITIL, Excel, and contact centre operations knowledge

Bring Genesys Cloud, ServiceNow, readiness assessment, and analytical judgment to Miratech’s contact centre transition work.

📌 Service Transition Analyst Genesys Cloud (Winnipeg)
🏢 Miratech Group
📍 Winnipeg