Shape a cloud contact centre operating model with ServiceNow expertise in a hybrid role requiring two Toronto office days weekly.
Miratech seeks a Service Transition Analyst, Contact Centre, supporting a major Canadian bank’s migration across 39 lines of business. You will partner with the Service Transition Lead to gather information, analyze operations, draft artifacts, capture decisions, and challenge inconsistencies. The work covers Genesys Cloud, ITIL service transition, and operational readiness.
Key Responsibilities: Draft operating model, RACI, SLA, OLA, and transition artifacts
Produce runbooks documenting monitoring, access, recovery, and onboarding processes
Develop ServiceNow catalog, workflow, CMDB, and knowledge artifacts
Maintain RAID, readiness, decision, gap, and skills registers




Conduct interviews, workshops, readiness assessments, and transition tracking
Requirements: Seven or more years in business analysis or service management
Four or more years operating enterprise cloud contact centre platforms
Two or more years with Genesys Cloud solutions
Hands-on ServiceNow, Excel, ITIL, and operational documentation experience
Enterprise go-live and senior stakeholder facilitation experience
Bring analytical judgment, Genesys Cloud knowledge, and ServiceNow experience to Miratech’s contact centre transition work in Toronto.

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📌 Service Transition Analyst Contact Centre (Ontario)
🏢 Miratech
📍 Ontario