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 Service Now, 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 Service Now 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 Service Now, ITIL, Excel, and contact centre operations knowledge

Bring Genesys Cloud, Service Now, readiness assessment, and analytical judgment to Miratech’s contact centre transition work.
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📌 Service Transition Analyst Genesys Cloud Markham
🏢 Miratech Group
📍 Markham