Shape Genesys Cloud service transition for a major Canadian bank while working hybrid, with two weekly days in downtown Toronto. Draft operational artifacts and analyze complex contact centre requirements.
Miratech seeks a Service Transition Analyst, Contact Centre, to define a target operating model for migration across 39 lines of business. You will gather information, interview operations teams, challenge inconsistencies, and turn workshop outputs into usable documentation. The work includes ServiceNow, ITIL service transition, and readiness analysis.
Key Responsibilities: Draft operating model, RACI, SLA, OLA, and escalation artifacts
Produce runbooks for monitoring, access, recovery, and onboarding
Develop ServiceNow catalogs, workflows, mappings, and knowledge articles
Maintain RAID, readiness,



decision, gap, and skills registers
Assess readiness and track transition activities by release
Requirements: Seven or more years in business analysis or service management
Four or more years with enterprise cloud contact centre platforms
Two or more years with Genesys Cloud solutions
Hands-on ServiceNow and solid Excel experience
ITIL knowledge and enterprise platform go-live experience
Apply analytical judgment, Genesys Cloud expertise, and ServiceNow knowledge to deliver contact centre transition readiness for Miratech.

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