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 artifactsProduce runbooks for monitoring, access, recovery, and onboardingDevelop ServiceNow catalogs, workflows, mappings, and knowledge articlesMaintain RAID,



readiness, decision, gap, and skills registersAssess readiness and track transition activities by releaseRequirements:
Seven or more years in business analysis or service managementFour or more years with enterprise cloud contact centre platformsTwo or more years with Genesys Cloud solutionsHands-on ServiceNow and solid Excel experienceITIL knowledge and enterprise platform go-live experienceApply 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 (Winnipeg)
🏢 Miratech Group
📍 Winnipeg