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.
Draft operating model, RACI, SLA, OLA, and transition artifactsProduce runbooks documenting monitoring, access, recovery, and onboarding processesDevelop ServiceNow catalog, workflow, CMDB, and knowledge artifactsMaintain RAID, readiness, decision, gap,



and skills registersConduct interviews, workshops, readiness assessments, and transition trackingRequirements: Seven or more years in business analysis or service managementFour or more years operating enterprise cloud contact centre platformsTwo or more years with Genesys Cloud solutionsHands-on ServiceNow, Excel, ITIL, and operational documentation experienceEnterprise go-live and senior stakeholder facilitation experienceBring analytical judgment, Genesys Cloud knowledge, and ServiceNow experience to Miratech’s contact centre transition work in Toronto. #

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