Apply Genesys Cloud and ServiceNow experience to operational readiness for a major bank’s contact centre migration in downtown Toronto.

Miratech is seeking a Service Transition Analyst, Contact Centre, for a newly designed cloud platform operating model. Working alongside the Service Transition Lead, you will interview legacy operations teams, assess readiness, and create documentation used on day one. Your analysis will span 39 lines of business and include contact centre operations, ITIL practices, and enterprise service management.

Key Responsibilities:

- Interview teams and establish current-state operational baselines
- Assess readiness across people, processes, tooling, and suppliers
- Draft process definitions, capability maps, roles, and escalation documentation
- Capture ServiceNow assignments, workflows, catalog items,



and knowledge articles
- Track releases, dependencies, scheduling, knowledge transfer, and open items

Requirements:

- Seven or more years as a business or service analyst
- Four or more years operating enterprise cloud contact centre platforms
- Two or more years of Genesys Cloud contact centre experience
- Knowledge of ITIL Transition, Change Enablement, and Knowledge Management
- Robust interviewing, analytical judgment, Excel, and documentation skills

Use Genesys Cloud, ServiceNow, and readiness assessment expertise to document real operations for Miratech’s Toronto banking migration.

📌 Genesys Cloud Service Management Analyst (Toronto)
🏢 Miratech
📍 Toronto