Service Transition Analyst Genesys Cloud

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 ServiceNow, readiness assessment, and workshop support.Key Responsibilities:
Draft operating model, RACI, escalation, capability, SLA, and OLA artifactsProduce runbooks covering access, monitoring, recovery, and onboardingDraft ServiceNow catalog, workflow, CMDB, and knowledge artifactsMaintain registers, RAID logs, readiness trackers, and decision recordsConduct interviews, facilitate workshops, and capture operational decisionsRequirements:
Seven-plus years in business analysis or service managementFour-plus years operating enterprise cloud contact centre platformsTwo-plus years with Genesys Cloud contact centre solutionsEnterprise go-live experience producing readiness or acceptance documentationHands-on ServiceNow, ITIL, Excel, and contact centre operations knowledgeBring Genesys Cloud, ServiceNow, readiness assessment, and analytical judgment to Miratech’s contact centre transition work.
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