Service Transition Analyst Contact Centre
Miratech
Shape service transition for a cloud contact centre migration with ServiceNow expertise, working hybrid two days weekly in downtown Toronto.Miratech seeks a Service Transition Analyst to help define the target operating model for a major Canadian bank’s 39-line-of-business migration. Working alongside the Service Transition Lead, you will gather information, analyze current operations, draft artifacts, capture decisions, and challenge inconsistencies. Key tools and practices include Genesys Cloud, ServiceNow, ITIL Service Transition, Change Enablement, and Knowledge Management.Key Responsibilities:
Draft operating model, RACI, escalation, capability, SLA, and OLA artifactsProduce runbooks covering monitoring, access, recovery, and onboarding processesDevelop ServiceNow catalogs, workflows, mappings, CMDB, and knowledge articlesConduct interviews, shadowing, workshops, and operational baseline analysisTrack readiness, RAID items, decisions, gaps, releases, and follow-upsRequirements:
Seven-plus years in business analysis, service management, or equivalentFour-plus years operating enterprise cloud contact centre platformsTwo-plus years with Genesys Cloud contact centre solutionsEnterprise go-live experience with readiness or service acceptance documentationHands-on ServiceNow, Excel, ITIL, and contact centre operations knowledgeApply your analytical judgment, service transition expertise, and Genesys Cloud knowledge to Miratech’s Toronto contact centre program.
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Draft operating model, RACI, escalation, capability, SLA, and OLA artifactsProduce runbooks covering monitoring, access, recovery, and onboarding processesDevelop ServiceNow catalogs, workflows, mappings, CMDB, and knowledge articlesConduct interviews, shadowing, workshops, and operational baseline analysisTrack readiness, RAID items, decisions, gaps, releases, and follow-upsRequirements:
Seven-plus years in business analysis, service management, or equivalentFour-plus years operating enterprise cloud contact centre platformsTwo-plus years with Genesys Cloud contact centre solutionsEnterprise go-live experience with readiness or service acceptance documentationHands-on ServiceNow, Excel, ITIL, and contact centre operations knowledgeApply your analytical judgment, service transition expertise, and Genesys Cloud knowledge to Miratech’s Toronto contact centre program.
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Vacancy posted 1 hour ago
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