Genesys Cloud Service Management Analyst

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 baselinesAssess readiness across people, processes, tooling, and suppliersDraft process definitions, capability maps, roles, and escalation documentationCapture ServiceNow assignments, workflows, catalog items, and knowledge articlesTrack releases, dependencies, scheduling, knowledge transfer, and open itemsRequirements:
Seven or more years as a business or service analystFour or more years operating enterprise cloud contact centre platformsTwo or more years of Genesys Cloud contact centre experienceKnowledge of ITIL Transition, Change Enablement, and Knowledge ManagementStrong interviewing, analytical judgment, Excel, and documentation skillsUse Genesys Cloud, ServiceNow, and readiness assessment expertise to document real operations for Miratech’s Toronto banking migration.
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