Service Transition Analyst Contact Centre
Miratech
Shape a cloud contact centre operating model with ServiceNow expertise in a hybrid Toronto role supporting a major Canadian bank migration.Miratech seeks a Service Transition Analyst, Contact Centre, to work beside the Service Transition Lead. You will analyze legacy operations, challenge inconsistencies, and draft artifacts for day-one use across 39 lines of business. The work includes service transition, operational documentation, workshop support, readiness assessment, and follow-through.Key Responsibilities:
Draft operating model and service transition artifactsProduce runbooks and document current-state operational practicesDraft ServiceNow catalog, workflow, CMDB, and knowledge artifactsMaintain readiness, RAID, decision, gap, and skills registersSupport workshops, interviews, decisions, and transition trackingRequirements:
Seven-plus years in business analysis or service managementFour-plus years with enterprise cloud contact centre platformsTwo-plus years with Genesys Cloud solutionsHands-on ServiceNow and solid Excel experienceITIL knowledge and enterprise platform go-live experienceUse analytical judgment, contact centre operations knowledge, ServiceNow, and documentation skills to deliver transition readiness in Toronto.
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Draft operating model and service transition artifactsProduce runbooks and document current-state operational practicesDraft ServiceNow catalog, workflow, CMDB, and knowledge artifactsMaintain readiness, RAID, decision, gap, and skills registersSupport workshops, interviews, decisions, and transition trackingRequirements:
Seven-plus years in business analysis or service managementFour-plus years with enterprise cloud contact centre platformsTwo-plus years with Genesys Cloud solutionsHands-on ServiceNow and solid Excel experienceITIL knowledge and enterprise platform go-live experienceUse analytical judgment, contact centre operations knowledge, ServiceNow, and documentation skills to deliver transition readiness in Toronto.
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Vacancy posted 1 hour ago
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