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 artifacts
• Produce runbooks covering access, monitoring, recovery, and onboarding
• Draft ServiceNow catalog, workflow, CMDB, and knowledge artifacts
• Maintain registers, RAID logs, readiness trackers, and decision records
• Conduct interviews, facilitate workshops, and capture operational decisions

Requirements:

• Seven-plus years in business analysis or service management
• Four-plus years operating enterprise cloud contact centre platforms
• Two-plus years with Genesys Cloud contact centre solutions
• Enterprise go-live experience producing readiness or acceptance documentation
• Hands-on ServiceNow, ITIL, Excel, and contact centre operations knowledge

Bring Genesys Cloud, ServiceNow, readiness assessment, and analytical judgment to Miratech’s contact centre transition work.