At a Glance
- Tasks: Help define operating models and transition services for a major bank's contact centre migration.
- Company: Join Miratech, a global leader in IT services and consulting.
- Benefits: Enjoy competitive salary, hybrid work model, and growth opportunities.
- Other info: Collaborative environment with a focus on innovation and performance.
- Why this job: Be part of a transformative project that shapes the future of banking technology.
- Qualifications: Strong analytical skills and experience in drafting operational documents.
The predicted salary is between 82800 - 101200 $ per year.
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business.
We are looking for a Service Transition Analyst, Contact Centre to help define the target operating model and service transition for a major Canadian bank's contact centre migration to a cloud platform, spanning 39 lines of business. You will work directly alongside the Service Transition Lead as a two-person unit. You will sit in the sessions where the operating model is decided, interview the people who run the legacy platform today, and produce the service transition artifacts the operations team will use on day one. The model does not exist yet; this is not backfill work on an established program.
Responsibilities:
- Draft operating model and service transition artifacts under the Lead's direction, including process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, and SLA and OLA documentation.
- Produce runbooks and service operations documentation with the existing operations team, capturing current-state practices and required changes, and documenting processes with no existing written procedures, including access provisioning and attestation, monitoring and alert routing, disaster recovery runbooks, and line-of-business onboarding and offboarding.
- Draft ServiceNow artifacts based on the legacy implementation, including catalog item definitions, assignment and resolver group mappings, incident and change workflows, CMDB requirements, and knowledge base articles.
- Maintain the artifact register, transition RAID log, service readiness tracker, decision log, gap register, skills matrix, and document version control.
- Track open items and follow-ups, and escalate contradictions with prior decisions to the Lead before they are incorporated into artifacts.
- Prepare session materials, pre-reads, and templates; support and co-facilitate workshops and breakouts where a second facilitator is needed; capture decisions, actions, and open items live; and turn session outputs into draft artifacts within days.
- Conduct current-state interviews and shadowing with operations teams, assembling the operational baseline covering ticket volumes, effort distribution, tooling, monitoring coverage, and existing ServiceNow.
Operating Model and Service Transition Analyst in Markham employer: Miratech
Miratech is an exceptional employer that fosters a culture of Relentless Performance, ensuring a 99% project success rate and over 30% year-over-year growth. With a commitment to employee development through mentorship and certification programs, as well as a welcoming multicultural environment, team members can thrive while working on impactful projects for top global clients. The flexibility of a Work From Anywhere culture, combined with comprehensive benefits and a focus on social sustainability, makes Miratech an attractive choice for those seeking meaningful and rewarding employment in the tech industry.
