Service Transition Analyst Genesys Cloud
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Shape Genesys Cloud service transition for a major Canadian bank while working hybrid, with two weekly days in downtown Toronto. Draft operational artifacts and analyze complex contact centre requirements.
Miratech seeks a Service Transition Analyst, Contact Centre, to define a target operating model for migration across 39 lines of business. You will gather information, interview operations teams, challenge inconsistencies, and turn workshop outputs into usable documentation. The work includes ServiceNow, ITIL service transition, and readiness analysis.
Key Responsibilities:
- Draft operating model, RACI, SLA, OLA, and escalation artifacts
- Produce runbooks for monitoring, access, recovery, and onboarding
- Develop ServiceNow catalogs, workflows, mappings, and knowledge articles
- Maintain RAID, readiness, decision, gap, and skills registers
- Assess readiness and track transition activities by release
Requirements:
- Seven or more years in business analysis or service management
- Four or more years with enterprise cloud contact centre platforms
- Two or more years with Genesys Cloud solutions
- Hands-on ServiceNow and solid Excel experience
- ITIL knowledge and enterprise platform go-live experience
Apply analytical judgment, Genesys Cloud expertise, and ServiceNow knowledge to deliver contact centre transition readiness for Miratech.
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