Service Transition Analyst Genesys Cloud
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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. #J-18808-Ljbffr
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