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.
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