Operating Model and Service Transition Analyst, Contact Centre

Location: Toronto, Canada; hybrid work with 2 days per week in a downtown Toronto office

Company

Global IT services and consulting organization delivering digital transformation projects for large enterprises and start-ups across more than 25 countries.

What you will do

• Define the target operating model and service transition approach for a contact centre migration to a cloud platform spanning 39 lines of business.
• Draft process definitions, RACI models, resolver group and escalation documentation, role descriptions, capability maps, and SLA and OLA documentation.
• Produce runbooks and service operations documentation covering access provisioning, monitoring and alert routing, disaster recovery, onboarding, and offboarding.
• Draft ServiceNow catalog items, assignment mappings, incident and change workflows, CMDB requirements, and knowledge base articles.
• Conduct current-state interviews and shadowing, support workshops, capture decisions and actions, and convert session outputs into operational artifacts.
• Assess service readiness across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies.

Requirements

• 7+ years of experience as a business analyst, service management analyst, or equivalent, including service transition or operations work.
• 4+ years of hands-on operational experience with an enterprise cloud contact centre platform and 2+ years with Genesys Cloud.
• Experience supporting an enterprise platform go-live and producing operational readiness or service acceptance documentation.
• Knowledge of contact centre or technology operations, including queues, adherence, and after-call work.
• Working knowledge of ITIL service management, especially Service Transition, Change Enablement, and Knowledge Management.
• Hands-on ServiceNow experience, strong Excel skills, and the ability to interview operational staff and challenge inconsistencies.

Nice to have

• Experience in a regulated or financial services environment.
• ITIL Foundation certification.
• Experience working for a systems integrator or in a multi-vendor delivery model.

Culture & Benefits

• Health insurance and a comprehensive compensation and benefits package.
• Relocation program.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Collaboration with global clients and multicultural teams in an inclusive work environment.
• Regular team-building events and flexible remote-work culture alongside the role's hybrid office arrangement.