Service Transition Analyst, Contact Centre

Location: Hybrid, with 2 days per week in a downtown Toronto office; Vaughan, Ontario, Canada.

Company

hirify.global is a global IT services and consulting company supporting digital transformation for large enterprises and startups across more than 25 countries.

What you will do

• Define the target operating model and service transition for a major Canadian bank's cloud contact centre migration across 39 lines of business.
• Draft process definitions, RACI models, resolver and escalation documentation, role descriptions, capability maps, SLAs, OLAs, runbooks, and service operations documentation.
• Create ServiceNow catalog items, assignment and resolver group mappings, incident and change workflows, CMDB requirements, and knowledge base articles.
• Conduct current-state interviews and shadowing to document operational practices, tooling, monitoring, ticket volumes, effort distribution, and existing ServiceNow content.
• Prepare and co-facilitate workshops, capture decisions and actions, maintain transition registers and readiness trackers, and coordinate follow-ups across delivery teams, operations, vendors, and lines of business.
• Assess readiness across people, processes, tooling, monitoring, documentation, support models, knowledge management, and supplier dependencies; support run-cost, resourcing, and sourcing analysis.

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, including 2+ years with Genesys Cloud contact centre solutions.
• Experience supporting at least one enterprise platform go-live and producing operational readiness or service acceptance documentation.
• Contact centre or technology operations experience, including familiarity with queues, adherence, and after-call work.
• Demonstrated ability to produce operational documentation that teams use, interview operational staff, and identify how work is actually performed.
• Experience capturing information and supporting facilitation in live working sessions with senior stakeholders.
• Working knowledge of ITIL service management, particularly Service Transition, Change Enablement, and Knowledge Management.
• Hands-on ServiceNow experience with service catalog, assignment groups, and knowledge base; solid Excel skills for registers, trackers, and data analysis.
• Strong analytical judgment, attention to detail, and confidence challenging inconsistencies and escalating appropriately.

Nice to have

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

Culture & Benefits

• Hybrid working model with a stated work-from-anywhere company culture.
• Competitive compensation and benefits package, including health insurance.
• Professional development through certification programs, mentorship, talent investment, and internal mobility opportunities.
• Work with global clients in a multicultural, inclusive environment with open communication and team-building events.
• Company focus on sustainable business practices, community empowerment, environmental sustainability, and gender equality.