Operation Model and Service Transition Analyst, Contact Centre

Location: Kitchener, ON, Canada; hybrid, requiring 2 days per week in a downtown Toronto office.

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 matrices, resolver group and escalation documentation, role descriptions, capability maps, and SLA/OLA documentation.
• Produce runbooks and service operations documentation covering access provisioning, monitoring and alert routing, disaster recovery, and line-of-business onboarding and offboarding.
• Draft ServiceNow catalog, assignment group, incident, change, CMDB, and knowledge base artifacts based on the legacy implementation.
• Conduct interviews and shadowing, assess readiness across people, processes, tooling, monitoring, documentation, support models, knowledge management, and suppliers, and maintain operational data and registers.
• Support workshops, decision capture, release tracking, stakeholder coordination, knowledge transfer, and escalation of gaps or inconsistencies.

Requirements

• 7+ years 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.
• Experience producing operational documentation used by operations teams and supporting 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.
• Ability to interview operational staff, identify how work is performed, exercise analytical judgment, challenge inconsistencies, and escalate appropriately.

Nice to have

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

Culture & Benefits

• Full-time hybrid work model with required office attendance in Toronto.
• Competitive compensation and benefits package, including health insurance.
• Relocation program and a company-wide work-from-anywhere culture.
• Professional development through certification programs, mentorship, talent investment, internal mobility, and internship opportunities.
• Inclusive multicultural environment with open communication and regular team-building events.
• Equal opportunity employment and sustainability initiatives focused on education, community empowerment, fair operating practices, environmental sustainability, and gender equality.