We are looking for a Service Transition Analyst, Contact Centre to help define the target operating model and service transition for a major Canadian bank's contact centre migration to a cloud platform, spanning 39 lines of business.
You will work directly alongside the Service Transition Lead as a two-person unit. You will sit in the sessions where the operating model is decided, interview the people who run the legacy platform today, and produce the service transition artifacts the operations team will use on day one. The model does not exist yet; this is not backfill work on an established program.
The Lead holds stakeholder relationships, design decisions, governance and transition negotiation. You will drive information gathering, analysis, drafting, decision capture and follow-through. This is not a scribe or project coordination role: you are expected to draft with judgment and challenge inconsistency across artifacts.
Working Model: This is a hybrid role requiring 2 days per week in a downtown Toronto office.
Responsibilities:
- Draft operating model and service transition artifacts to the Lead's direction, including process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, and SLA and OLA documentation.
- Produce runbooks and service operations documentation with the existing operations team, capturing how work is done today and how it will change.
- Draft the ServiceNow artifacts the support model requires, working from the legacy implementation: catalog item definitions, assignment and resolver group mappings, incident and change workflows, CMDB requirements and knowledge base articles.
- Maintain the artifact register, transition RAID log, service readiness tracker and version control across a document set that will change repeatedly.
- Prepare session materials, pre-reads and templates, and co-facilitate breakouts where a second facilitator is needed.
- Capture decisions, actions and open items live in session, own the decision log, and drive follow-up between sessions.
- Turn session output into draft artifacts within days, and raise contradictions with prior decisions to the Lead before they reach an artifact.
- Conduct current-state interviews and shadowing with the operations team, and assemble the operational baseline: ticket volumes, effort distribution, tooling, monitoring coverage and existing ServiceNow content.
- Run the details of service readiness assessments across people, process, tooling, monitoring, documentation, support model, knowledge management and supplier dependencies, escalating patterns to the Lead.
- Assemble and validate the data behind the Lead's run-cost and resourcing model, and maintain the gap register and skills matrix.
- Document processes with no written form today, including access provisioning and attestation, monitoring and alert routing, disaster recovery runbooks, and line-of-business onboarding and offboarding.
- Support the sourcing options analysis with comparable research.
- Track transition activities per release, flag slippage, and coordinate scheduling across delivery teams, operations, vendors and lines of business.
- Maintain the stakeholder map and knowledge transfer tracker, including named receivers per function.