Operating Model and Service Transition Analyst, Contact Centre
Core
Define target operating model and service transition for a major Canadian bank's contact centre migration to a cloud platform.
Role type
Senior IC service transition analyst (contact centre)
Builds
Service transition artifacts, runbooks, ServiceNow configurations, and operational documentation for a cloud migration.
Domain
Financial services / Contact Centre Operations / Cloud Migration
Required skills
Service transition analysis, ServiceNow configuration, process documentation, stakeholder interviewing, data analysis, ITIL service management, gap analysis, skills matrix management, transition tracking, session facilitation support.
Preferred skills
Genesys Cloud or Verint exposure, regulated/financial services experience, ITIL Foundation certification, systems integrator experience.
Technologies
ServiceNow, Excel, Genesys Cloud, Verint
Responsibilities
Draft operating model and service transition artifacts (process definitions, RACI, SLAs/OLAs), produce runbooks and service operations documentation, configure ServiceNow artifacts (catalog, workflows, CMDB), maintain artifact registers and transition RAID logs, co-facilitate working sessions and capture decisions, conduct current-state interviews and shadowing, run service readiness assessments, assemble data for resourcing models, document undocumented processes, support sourcing options analysis, track transition activities and flag slippage.
Seniority
Senior, hands-on IC
