Service Transition Analyst, Contact Centre

Apex Systems; Toronto; Hybrid; CAD 98,000 - 137,000; Full time

Benefits offered by this job

On-demand training program

Certification prep access

Course library after 6 months

Association discounts

Job summary

Everforth Apex Systems in Toronto is seeking an experienced business analyst to define operating models and service transition artifacts for a major bank's cloud migration. You will sit with the senior lead in design sessions, interview current operators, and produce the artifacts the operations team will use on day one.

This role requires 7+ years in business analysis or service management, hands-on ServiceNow experience, and ITIL knowledge.

Qualifications

• 7+ years as a business analyst or service management analyst, incl. service transition.
• Experience supporting at least one enterprise platform go-live with operational readiness docs.
• Contact centre or technology operations domain experience.
• Proven track record producing operational documentation used by teams.
• Workshop capture and live facilitation with senior stakeholders.
• Working knowledge of ITIL service management (Service Transition, Change Enablement, Knowledge).
• Hands-on ServiceNow experience (catalog, assignment groups, knowledge base).
• Advanced Excel for registers, trackers and data analysis.

Responsibilities

• Draft operating model and service transition artifacts per Lead's direction.
• Produce runbooks and service operations docs with the current ops team.
• Maintain artifact register with status, ownership and approvals.
• Draft ServiceNow artifacts for legacy and new catalog, groups and workflows.
• Maintain transition RAID log and service readiness tracker.
• Version control across a dynamic document set.
• Prepare session materials and capture decisions live in sessions.
• Own decision log and drive follow-up between sessions.
• Co-facilitate breakouts and structured exercises in sessions.
• Turn session outputs into draft artifacts quickly.
• Reconcile outputs with prior decisions.

Skills

Workshop facilitation

Interviews

Stakeholder collaboration

Analytical thinking

Runbook drafting

Tools

ServiceNow

Excel

PowerPoint

Job description

Job Description:

Job#: 3055925

Location: Toronto, hybrid. Minimum two days per week on site, with additional on-site presence expected during workshop and working session periods

Duration: 6 months, with possible extension, starting [start date]

Pairing: Operates as a two-person unit with the Lead across the full engagement

The work

A major Canadian bank is migrating its contact centre to a cloud platform across 39 lines of business. Someone has to define how that platform will be run once it is live, and transition that model into the operations team that supports the legacy environment today.

This role works directly alongside the senior lead responsible for that work. It sits in the sessions where the target operating model is decided, interviews the people who run the platform today, and produces the service transition artifacts the operations team will use on day one. The model does not exist yet.

This role does the gathering, drafting, capture and follow-through so the Lead stays on design decisions, governance and transition negotiation.

Key responsibilities

• Draft operating model and service transition artifacts to the Lead's direction: process definitions, RACI, resolver group and escalation documentation, role descriptions, capability maps, service level documentation covering SLAs and OLAs
• Produce runbooks and service operations documentation, working directly with the existing operations team to capture how work is done today and how it will change
• Maintain the artifact register covering status, ownership and approval state
• Draft the ServiceNow artifacts the support model requires, working from the existing legacy implementation: new and amended service catalog item definitions, assignment and resolver group mappings, incident and change workflow documentation, CMDB record requirements and knowledge base articles
• Maintain the transition RAID log and the service readiness assessment tracker
• Hold version control across a document set that will change repeatedly

Workshop and session support

• Prepare session materials, pre-reads and templates ahead of each working session
• Capture decisions, actions and open items live in session rather than reconstructing afterward
• Own the decision log and drive follow-up between sessions
• Co-facilitate breakouts and structured exercises where the session design requires a second facilitator
• Turn session output into draft artifacts within days, so momentum holds between sessions
• Reconcile session output against prior decisions and raise contradictions to the Lead before they reach an artifact

Analysis and data gathering

• Conduct current-state interviews and shadowing with the existing operations team
• Assemble the operational baseline: ticket volumes, effort distribution, tooling, monitoring coverage, existing process documentation, and the current ServiceNow catalog, assignment groups and knowledge content supporting the legacy platform
• Run the detail of service readiness assessments across people, process, tooling, monitoring, documentation, support model, knowledge management and supplier dependencies, and escalates patterns to the Lead
• Assemble and validate the operational data that feeds the Lead's run cost and resourcing model, and maintain the gap register and skills matrix
• Document the operational processes that have 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

Coordination

• Track service transition activities per release and flag slippage
• Coordinate scheduling across delivery teams, the operations team, vendors and lines of business
• Maintain the stakeholder map and the knowledge transfer tracker, including named receivers per function

Experience Required

• 7+ years as a business analyst, service management analyst or equivalent, including service transition or operations work
• Has supported at least one enterprise platform go-live, producing operational readiness or service acceptance documentation
• Contact centre or technology operations domain experience. Should already know what queues, adherence and after-call work mean
• A track record of producing operational documentation that teams actually use, not documentation that gets filed
• Workshop capture and facilitation support in a live working session environment, with senior stakeholders in the room
• Working knowledge of ITIL service management, particularly Service Transition, Change Enablement and Knowledge Management
• Hands-on ServiceNow experience, including service catalog, assignment groups and knowledge base. ServiceNow is already in use for the legacy platform, and documentation on this engagement lands there rather than in a document library
• Solid Excel for registers, trackers and data analysis. The Lead owns the cost and resourcing model; this role supplies and validates the data behind it
• Ability to interview operational staff and surface how work really happens rather than how it is documented

Also useful

• Genesys Cloud or Verint exposure
• Experience in a regulated or financial services environment
• ITIL Foundation
• Prior work inside a systems integrator delivery model

How the role works

Working sessions are run in person by design, because the model is decided in the room rather than through document review cycles. Expect heavier on-site weeks when sessions are scheduled.

The Analyst drafts with judgment and is expected to challenge inconsistency across artifacts. This is not a scribe role and not a project coordinator role. Administrative coordination is part of the work but is not the reason the role exists.

Success criteria

• Artifacts produced within days of the session that generated them
• Decision log current and trusted as the single record
• Operational baseline data assembled and defensible
• Artifact set internally consistent, with contradictions caught before approval rather than after

Note on the pairing

If this role is cut, the Lead absorbs the production work and the stakeholder engagement suffers first, because artifact deadlines are visible and relationship work is not. The pairing should be presented and funded as a unit rather than as two separate asks.

Why this role is worth taking

Cloud contact centre migrations at this scale are uncommon, and most analysts on them work inside a single workstream. This role sits across the whole operating model, next to the person accountable for it, with visibility into design, governance, vendor management and transition. For an analyst aiming to lead this work themselves, it is the right seat.

Hourly Range:

$50.00/hr.-$70.00/hr.

Everforth Apex Benefits Overview:

In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.

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