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Full-Time

Manager – Enterprise Change Management

Confirmed live in the last 24 hours

KUBRA

KUBRA

501-1,000 employees

Customer experience management for utilities and government

Government & Public Sector
AI & Machine Learning
Financial Services

Senior, Expert

Mississauga, ON, Canada

Category
DevOps & Infrastructure
DevOps Engineering
Required Skills
Kubernetes
Management
AWS
Development Operations (DevOps)
Requirements
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Relevant certifications (e.g., ITIL Foundation, DevOps, Six Sigma, Prosci Change Management).
  • ServiceNow Certified System Admin or other relevant certifications.
  • Certification in DevOps practices (e.g., AWS DevOps Engineer, Certified Kubernetes Administrator).
  • 8-10 years of experience in ITSM with a focus on Change Management, Configuration Management, and DevOps integration.
  • 3+ years of team management experience.
  • Proficient in the ServiceNow platform.
  • Expertise in ITIL methodology, ITSM best practices, and DevOps principles.
Responsibilities
  • Lead the enterprise adoption of ServiceNow ITSM functionalities, including Change Management and Configuration Management.
  • Develop and implement change management policies, procedures, and standards.
  • Manage the lifecycle of all changes, ensuring proper documentation, impact assessment, approval, and communication.
  • Chair the Change Advisory Board (CAB) meetings to review and authorize changes.
  • Oversee and manage change and configuration processes to ensure minimal risk and maximum efficiency.
  • Develop and maintain the configuration management database (CMDB) with accurate and up-to-date records.
  • Define and implement configuration management processes and procedures.
  • Conduct regular audits and reviews of configuration items to ensure compliance with standards.
  • Work with IT teams to document and reflect configuration changes in the CMDB.
  • Identify and manage configuration item relationships and dependencies.
  • Continuously review and improve change and configuration management processes.
  • Collaborate with IT and business stakeholders to understand their needs for change and configuration management.
  • Implement automation tools and techniques to streamline change and configuration management activities.
  • Stay current with industry trends and best practices in change and configuration management.
  • Provide training and guidance to staff on change and configuration management processes and tools.
  • Identify potential risks associated with change and configuration management activities and develop mitigation strategies.
  • Ensure compliance with regulatory requirements and industry standards.
  • Develop and maintain key performance indicators (KPIs) for change and configuration management.
  • Generate regular reports on change and configuration management activities, highlighting trends and areas for improvement.
  • Ensure that changes are implemented smoothly, on time, and within budget.

KUBRA provides customer experience management solutions tailored for large utility companies and government entities in North America. Their services include billing and payments, mapping, mobile applications, proactive communications, and artificial intelligence tools, all aimed at improving customer interactions and operational efficiency. KUBRA's solutions are used by over 365 clients, impacting more than 40% of households in the U.S. and Canada, resulting in over 1.5 billion customer interactions each year. The company offers various digital payment options, including partnerships with Apple Pay and Google Pay, ensuring convenience for customers. KUBRA generates revenue through subscription fees for its software and transaction fees from payment processing, allowing for steady income while expanding their offerings. The goal of KUBRA is to enhance customer engagement and streamline operations for utilities and government organizations.

Company Stage

M&A

Total Funding

N/A

Headquarters

Mississauga, Canada

Founded

1992

Growth & Insights
Headcount

6 month growth

5%

1 year growth

5%

2 year growth

5%
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Simplify's Take

What believers are saying

  • Strategic partnerships with companies like VertexOne and NorthStar enhance KUBRA's service offerings and market reach.
  • The launch of advanced analytics and new payment solutions like KUBRA EZ-PAY demonstrates the company's commitment to innovation.
  • Recognition as one of Arizona’s most admired companies and a top workplace in technology highlights KUBRA's strong organizational culture and employee satisfaction.

What critics are saying

  • The highly specialized focus on utilities and government sectors may limit market expansion opportunities.
  • Integration challenges with partners and new technologies could disrupt service delivery and client satisfaction.

What makes KUBRA unique

  • KUBRA's focus on utility companies and government entities allows it to specialize in addressing the unique challenges of these sectors, unlike competitors with a broader market approach.
  • The dual revenue stream from subscription fees and transaction fees provides financial stability and enables continuous innovation.
  • KUBRA's extensive reach, impacting over 40% of households in the U.S. and Canada, sets it apart as a significant player in the customer experience management space.