Process Lead, Enterprise ITSM

KUBRA is looking for an experienced Process Lead, Enterprise ITSM to join the team. You'll spearhead the design, implementation, management, and continuous improvement of ITSM processes. You'll utilize the ServiceNow platform and collaborate with various internal tools and systems such as Oracle, JIRA, Atlassian Product Suites, and CI/CD. Your expertise in ITIL practices will be crucial in ensuring efficient IT service delivery.

We’re looking for a proactive problem solver with strong collaboration skills to align our IT services with the evolving needs of our business and clients. If you are detail-oriented, analytical, and passionate about driving service excellence, we want you on our team!

This is a highly profiled and impactful role working closely with visionary leaders across KUBRA passionate about continuous improvements and excellence for our team and our clients.

This is a hybrid opportunity in Mississauga, ON.

What you get to do every day

• Develop, implement, assess, and maintain ITSM processes to enhance efficiency, align with ITIL best practices, and meet business objectives.
• Design workflows, procedures, and guidelines for IT service management processes, including Customer Service Management, IT Service Management, and IT Operations Management.
• Ensure ITSM processes are integrated and function smoothly across the IT organization to minimize downtime and resolve issues promptly.
• Centralize, develop, and use dashboards, key metrics, and KPIs to measure process performance and drive continuous improvement initiatives.
• Oversee ITSM governance and policies to maximize team experience and deliver extraordinary client experiences.
• Maintain compliance with ITIL best practices, internal policies, industry standards, and regulatory requirements.
• Monitor and report on Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure IT services meet business expectations.
• Develop and deliver training programs for IT staff and end-users on ITSM processes and best practices while fostering a culture of continuous improvement and service excellence.

What kind of person should you be?

• Able to meticulously design, implement, and assess ITSM processes and workflows.
• Work seamlessly with various stakeholders to ensure integrated and smooth IT operations.
• Quickly resolve issues and optimize resource utilization to minimize downtime.
• Centralize, develop, and utilize dashboards, key metrics, and KPIs to drive continuous improvement.
• Oversee ITSM governance with a focus on compliance and adherence to ITIL best practices.
• Develop and deliver training programs, and provide guidance to operational teams.
• Effectively communicate process changes, improvements, and performance metrics to stakeholders.
• Ensure ITSM processes comply with internal policies, industry standards, and regulatory requirements.
• Foster a culture of continuous improvement and service excellence within the organization.
• Think strategically to design programs and enforce preventive measures for avoiding recurring problems.

What skills do you need?

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• ITIL Foundation V3+, ITIL Intermediate, or ITIL Expert preferred.
• 5-7 years in IT and business/industry with strong I&O and process experience (ITSM, IT PMO, DevOps, and ITIL).
• 5+ years with ServiceNow ITSM (Incident, Problem, and Change), ITOM, and CSM.
• Extensive experience with ITIL framework implementation.
• Proven track record of managing and improving ITSM processes in medium to large organizations.
• Knowledge of JavaScript, XML, HTML, LDAP, and MS Active Directory is considered an asset.
• Excellent written and verbal communication, interpersonal skills, and strong organizational, analytical, and problem-solving abilities.

What can you expect from us?

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Bi-annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching

KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We will provide accommodations during the recruitment process upon request. Information received relating to accommodation will be addressed confidentially. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!

KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.

Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program.