Delivery Operations Analyst

Help us use technology to make a big green dent in the universe

Kraken powers some of the most innovative global developments in energy.

We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.

It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

**Kraken Customer**

What we do: build the most AI-driven, innovative, forward-thinking platform for energy management. From optimizing resources to delivering cost-effective, exceptional customer experiences through advanced Customer Information Systems (CIS), billing, meter data management, CRM, and AI-driven communications, Kraken is powering the next wave of innovation in the energy industry.

Why we do it: future energy will not look like energy as we know it today. We need to not just think about our future, but build for it. Now.

At Kraken Technologies Ltd, the demand for our software and operating model is growing rapidly and internationally. We need a dedicated Delivery Operations Analyst to support our plan to grow and optimize a world class global Delivery organization.

**The Company**

Kraken launched to market six years ago, offering utility clients one simple end-to-end customer management solution to help utilities and their customers transition into a decarbonised future.

Kraken has grown rapidly, disrupting the incumbent tech landscape, with over 60 million contracted accounts across 9 markets globally.

Kraken has secured licensing deals with large international energy clients to replace their core technology stack and re-image their operations with an unblemished track record of transformation success. We are tracking toward over 100 million households by 2027.

**The Role**

The Delivery Operations Analyst will be responsible for management and oversight of keybusiness processes, policies, and metrics leveraging the Kantata PSA platform, solutions, tools, methodologies, and best practices in support of key initiatives within the global Delivery organization.

**Key Responsibilities**:

- Owns the continuous improvement of the Kantata PSA platform usage, as well as associated direct and indirect Delivery processes
- Drives the strategy and setup of Delivery projects in the Kantata PSA platform to support the needs of the Delivery organization and to drive capacity planning and resourcing activities, project performance analysis, and overall services utilization and financial reportings
- Works with professional services leadership to define major business outcomes the Kantata PSA platform should contribute to and recommend process improvements to support those outcomes
- Manage user records and related data points in Kantata PSA platform to drive capacity planning and resourcing activities, project performance analysis, and overall utilization and financial reporting
- Maintain user permission strategy to support the needs of the services Delivery organization and other key stakeholders while ensuring data integrity and security
- Review services contracts and change orders to ensure alignment with current services tracking, reporting, and analysis strategies; provide solutions to accurately represent non-standard contracts within the existing Services environment
- Manage services data governance ensuring data accuracy and integrity completing monthly audits to ensure business process rules are being followed and critical data elements are being entered on time
- Manage the systems and processes required to support the services Delivery organization in the areas of project accounting, project management, resource management as well as reporting and analysis
- Primary contact for other organizations within Kraken with questions or interest in the Kantata platform, ie new orgs, RFI/RFP responses
- Monitors platform downtime and compliance with our commercial agreement, managing support tickets, enhancement requests, new product releases, patches, communication and coordination with Delivery
- Leads integrations and data governance initiatives with other internal systems (ie, Hibob, HubSpot, Asana, Jira, Workato)
- Represents Delivery in business continuation planning, cybersecurity reviews, SOC reporting, ISO certifications related to Kantata as a critical platform used globally for running our Delivery business
- Provide insight, support, and recommendations related to internal processes, delivery methodologies, and the Kantata PSA platform overall leveraging deep understanding of the solution
- Analyzes business processes, configuration change requests, and evaluates impact, level of effort and timing
- Develops, deploys and maintains policies, procedures and processes documentation as well as ensures adoption