Lead Product Manager ITSM/ITOM

Alliant Credit Union; Chicago (IL); On-site; USD 92,600 - 144,100; Full time

Benefits offered by this job

Health care

Vision

Dental

401(k) with employer match

Annual performance bonus

Work from home up to 3 days a week

Paid parental leave

Employee discount programs

Paid personal and sick days

11 paid holidays

Education reimbursement

Job summary

Alliant Credit Union in Chicago is seeking a professional with strong expertise in IT Service Management and IT Operations Management. The role involves leading strategy and governance for ITSM processes including Change, Incident, and Problem Management.

The candidate must have at least 5 years of experience in related areas and a Bachelor's Degree in a relevant field. The position offers a competitive annual salary ranging from $92,600 to $144,100 along with a comprehensive benefits package.

Qualifications

• Minimum 4 years Bachelor's Degree in Computer Sciences, Technology, Business, or related field.
• At least 5 years experience in Agile/Scrum Methodologies, Product Management, or related area.
• 5+ years experience in IT Service Management and/or IT Operations Management, with ServiceNow expertise.

Responsibilities

• Provide leadership across ITSM and ITOM processes.
• Own the design and operational health of the CMDB and CSDM data model.
• Oversee Change Management governance and practices.

Skills

Leadership in ITSM and ITOM

ServiceNow expertise

Agile/Scrum methodologies

Change Management

Incident Management

Problem Management

Education

Bachelor's Degree in Computer Sciences or related field

Tools

ServiceNow

CSDM

ITAM

Job description

Essential Responsibilities

• Provide expert leadership across ITSM and ITOM processes, driving strategy, governance, and continuous improvement for CSDM, CMDB, ITAM, Change Management, Incident Management, and Problem Management.
• Own the design, maturity, and operational health of the CMDB and CSDM data model, ensuring configuration data is accurate, governed, and aligned to business services and technology assets.
• Lead ITAM practices across hardware and software asset lifecycles, establishing controls for asset visibility, compliance, utilization, and audit readiness.
• Oversee Change Management governance, including policy adherence, risk assessment, change review processes, stakeholder engagement, and measurement of change quality and effectiveness.
• Drive Incident and Problem Management practices to improve service restoration, root cause analysis, trend identification, and prevention of recurring issues through durable corrective actions.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational requirements into scalable processes, standards, and platform capabilities.
• Establish and monitor key service management metrics, controls, and reporting to measure process effectiveness, support leadership decision‑making, and identify opportunities for automation and maturity advancement.
• Ensure regulatory and compliance readiness by maintaining documented procedures, evidencing control execution, supporting audits, and embedding governance requirements into day‑to‑day service management operations.

Education & Years of Experience

• Minimum: 4 years Bachelor's Degree in Computer Sciences, Technology, Business, or related field.
• Minimum: 5 years experience in Agile/Scrum Methodologies, Product Management, or related area.
• Minimum: 5 years experience in IT Service Management and/or IT Operations Management, with hands‑on expertise in ServiceNow and disciplines such as CMDB, CSDM, ITAM, Change Management, Incident Management, and Problem Management.
• Preferred: experience with ServiceNow SAM Pro and HAM Pro; participation or leadership of a Change Advisory Board or similar governance committee; certifications such as ServiceNow certifications, CSDM Foundations, and ITIL.

Compensation & Benefits

Typical hiring range: $92,600.00 to $144,100.00 annually. Actual compensation will be determined by experience, skills, and knowledge.

Benefits include: health care, vision, dental, 401(k) with employer match; annual performance bonus; work from home up to 3 days a week; paid parental leave; employee discount programs; paid personal and sick days; 11 paid holidays; education reimbursement.

Equal Opportunity Employer.

Adhere to all applicable laws, regulations, and company policies.

All job duties described may change over time at the company's discretion.