Service Platform Manager

Kitsap Credit Union; Bremerton (WA); Hybrid; USD 81,000 - 98,000; Full time

Benefits offered by this job

Free onsite parking

Annual time off and sick time accrued

11 paid holidays

401K matching

Tuition reimbursement

Volunteer time off

Job summary

Kitsap Credit Union is hiring a Service Platform Manager to oversee the IT service desk and drive Jira Service Management as the enterprise service platform. This hybrid role is based in the Bremerton office and focuses on automation, proactive monitoring, and self-service capabilities to deliver a high-quality experience for employees and members.

You will lead a team, advance JSM across the organization, and collaborate with IT leadership on governance, reporting, and budget planning.

Qualifications

• Experience configuring and administering a modern ITSM platform (Jira Service Management, ServiceNow, or equivalent).
• Strong understanding of workflow automation and IT process improvement.
• Excellent written, verbal, and interpersonal communication skills.

Responsibilities

• Lead IT service desk team in defining objectives, performance standards, and continuous improvement.
• Own design, configuration, and development of Jira Service Management as the service platform.
• Develop automated workflows, self-service capabilities, and proactive monitoring integrations.
• Define KPIs, track SLA compliance, and report on platform adoption and usage.
• Expand JSM usage across departments and communicate progress to leadership.

Skills

ITSM administration

Workflow automation

Communication skills

Education

Associate's degree in IT or related field

ITILv4 Foundation certification

Bachelor's degree in IT or CS

Tools

RMM tooling (N-Central / ConnectWise Automate)

Atlassian ecosystem (JSM, Jira Software, Confluence)

AI-assisted service capabilities

Job description

About Us

Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 14 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support. At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org.

About the Role

Kitsap Credit Union is hiring a Service Platform Manager to work hybrid out of the corporate Bremerton office. The Service Platform Manager leads the IT service team and owns the oversight, configuration, and continuous improvement of Kitsap Credit Union's service platform. This role is responsible for building and sustaining a modern, scalable service delivery environment - one that leverages automation, proactive monitoring, and self-service capabilities to deliver a consistent, high-quality experience to KCU employees and members. The Service Platform Manager drives the maturation of Jira Service Management (JSM) as KCU's enterprise service platform and leads the team responsible for delivering on it.

Quick Facts

• Reports to: Director, Information Technology
• Employment Type: Full-time, salaried, exempt, hybrid
• Salary Range: $81,170.08 - $97,795.28 depending on experience
• Working Hours: Monday - Friday 8AM - 5PM
• Bonus Target: 8% potential incentive of base pay
• Grade: 11BC
• Industry: Banking

Principal Accountabilities

Team Leadership

Supervise, coach, and develop the IT service desk team, setting clear objectives and performance expectations. Conduct performance appraisals and manage recognition, development, and accountability in alignment with organizational values. Build a team culture focused on continuous improvement, proactive service ownership, and strong member experience. Ensure appropriate cross-training and knowledge sharing across all service platform functions.

Service Platform Management

Own the design, configuration, and ongoing development of Jira Service Management (JSM) as KCU's service platform. Develop and maintain automated workflows, intelligent routing, and self-service capabilities within JSM. Integrate and operationalize RMM tooling (N-Central) to enable proactive endpoint monitoring and remediation. Build and manage a self-service portal and knowledge base that empowers employees to resolve common issues independently. Evaluate and introduce AI-assisted capabilities that improve service quality and reduce ticket volume over time.

Governance & Reporting

Define, track, and report on key performance indicators including SLA compliance, self-service adoption, and resolution metrics. Analyze platform usage trends to identify automation and optimization opportunities. Maintain platform documentation, change management procedures, and operational runbooks. Prepare budget proposals related to platform tooling, licensing, and professional development.

Organizational Service Expansion

Lead the expansion of JSM beyond IT, partnering with department leaders to extend service workflows across the organization. Act as an internal advocate for the service platform, translating capabilities into business outcomes for non-technical stakeholders. Develop and present roadmaps and progress updates for executive and departmental audiences.

Required Skills and Abilities

Demonstrated experience configuring and administering a modern ITSM platform (Jira Service Management, ServiceNow, or equivalent). Strong understanding of workflow automation and IT process improvement. Excellent written, verbal, and interpersonal communication skills.

Qualifications and Education Requirements

Associate's degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience. Five or more years of experience in IT service management or service desk operations, with at least two years in a lead or supervisory capacity. ITILv4 Foundation certification, or ability to obtain within six months of hire.

Preferred Qualifications and Education

Bachelor's degree in Information Technology, Computer Science, or related field. Experience with RMM tooling (N-Central, ConnectWise Automate, or similar). Familiarity with AI-assisted or chatbot-based service capabilities within an ITSM platform. Experience with Atlassian ecosystem products (JSM, Confluence, Jira Software). Background in financial services or credit union IT environments.

Supervisory Status

This position supervises others and is responsible for being results oriented, collaborative, delegate effective, and embrace the organization's core values, ensuring team effectiveness.

Working Conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation is required: Must be able to remain in a stationary position for a minimum of 75% of the time. Constantly operates a computer and other office productivity machines. Occasionally ascends/descends stairs, Constantly positions self in work environment, The person in this position frequently communicates with peers, supervisors, vendors and employees to exchange accurate information and answer questions, Must be able to detect objects at a distance, On occasion will move up to 20 pounds of office objects, Works in an indoor office environment but expected to attend meetings in buildings that require travel in outdoor weather conditions.

Our Values

Integrity: We believe in acting with honesty, trust, and respect which are at the forefront of our daily engagement. Responsibility: We believe that responsibility is holding ourselves accountable for our decisions, actions, and their outcomes. Collaboration: We believe in the power of a diverse group of people working together to achieve a united outcome. Authenticity: We believe activities in actions that demonstrate our commitment to be transparent, dependable, and genuine in every day.

What We Offer

Not only are we one of the largest credit unions in Washington State, and growing, but we are also a company that cares about its employees. We back that up for our employees by offering competitive pay and a benefits package that helps support you and your family's lifestyle. We value our employees, and we strive to keep our benefits comprehensive and affordable. Some of our benefits include:

• Careers | Kitsap Credit Union (kitsapcu.org)
• Free onsite parking
• Annual time off and sick time accrued
• 11 paid holidays
• 1 Personal Floating Day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year-your cost as an employee

Employment is contingent upon satisfactory background check.

Kitsap Credit Union is an Equal Opportunity Employer.

All qualified applicants for employment will receive consideration without regard to sex, marital status, race, color, religion, national origin, age, veteran status, disability, genetic information, or any other protected status.