Service Platform Manager ITSM & Automation Leader (Hybrid)

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

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.