> Markdown version of [/jobs/ext/2284903-service-platform-manager](https://www.wearedevelopers.com/jobs/ext/2284903-service-platform-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Platform Manager - **Company:** Kitsap Credit Union - **Location:** Bremerton, WA, United States - **Experience:** Experienced - **Salary:** $81,170.0 - $97,795.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Confluence, JIRA, Office Suite, Chatbots, Information Technology, Atlassian Tools, Performance Monitor, Servicenow - **Published:** August 28, 2026 - **Apply:** https://www.jofdav.com/jobs/59420687-service-platform-manager ## About the Role * 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., * 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. ## Description 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., * 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., This position supervises others and is responsible for being results oriented, collaborative, delegate effectively, 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. ## Related Videos - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [42 x 2 Canvases Later: Two Years, Two Minds, Many Lessons](https://www.wearedevelopers.com/videos/1458-42-x-2-canvases-later-two-years-two-minds-many-lessons) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [A Founder's Journey : From Startup Chaos to Purposeful Growth](https://www.wearedevelopers.com/videos/1926-a-founder-s-journey-from-startup-chaos-to-purposeful-growth) - [Designing UX for SRE Agents in High-Stakes Incidents](https://www.wearedevelopers.com/videos/100003-designing-ux-for-sre-agents-in-high-stakes-incidents) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path)