Lead Product Manager ITSM​/ITOM

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 life cycles, 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.

• Minimum - 4 Years Bachelors Degree in Computer Sciences, Technology, Business or related.
• Minimum - 5 Years of Agile/Scrum Methodologies, Product Management or related.
• Minimum – 5 years of experience in IT Service Management and/or IT Operations Management, with hands‑on expertise in Service Now and disciplines such as CMDB, CSDM, ITAM, Change Management, Incident Management, and Problem Management.
• Preferred qualifications include experience with Service Now SAM Pro and HAM Pro, participation in or leadership of a Change Advisory Board or similar change governance committee, and certifications such as Service Now certifications, CSDM Foundations, and ITIL.

Typical hiring range: $92,600.00 to $ Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.

• Annual performance bonus
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays
• Education reimbursement

Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full‑time, regular part‑time, or temporary employment.

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.