Manager ITSM

Hudson Valley Credit Union is currently recruiting for the position of Manager ITSM. Primary Function: A strategic and technically proficient ITSM Engineer will lead the team designing, optimizing and operating our IT service management processes and platforms. This role is responsible for architecting scalable, integrated solutions that align with ITIL best practices and support enterprise-wide service delivery goals. The core duties are centered around ensuring the smooth, uninterrupted flow of technology-dependent operations while adhering to the ITIL framework and regulatory standards from the DFS and NCUA.

• Design and implement ITSM architecture across platforms with a focus on ServiceNow and integrations.
• Define and maintain enterprise-wide ITSM standards, frameworks, and governance models.
• Lead the integration of ITSM tools with other enterprise systems (e.g., CMDB, monitoring, identity management).
• Collaborate with stakeholders to translate business requirements into technical solutions.
• Drive automation and workflow optimization across Incident, Problem, Change, Request, and Knowledge Management.
• Provide architectural oversight for ITSM platform upgrades, enhancements, and customizations.
• Ensure compliance with ITIL, security, and regulatory standards.
• Mentor ITSM developers and administrators on best practices and solution design.
• Support strategic initiatives such as digital transformation, cloud migration, and service modernization.
• Platform Configuration & Administration: Perform daily administration, configuration, and maintenance of the ITSM platform (e.g., ServiceNow, Jira) to ensure its optimal performance and availability.
• Upgrades and Patches: Plan, execute, and validate platform upgrades, patches, and hotfixes to maintain a secure and up-to-date system.
• Reporting and Analytics: Create and maintain dashboards, reports, and key performance indicators (KPIs) to monitor the performance of IT services and measure against service level agreements (SLAs).
• Process Improvement: Identify and implement continual service improvements (CSI) to enhance the efficiency, effectiveness, and maturity of IT service processes.
• User Training and Support: Provide training, support, and guidance to IT staff and end-users on how to effectively use the ITSM platform and its various modules.
• Security and Compliance: Ensure all ITSM processes and configurations adhere to the credit union's security policies and regulatory compliance requirements (e.g., NIST).
• Participate in all required and recommended training including, but not limited to, Bank Secrecy Act training (BSA) and demonstrates attained knowledge.
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
  
• Embrace and apply HVCU's guiding principles to all activities and responsibilities. This includes the Credit Union's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union's initiatives by demonstrating teamwork and professionalism.
  
• Responsible for regular and predictable attendance including punctuality.
  

• Bachelor's Degree in Information Technology, Computer Science or related field preferred.
• Minimum 5 years job related experience preferred.
• Minimum 8 years Progressive experience in IT Service Management, with at least 5 years in a leadership or management role required.
• Minimum 2 years Experience with ITSM platforms required.
• Minimum 3 years Proficiency in scripting and automation (e.g., PowerShell, Azure CLI) preferred.
• Minimum 2 years Experience supporting Audio-Visual Deployments preferred
• Proven experience implementing and maturing ITIL processes (Incident, Problem, Change, Request, Service Level Management) required.
• Strong understanding of financial services operations and regulatory requirements, particularly within a credit union environment required.

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Join a team where your growth matters. At Hudson Valley Credit Union, we offer a supportive, community-focused culture, competitive benefits, and opportunities to grow your career while making a meaningful impact. Come be part of a Great Place to Work!

Employee Perks:

• Base & Variable Pay Structures

• Paid Personal, Holiday & Volunteer Time Off

• Professional Development Training through HVCU University & Academy

• Student Loan Repayment & Tuition Reimbursement Programs

• Medical, Dental & Vision Coverage

• 401(k) With Employer Match & Non-Elective Employer Contribution

• Life, Short-term & Long-term Disability Insurances

• Discounted Loan Rates & Fees

Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.