ITSM Administrator & Technology Project Lead

STATUS:

Full Time / Exempt

REPORTS TO

Director, Infrastructure and Information Security

LOCATION

Flexible HOURS:

37.50 hours per week

SCHEDULE

Monday - Friday, 8:30am - 5:00pm Position Summary The ITSM Administrator & Technology Project Lead is responsible for supporting the administration, optimization, governance, and day-to-day operations of The Summit s IT Service Management (ITSM) platform while also coordinating specific non-standard technology projects. This role serves as a key operational support position within Technology helping improve service delivery, ticketing workflows, reporting, non-standard project coordination, governance, communication, and operational efficiency. The position works closely with Technology teams, Operations, vendors, project stakeholders, and leadership to ensure technology support services and projects are organized, effective, and aligned with organizational goals. This role combines technical system administration, operational coordination, reporting, process improvement, and project support responsibilities into a highly collaborative and detail-oriented position. Perform all responsibilities in a manner that serves The Summit s Mission and upholds the credit union s values. Essential Responsibilities - Must be capable of performing the following essential responsibilities, with or without reasonable accommodations, as outlined below. ITSM Administration & Operational Support

• Administer and maintain the ITSM/ticketing platform, including: o Workflows o Queues o SLAs o Forms o Notifications o Automations o Service catalogs o Escalation paths
• Support platform upgrades, testing, enhancements, and integrations.
• Coordinate with vendors and support providers regarding platform issues and enhancements.
• Support and improve ITSM service processes including: o Ticket Management o Incident/Problem Management o Change Management o Request Fulfillment o Knowledge Management o Asset Management
• Assist with development and maintenance of operational procedures, workflows, and service standards.
• Support governance efforts related to ticket management, project handoffs, escalation procedures, and operational processes.
• Help maintain audit-ready documentation and reporting.
• Develop and maintain operational dashboards and reports related to: o Ticket volumes o SLA performance o Resolution trends o Escalation metrics o Service requests o Operational workloads o Project status updates
• Analyze trends and provide recommendations for operational and process improvements.
• Support leadership reporting and executive summaries.
• Coordinate with Technology Leadership to provide data for improvement of first-contact resolution and employee experience.
• Assist with internal training and communication related to ITSM and technology project tools.
• Assist with technology asset management administration.
• Support inventory reviews, lifecycle management, and audit activities. Technology Project Coordination Responsibilities
• Coordinate and support technology non-standard projects for Information Systems, Networking, Programming, Information Security, and End User Support teams.
• Maintain project schedules, documentation, task tracking, timelines, and status updates.
• Coordinate project meetings, agendas, meeting notes, action items, and follow-up activities.
• Track project milestones, risks, issues, dependencies, and implementation activities.
• Assist with implementation planning, rollout coordination, testing schedules, and communication efforts.
• Prepare project status reports and updates for leadership and governance committees.
• Support post-implementation, lessons learned, and support handoff processes.
• Maintain centralized project documentation repositories.
• Support development and maintenance of project templates, procedures, standards, and governance materials.
• Assist with continuous improvement initiatives related to technology project coordination.
• Ensure project records remain organized and audit ready.

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Note:

The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Qualifications and Skills Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Associate or bachelor s degree in information technology, Business, Information Systems, or related field preferred.
• 3-5 years of experience in technology, IT support, ITSM administration, project coordination, or related roles preferred.
• Experience with ITSM or ticketing platforms preferred (ManageEngine, ServiceNow, Jira Service Management, Freshservice, etc.).
• Financial institution experience preferred. Knowledge/Skills/Abilities (including Technical & Systems/Equipment Proficiencies)
• Strong organizational, analytical, and problem-solving skills.
• Working knowledge of IT service management and operational support processes.
• Strong understanding of project management frameworks, methodologies, and project lifecycles.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office, Teams, Excel, and reporting tools.
• Experience with workflow automation and process improvement preferred.
• Strong customer service mindset and attention to detail.
• Ability to work collaboratively with technical and non-technical staff across the organization. Physical Requirements
• Lifting (5-10 pounds)
• Standing/Sitting extended periods of time, while working in front of computer monitor
• Typing / Data Entry
• Professional Office Environment
• Overhead Lighting Training and Compliance Requirements
• Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures.

Employees complete annual BSA, AML, Information Security, Privacy and other job-related training requirements as established by the Summit and within deadlines. The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.