Business Process Manager

Overview

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We are seeking a Business Process Manager with expertise in Change, Incident, and Problem Management to join a high-performing team that modernizes IT Service Management (ITSM) practices across Service Now. This role operates in a fast-paced environment with multiple priorities across diverse products and stakeholders.

• Own and evolve Change, Incident, and Problem Management processes to align with Service Now best practices and industry standards.
• Collaborate with Product Owners, Engineering, and Business stakeholders to design scalable, efficient processes.
• Define and enforce governance standards to ensure compliance with regulatory and security requirements.
• Drive continuous improvement through automation, simplification, and innovation.
• Act as a trusted advisor to leadership and cross-functional teams, providing insights and recommendations.
• Develop KPIs and dashboards to measure process effectiveness and inform decisions.
• Support adoption of new processes through training, documentation, and communication strategies.

• Bachelor s degree or equivalent work experience
• ITIL Service Management Foundation certification
• At least 1 year experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications
• At least 6 years experience within a total Information Technology (IT) environment
• At least 1 year experience with tools and techniques for planning, organizing, monitoring and controlling IT projects

• Experience with Agile methodologies and iterative delivery
• Familiarity with Dev Ops practices and integration with ITSM
• Background in enterprise-scale implementations and global process standardization
• Knowledge of automation and AI-driven workflows within Service Now
• Advanced Service Now certifications (e.g., Certified Implementation Specialist)
• 7+ years of experience in IT Service Management with focus on Change, Incident, and Problem Management
• Hands-on experience with Service Now ITSM modules and platform capabilities
• ITIL v4 certification preferred
• Strategic thinker with attention to detail; adaptable in a fast-paced environment
• Influencing, communication, collaboration, and problem-solving skills
• Resilient and able to navigate ambiguity
• Strong analytical skills to interpret data and recommend improvements

This role requires working from a U.S. Bank location three (3) or more days per week.

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

U.S. Bank participates in the E-Verify program in all facilities located in the United States and certain U.S. territories. Learn more about the E-Verify program.

Posting may be closed earlier due to high volume of applicants.