Business Process Manager Sr.

About the role

At U.S. Bank, we're modernizing our IT Service Management (ITSM) capabilities to enhance service reliability, operational resilience, and customer experience. We are seeking a highly motivated Business Process Manager to support the strategy, governance, optimization, and modernization of our Incident Management and Problem Management processes and products.

Responsibilities

• Partner with the Incident and Problem Management Process Owner to maintain and improve enterprise processes, policies, standards, procedures, controls, and operating models.
• Support development and execution of Incident and Problem Management strategic and continual improvement roadmaps.
• Identify opportunities to improve process efficiency, standardization, automation, user experience, service restoration, and recurring-incident reduction.
• Analyze process performance and recommend improvements that increase operational effectiveness, resilience, and service reliability.
• Facilitate process workshops, stakeholder reviews, and working sessions to gather input, resolve gaps, and drive adoption.
• Maintain process documentation and support policy updates, governance activities, maturity assessments, and control validation.

Requirements

• Bachelor's degree or equivalent work experience.
• ITIL Service Management Foundation Certification.
• At least 10 years experience within a total information technology (IT) environment.
• At least 3 years experience with tools and techniques for planning, organizing, monitoring and controlling IT projects.
• At least 3 years experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.

Qualifications

• 5+ years of experience in Incident Management, Problem Management, Major Incident Management, or related ITSM disciplines.
• Experience supporting Process Owners, Product Owners, or Service Owners within a large enterprise ITSM environment.
• Hands-on experience with ServiceNow Incident, Problem, CMDB, Service Mapping, Event Management, Integration Hub, workflow, reporting, or related capabilities.
• Strong experience gathering requirements, writing user stories and acceptance criteria, documenting business processes, and supporting Agile delivery teams.
• Experience supporting Incident and Problem Management product and process modernization initiatives.
• Experience supporting enterprise integrations utilizing APIs, web services, middleware, and automation tools across external vendor platforms, internal and cloud-based applications, and observability ecosystems.
• Knowledge of Service Mapping, CMDB governance, service dependency modeling, configuration data quality, and operational impact analysis.
• Experience developing or managing Statements of Work, vendor deliverables, acceptance criteria, milestones, and performance expectations.
• Experience partnering with Engineering, Infrastructure, SRE, Operations, Architecture, Procurement, and third-party providers.
• Strong analytical skills with the ability to translate operational data into actionable insights and measurable improvements.
• Experience creating dashboards, KPI reporting, scorecards, and executive presentations.
• Experience working in Agile, Product, DevOps, or SRE operating models.

Skills

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist – ITSM (CIS-ITSM).
• Experience with AIOps, observability, event management, service mapping, and automation platforms.
• Experience supporting enterprise operational resilience and reliability initiatives.
• Experience within financial services or another highly regulated industry.

Benefits

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law