ServiceNow Catalog -Operational Support Business Process Manager

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career.

Try new things, learn new skills and discover what you excel at—all from Day One.

The Service Now Catalog Business Process Manager is responsible for the intake, design, implementation, and ongoing optimization of Service Now catalog items, request processes, and workflow solutions. This role partners with business stakeholders, process owners, developers, and support teams to deliver scalable self-service solutions that improve operational efficiency, service delivery, and user experience across the enterprise. This position is not a Service Now development position.

It supports the Service Now Catalog Team and is responsible for the intake, design, implementation, and ongoing support of Service Now catalog items and related request workflows. The role partners with business stakeholders, process owners, developers, and support teams to deliver scalable self-service experiences that improve operational efficiency and customer satisfaction.

• Manage intake and requirements gathering for new Service Now catalog requests.
• Analyze business processes and design catalog solutions that align with enterprise standards.
• Create and maintain catalog items, record producers, workflows, and support of documentation.
• Provide production support for existing catalog items, including troubleshooting and user support.
• Coordinate testing activities, including UAT planning and validation.
• Develop training materials, knowledge articles, and stakeholder communications.
• Collaborate with cross-functional teams to identify automation opportunities and service improvements.

• Bachelor’s degree or equivalent work experience 1+ year of experience with tools and techniques for planning, organizing, monitoring and controlling IT projects

• Experience working with Service Now Service Catalog and Request Management
• Strong business analysis and requirements gathering skills
• Experience documenting business processes and translating requirements into technical solution
• Knowledge of workflow automation and IT service management practices

• Excellent communication, stakeholder management, and problem-solving skills
• Project management
• Ability to manage multiple initiatives in a fast-paced environment
• Previous experience in operational support

This role requires working from a U.S. Bank location three (3) or more days per week. If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

• 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
• Review our full benefits available by employment status here.

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.

E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration…