ServiceNow Catalog -Operational Support Business Process Manager

Servicenow Catalog Business Process Manager

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.

Key Responsibilities:

• 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.

Basic Qualifications:

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

Required Skills/

Experience:

• 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

Preferred Skills/

Experience:

• 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

Location expectations:
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.

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

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.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $98,175.00 - $