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.

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

Key Responsibilities:

• 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.

Basic Qualifications

• 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

Preferred Skills/Experience

• Experience with
  Agile methodologies and working in iterative delivery environments.

• Familiarity with Dev Ops practices and integration with ITSM processes.

• 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 a strong focus on Change, Incident, and Problem Management.

• Hands-on experience with Service Now ITSM modules and platform capabilities.

• Proven ability to design, implement, and optimize ITSM processes in complex, global environments.

• ITIL v4 certification preferred.

• Strategic thinker with the ability to manage details effectively.

• Adaptable and thrives in a fast-paced, dynamic environment.

• Influencing skills to drive alignment across diverse stakeholders.

• Excellent written and verbal communication skills.

• Collaborative mindset with a focus on building trust and transparency.

• Creative problem solver with a practical approach to challenges.

• Resilient and confident in navigating ambiguity.

• Strong Analytical skills to interpret data and recommend improvements.

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 (some may vary based on role, location or hours):

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and…