Business Process Manager Sr

Business Process Manager

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. This role will partner closely with the Incident and Problem Management Process Owner and Product Owner to drive process improvements, manage strategic initiatives, enhance Service Now capabilities, support enterprise integrations, improve service mapping maturity, and advance operational excellence across the organization.

The ideal candidate combines ITSM process expertise, Service Now knowledge, integration experience, business analysis skills, and a passion for continuous improvement. This role requires close partnership with Engineering, Site Reliability Engineering (SRE), Infrastructure, Operations, Service Owners, Architecture, Procurement, and external vendors to improve operational efficiency, accelerate service restoration, and reduce recurring incidents.

Key Responsibilities

Process Management & Continuous Improvement

• 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.

Product Management & Modernization Support

• Partner with the Incident and Problem Management Product Owner to define, prioritize, and deliver Service Now product enhancements and modernization objectives.
• Develop business requirements, epics, user stories, process flows, acceptance criteria, and traceability documentation.
• Support backlog refinement, feature prioritization, release planning, user acceptance testing, implementation, and post-production validation.
• Collaborate with Service Now administrators, developers, architects, and platform teams to deliver capabilities aligned with process and business outcomes.
• Support modernization initiatives involving workflow simplification, automation, AI-enabled capabilities, analytics, integration, and user-experience improvements.
• Coordinate communications, training, knowledge articles, and adoption activities for new or changed product capabilities.

Service Mapping & CMDB Enablement

• Support Service Mapping initiatives that improve end-to-end service visibility and operational insights for Incident and Problem Management.
• Partner with CMDB, Engineering, Infrastructure, Application, and Service Owner teams to improve service dependency mapping, configuration item relationships, ownership, and data quality.
• Use service maps and CI relationships to support incident impact assessment, triage, escalation, root cause analysis, and problem investigations.
• Assist with governance for Service Mapping coverage, certification, data-quality remediation, and lifecycle management.
• Promote effective use of Service Mapping and CMDB data within Incident, Major Incident, and Problem Management workflows.

Integration Management & Automation

• Support the management, enhancement, and optimization of integrations that enable Incident and Problem Management processes.
• Partner with Architecture, Engineering, Product, Security, and vendor teams to define business requirements and integration capabilities supporting operational workflows.
• Assist with integration enhancements utilizing APIs, web services, middleware, automation technologies, and cloud-based platforms.
• Support integrations to multiple sources, including external vendors, internal and cloud-based applications, and observability, monitoring, event management, and AIOps platforms.
• Identify opportunities to automate incident creation, event correlation, enrichment, routing, escalation, notification, and status synchronization.
• Support initiatives that improve data quality, operational visibility, system interoperability, integration reliability, and end-to-end workflow automation.

Statements of Work & Vendor Coordination

• Support development, review, and administration of Statements of Work (SOWs) for Incident and Problem Management products, integrations, and modernization initiatives.
• Partner with Product Owners, Procurement, Legal, Technology, and vendor teams to clarify scope, deliverables, milestones, assumptions, dependencies, acceptance…