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.

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.

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 Service Now 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.

Working knowledge of ITIL v4 practices, including Incident Management, Problem Management, Monitoring and Event Management, Service Configuration Management, and Continual Improvement.

Excellent communication, facilitation, stakeholder management, organizational, and decision-making skills.

Experience working in Agile, Product, Dev Ops, or SRE operating models.

This position is not eligible for visa sponsorship

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.

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.