Business Process Manager Sr

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.

Job Description

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 ServiceNow. 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 ServiceNow 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.

• Proven experience in IT Service Management (ITSM) with a strong focus on Change Management processes

• Demonstrated ability to design, implement, and improve enterprise-scale processes aligned to ITIL or similar frameworks

• Hands-on experience working with ServiceNow ITSM, specifically Change Management capabilities

• Strong understanding of end-to-end change lifecycle, including planning, risk assessment, approval workflows, and post-implementation validation

• Experience partnering with cross-functional teams (e.g., engineering, operations, product, and governance) to drive process adoption and compliance

• Ability to analyze process performance using metrics, identify gaps, and implement data-driven improvements

• Familiarity with audit, compliance, and risk management requirements related to Change Management

• Excellent communication skills, with the ability to translate process requirements into clear, user-friendly guidance

• Experience leading or supporting process governance forums (e.g., CABs or equivalent review bodies)

• Strong organizational skills with the ability to manage multiple initiatives and stakeholders simultaneously

Basic Qualifications

• 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.

Preferred Skills/Experience

• ITIL v4 Foundation or higher certification

• Experience with ServiceNow configuration, enhancements, or platform capabilities (e.g., workflows, Flow Designer, reporting)

• Background in large, regulated enterprise environments (e.g., financial services, healthcare, or similar)

• Familiarity with CMDB / CSDM concepts and how they support Change Management

• Experience integrating Change Management with SDLC/DevOps pipelines or release processes

• Knowledge of automation, policy enforcement, and control frameworks to drive compliance within tooling

• Exposure to process maturity models and continuous improvement methodologies (e.g., Lean, Six Sigma)

• Experience developing training, communications, or adoption strategie