Business Process Manager Sr.

At U.S. Bank were 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 atall from Day One.

At U.S. Bank were 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 ServiceNow capabilities support enterprise integrations improve service mapping maturity and advance operational excellence across the organization.

The ideal candidate combines ITSM process expertise ServiceNow 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 ServiceNow 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 ServiceNow 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 criteria and service-level expectations.

• Monitor vendor deliverables risks issues financial commitments and performance against contractual obligations and agreed outcomes.

• Support vendor governance status reporting issue escalation and validation of completed deliverables before business acceptance.

Incident & Problem Management Excellence

• Perform trend analysis to identify incident patterns recurring issues service risks and opportunities for improvement.

• Support root cause analysis problem investigations known error management and corrective and preventive action tracking.

• Partner with Major Incident Management teams to identify lessons learned and translate findings into process product integration or control improvements.

• Monitor backlog health and support timely progression of problem records root cause analyses known errors and corrective actions.

• Support initiatives that improve service restoration reduce recurrence and strengthen operational readiness and reliability.

Governance Reporting & Analytics

• Develop and maintain process and product metrics dashboards scorecards and leadership reporting.

• Analyze data to identify trends risks service impacts control gaps and improvement opportunities.

• Support audit regulatory compliance operational risk and governance activities related to Incident and Problem Management.

• Assist with measuring process maturity product adoption integration performance and key performance indicators.

• Prepare materials for operational reviews governance forums roadmap discussions and leadership presentations.

Stakeholder Engagement

• Build strong partnerships across Engineering Operations Infrastructure Product Architecture SRE Risk Procurement and vendor teams.

• Act as a subject matter resource for Incident and Problem Management processes products data integrations and supporting tools.

• Facilitate stakeholder discussions requirements sessions design reviews testing activities and process reviews.

• Support cross-functional initiatives that improve service reliability operational performance and customer outcomes.

Basic Qualifications

• Bachelors 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 Qualifications

• 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 ServiceNow 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 DevOps or SRE operating models.

Nice-to-Have Qualifications

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist ITSM (CIS-ITSM).

• ITIL Managing Professional certification.

• Experience with AIOps observability event management service mapping and automation platforms.

• Experience supporting enterprise operational resilience and reliability initiatives.

• Experience within financial services or another highly regulated industry.

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 theres anything we can do to accommodate a disability during any portion of the application or hiring process please refer to ourdisability 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. Thats 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

Review our full benefits available by employment status here.

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.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about theE-Verify program.

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition certain positions may also be subject to the requirements of FINRA NMLS registration Reg Z Reg G OFAC the NFA the FCPA the Bank Secrecy Act the SAFE Act and/or federal guidelines applicable to an agreement such as those related to ethics safety or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

Posting may be closed earlier due to high volume of applicants.