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 strategies for enterprise process changes

• Strong stakeholder management skills, including experience working with senior leadership and audit partners

• Familiarity with related ITSM processes such as Incident, Problem, and Release Management

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.

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:

• 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 the E-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.