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 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

• 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 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.