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Business Process Manager Sr.

U.S. BankGreshamSenior
ExpiredVerified 2d ago

Job description

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

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.

  • 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 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.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $119,765.00 - $140,900.00

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.

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Strong analytical, critical thinking, and problem-solving capabilities combined with an entrepreneurial mindset. Initiative, intellectual curiosity, effective communication skills, and the ability to learn quickly in a fast-paced environment. For this role, we anticipate paying $27 an hour.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.Hiring PhilosophyAll Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.Who We AreAs a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.Our BenefitsOur goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.Equal OpportunitiesEqual Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).#LI-AI1

Koch
Intern
Verified Sep 23, 2026Posted 20 days ago