ITSM Process Leader: ServiceNow & Automation Innovator

U.S. Bank; Gresham (OR); On-site; USD 120,000 - 141,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Disability

Parental leave

401(k)

Paid vacation

Paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is modernizing its IT Service Management to improve service reliability and customer experience. We seek a Business Process Manager to drive incident and problem management, governance, and modernization initiatives across IT teams and external vendors.

The role emphasizes collaboration with engineering, SRE, architecture, and procurement to deliver automation, better data quality, and enhanced operational excellence. Strong communication and analytics are essential for success.

Qualifications

• Bachelor’s degree or equivalent work experience in IT or related field.
• 10+ years experience in a total IT environment.
• 3+ years experience with IT projects planning, organizing, monitoring, and controlling.

Responsibilities

• Partner with process owners to maintain and improve enterprise processes, policies, and operating models.
• Define requirements, epics, user stories, and acceptance criteria for ServiceNow enhancements.
• Support service mapping, CMDB data quality, and end-to-end workflow improvements.
• Lead integration efforts using APIs, web services, and automation tools.
• Develop governance, dashboards, and KPI reporting for Incident and Problem Management.

Skills

ITIL Service Management

Process Improvement

ServiceNow

Stakeholder Management

Data Analysis

Project Management

Agile

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

CMDB

APIs / Web services

Job description

U.S. Bank is modernizing its IT Service Management to improve service reliability and customer experience. We seek a Business Process Manager to drive incident and problem management, governance, and modernization initiatives across IT teams and external vendors.

The role emphasizes collaboration with engineering, SRE, architecture, and procurement to deliver automation, better data quality, and enhanced operational excellence. Strong communication and analytics are essential for success.