Operational Support Business Process Manager

Jobtailor; Minnesota; On-site; USD 65,000 - 95,000; Full time

Job summary

Jobtailor is seeking a skilled IT business analyst to manage intake and requirements for ServiceNow catalog requests at a U.S. Bank site. You will analyze processes, design catalog solutions, and create catalog items, record producers, and workflows while providing end-user support.

Responsibilities include coordinating UAT, developing training materials, and driving automation opportunities with cross-functional teams to deliver scalable self-service solutions.

Qualifications

• Bachelor’s degree or equivalent work experience
• 1+ year of experience with tools and techniques for planning, organizing, monitoring and controlling IT projects
• Experience working with ServiceNow Service Catalog and Request Management
• Strong business analysis and requirements gathering skills
• Experience documenting business processes and translating requirements into technical solution
• Knowledge of workflow automation and IT service management practices
• Excellent communication, stakeholder management, and problem-solving skills
• Project management experience
• Ability to manage multiple initiatives in a fast-paced environment
• Operational support experience
• Must work from a U.S. Bank location three (3) or more days per week
• 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

Responsibilities

• Manage intake and requirements gathering for new ServiceNow catalog requests
• Analyze business processes and design catalog solutions aligned with enterprise standards
• Create and maintain catalog items, record producers, workflows, and support documentation
• Provide production support for existing catalog items, including troubleshooting and user support
• Coordinate testing activities, including UAT planning and validation
• Develop training materials, knowledge articles, and stakeholder communications
• Collaborate with cross-functional teams to identify automation opportunities and service improvements
• Partner with business stakeholders, process owners, developers, and support teams to deliver scalable self-service solutions

Skills

ServiceNow

Business Analysis

Requirements Gathering

Workflow Automation

Project Management

Education

Bachelor’s degree or equivalent work experience

Tools

ServiceNow Service Catalog

Request Management

Job description

• Manage intake and requirements gathering for new ServiceNow catalog requests


• Analyze business processes and design catalog solutions aligned with enterprise standards


• Create and maintain catalog items, record producers, workflows, and support documentation


• Provide production support for existing catalog items, including troubleshooting and user support


• Coordinate testing activities, including UAT planning and validation


• Develop training materials, knowledge articles, and stakeholder communications


• Collaborate with cross-functional teams to identify automation opportunities and service improvements


• Partner with business stakeholders, process owners, developers, and support teams to deliver scalable self-service solutions

Requirements

• Bachelor’s degree or equivalent work experience


• 1+ year of experience with tools and techniques for planning, organizing, monitoring and controlling IT projects


• Experience working with ServiceNow Service Catalog and Request Management


• Strong business analysis and requirements gathering skills


• Experience documenting business processes and translating requirements into technical solution


• Knowledge of workflow automation and IT service management practices


• Excellent communication, stakeholder management, and problem-solving skills


• Project management


• Ability to manage multiple initiatives in a fast-paced environment


• Previous experience in operational support


• Must work from a U.S. Bank location three (3) or more days per week


• 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

Core Competencies

Demonstrates expertise in ServiceNow Service Catalog and Request Management, with strong capabilities in business analysis, requirements gathering, and workflow automation. Proven ability to manage multiple IT projects and collaborate with cross-functional teams to enhance service delivery.

Highest-signal resume keywords

• ServiceNow Service Catalog


• Business Analysis


• Requirements Gathering


• Workflow Automation


• Project Management

ATS Optimization Keywords

Hard Skills

• Requirements Gathering


• Business Process Documentation


• Workflow Design


• IT Service Management


• Production Support


• UAT Planning


• Troubleshooting


• Catalog Item Creation


• Process Improvement


• Automation Techniques

Soft Skills

• Excellent Communication


• Stakeholder Management


• Problem-Solving


• Collaboration


• Time Management

Industry Keywords

• IT Project Management


• Operational Support


• Enterprise Standards


• Self-Service Solutions


• Cross-Functional Collaboration