Senior ITSM & Incident/Problem Process Leader

U.S. Bank; Hopkins (MN); Hybrid; USD 120,000 - 141,000; Full time

Benefits offered by this job

Healthcare

401(k)

Paid vacation

Holiday opportunities

Parental leave

Adoption assistance

Job summary

U.S. Bank is modernizing ITSM capabilities to enhance service reliability and customer experience. The Business Process Manager will drive Incident and Problem Management, process optimization, and ServiceNow modernization with cross-functional partnership across Engineering, SRE, and Operations.

The role focuses on governance, data quality, integration, and automated workflows to reduce recurring incidents and improve operational resilience.

Qualifications

• Bachelor's degree or equivalent work experience.
• ITIL v4 Service Management Foundation Certification.
• 5+ years in IT environment with Incident/Problem Management exposure.
• Hands-on ServiceNow experience including CMDB, Incident and Problem Management.
• Strong analytical, stakeholder management and Agile delivery skills.
• Experience with enterprise integrations and automation tools.

Responsibilities

• Maintain and improve enterprise Incident and Problem Management processes and governance.
• Define and deliver ServiceNow product enhancements and modernization objectives.
• Develop requirements, epics, user stories, and traceability documentation.
• Support backlog refinement, release planning, and user acceptance testing.
• Coordinate with ServiceNow admins, developers, and platform teams to deliver capabilities.
• Governance, reporting, analytics, and leadership-facing materials.
• Foster cross-functional collaboration with Engineering, SRE, Operations, Architecture, and Procurement.

Skills

ITIL v4

ServiceNow

Analytics

Agile delivery

Stakeholder mgmt

Service Mapping

CMDB governance

Education

Bachelor's degree or equivalent

Tools

ServiceNow

APIs & integration

Observability tools

Job description

U.S. Bank is modernizing ITSM capabilities to enhance service reliability and customer experience. The Business Process Manager will drive Incident and Problem Management, process optimization, and ServiceNow modernization with cross-functional partnership across Engineering, SRE, and Operations.

The role focuses on governance, data quality, integration, and automated workflows to reduce recurring incidents and improve operational resilience.