ServiceNow Catalog Lead — Process Optimization

Us Bank; Cincinnati (OH); Hybrid; USD 98,000 - 116,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life Insurance

Disability insurance

Parental leave

401(k) retirement plan

Paid vacation

11 paid holidays

Adoption assistance

Sick leave

Job summary

U.S. Bank is hiring a ServiceNow Catalog Business Process Manager to lead intake, design, and optimization of catalog items and request workflows. You will partner with stakeholders, developers, and support teams to deliver scalable self-service experiences that improve efficiency and customer satisfaction.

This role focuses on catalog design, implementation support, and production readiness, not development work. A strong background in IT service management and process analysis is essential.

Qualifications

• Experience with ServiceNow Catalog and Request Management.
• Strong business analysis and requirements gathering skills.
• Experience documenting business processes and translating requirements into technical solutions.
• Knowledge of workflow automation and IT service management practices.

Responsibilities

• Manage intake and requirements gathering for new ServiceNow catalog requests.
• Analyze business processes and design catalog solutions that align with enterprise standards.
• Create and maintain catalog items, record producers, workflows, and support documentation.
• Provide production support for existing catalog items 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.

Skills

ServiceNow Catalog

Request Management

Business analysis

Requirements gathering

Workflow automation

IT service management

Stakeholder management

Communication

Problem solving

Project management

Education

Bachelor's degree or equivalent

Job description

U.S. Bank is hiring a ServiceNow Catalog Business Process Manager to lead intake, design, and optimization of catalog items and request workflows. You will partner with stakeholders, developers, and support teams to deliver scalable self-service experiences that improve efficiency and customer satisfaction.

This role focuses on catalog design, implementation support, and production readiness, not development work. A strong background in IT service management and process analysis is essential.