ServiceNow Catalog -Operational Support Business Process Manager

U.S. Bank; Charlotte (NC); On-site; USD 98,000 - 116,000; Full time

Benefits offered by this job

Healthcare (medical, dental, vision)

Life insurance

Short-term and long-term disability

Paid vacation

Paid holidays

401(k) and employer-funded retirement

Adoption assistance

Sick leave

Job summary

U.S. Bank is seeking a ServiceNow Catalog Business Process Manager to lead intake, design, implementation, and optimization of catalog items, requests, and workflows. This role partners with business stakeholders, developers, and support teams to deliver scalable self-service solutions that improve operational efficiency, service delivery, and user experience across the enterprise.

This position is not a ServiceNow development role. Location requires working from a U.S.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 1+ year of IT project planning and control experience.
• Experience with ServiceNow Service Catalog and Request Management.
• Knowledge of workflow automation and IT service management practices.

Responsibilities

• Manage intake and requirements for new ServiceNow catalog requests.
• Analyze business processes and design catalog solutions.
• Create and maintain catalog items, record producers, workflows, and 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.

Skills

ServiceNow Catalog

Request Management

Business Analysis

Requirements Gathering

Workflow Automation

IT Service Management

Communication

Stakeholder Management

Project Management

Education

Bachelor’s degree or equivalent

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

The ServiceNow Catalog Business Process Manager is responsible for the intake, design, implementation, and ongoing optimization of ServiceNow catalog items, request processes, and workflow solutions. This role partners with business stakeholders, process owners, developers, and support teams to deliver scalable self-service solutions that improve operational efficiency, service delivery, and user experience across the enterprise.

This position is not a ServiceNow development position.

Key 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 of 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.

Basic Qualifications

• Bachelor’s degree or equivalent work experience


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

Required Skills/ Experience

• 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

Preferred Skills/Experience

• 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

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

• 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: $98,175.00 - $115,500.00

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.