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
At U.S. Bank, we're on a journey to modernize and transform our IT Service Management (ITSM) ecosystem.
We are seeking a highly motivated Business Process Manager to lead the strategy, governance, optimization, and execution of critical ITSM processes, with a primary focus on Change Management, Enterprise Change Governance, and Change Advisory Board (CAB) operations, while maintaining alignment with Incident Management and Problem Management practices. This role is ideal for a process-oriented leader who excels at driving operational excellence, managing enterprise governance programs, influencing stakeholders, and transforming service management capabilities through ServiceNow.
As a key member of a collaborative and high-performing team, you will partner with Technology, Product, Operations, Risk, Cybersecurity, and Business leaders to design scalable governance frameworks, improve service reliability, reduce operational risk, and enhance the overall customer experience. The successful candidate will bring a blend of strategic thinking, change governance expertise, technical knowledge, process management experience, and strong communication skills to help shape the future of technology service delivery at U.S. Bank.
Key Responsibilities
Change Management & Enterprise Governance
- Serve as the primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement activities.
- Lead and facilitate Enterprise Change Advisory Board (CAB) governance processes, ensuring effective risk assessment, stakeholder engagement, and decision-making for technology changes.
- Develop and execute strategic roadmaps that strengthen change governance, operational resilience, regulatory compliance, and service reliability.
- Establish and maintain change policies, approval frameworks, risk assessment methodologies, change models, and governance controls.
- Oversee governance for complex, high-risk, and enterprise-wide technology changes, ensuring readiness and compliance with organizational standards.
- Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success rates.
ServiceNow Optimization
- Partner closely with ServiceNow Product Owners, Administrators, Developers, and Engineering teams to enhance Change Management, CAB, Incident Management, and Problem Management capabilities.
- Drive adoption of ServiceNow best practices and support platform modernization initiatives.
- Evaluate and implement automation solutions, AI-enabled workflows, risk-based approvals, and process innovations that improve governance effectiveness and service outcomes.
- Support implementation and optimization of ServiceNow capabilities such as CAB Workbench, automated risk scoring, policy-driven approvals, change analytics, and workflow automation.
Governance & Risk Management
- Establish and maintain governance frameworks, policies, standards, and controls for Change Management and related ITSM processes.
- Ensure compliance with audit, regulatory, security, operational risk, and resiliency requirements.
- Monitor adherence to change policies, governance controls, and process standards while driving corrective actions and continual improvement efforts.
- Develop executive reporting and governance oversight mechanisms to support enterprise decision-making and risk management.
Continuous Improvement
- Lead analysis of change performance trends, change-related incidents, failed changes, and governance outcomes to identify improvement opportunities.
- Facilitate post-implementation reviews and lessons learned activities for significant or high-risk changes.
- Partner with Incident and Problem Management teams to identify root causes, reduce recurring service disruptions, and improve change success rates.
- Drive initiatives that improve service quality, reduce unplanned outages, and increase ITSM process maturity.
Stakeholder Engagement & Leadership
- Act as a trusted advisor and subject matter expert for Change Management, CAB governance, and ITSM best practices.
- Influence stakeholders across multiple business and technology organizations to drive alignment and adoption of enterprise change standards.
- Present governance recommendations, performance insights, risk assessments, and strategic initiatives to senior leadership and executive forums.
- Foster collaboration across Engineering, Product, Operations, Risk, Security, and Business teams to support successful change execution.
Metrics & Reporting
- Define, monitor, and report on key performance indicators (KPIs), service metrics, and process maturity measures.
- Develop dashboards and executive reporting focused on Change Success Rate, Change Failure Rate, Emergency Change Volume, Change-Related Incidents, CAB Effectiveness, and Policy Compliance.
- Leverage analytics to identify trends, measure process effectiveness, and prioritize improvement opportunities.
- Drive a data-driven approach to governance and continual service improvement.
Change Enablement & Training
- Develop training materials, process documentation, governance standards, and communication strategies supporting enterprise Change Management practices.
- Lead workshops, CAB training sessions, and knowledge-sharing activities to promote process awareness and adoption.
- Drive organizational readiness for process improvements, governance enhancements, and new ServiceNow capabilities.
- Support change adoption through stakeholder engagement and targeted enablement activities.
Basic Qualifications
- Bachelor's degree or equivalent work experience.
- ITIL Service Management Foundation certification.
- At least 10 years of experience with activities, tasks, practices, and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.
- At least 3 years of experience within a total Information Technology (IT) environment.
- At least 3 years of experience with tools and techniques for planning, organizing, monitoring, and controlling IT projects.
Preferred Qualifications
- 7+ years of IT Service Management (ITSM) experience with significant focus on Change Management, Change Governance, CAB operations, Incident Management, and Problem Management.
- Demonstrated experience leading or supporting Change Advisory Board (CAB) processes and enterprise change governance programs in a large-scale organization.
- Strong experience developing and implementing Change Management policies, governance frameworks, approval models, and risk controls.
- Hands-on experience with ServiceNow Change Management, CAB Workbench, risk assessment frameworks, workflow automation, and reporting capabilities.
- Demonstrated success designing, implementing, and optimizing ITSM processes within large-scale enterprise environments.
- Strong understanding of ITIL v4 Change Enablement, Incident Management, Problem Management, and Continual Improvement practices.
- Experience supporting complex, high-risk, and enterprise-wide technology changes.
- Experience working within Agile, DevOps, SRE, Release Management, and Product Operating Models.
- Experience integrating ITSM processes with CI/CD pipelines, release management, and engineering governance practices.
- Knowledge of automation, workflow orchestration, AI-enabled capabilities, and governance controls within ServiceNow.
- Experience supporting regulatory, audit, operational risk, resiliency, and compliance requirements within highly regulated environments.
- Advanced ServiceNow certifications, including Certified Implementation Specialist (CIS-ITSM) or similar credentials.
- Experience supporting global organizations and enterprise process standardization initiatives.
- Exceptional analytical, problem-solving, and decision-making skills.
- Strong ability to influence and build consensus across diverse stakeholder groups.
- Excellent written, verbal, facilitation, and presentation communication skills.
- Proven ability to manage competing priorities in a fast-paced environment.
- Strategic mindset with strong attention to detail and execution.
- Resilient, adaptable, and comfortable navigating ambiguity and organizational change.
Nice-to-Have Qualifications
- ITIL Managing Professional (MP) or Strategic Leader (SL) certification.
- Experience implementing enterprise change governance programs within financial services or other highly regulated industries.
- Experience establishing executive-level governance forums, operational readiness reviews, or enterprise deployment governance practices.
- Familiarity with ServiceNow AI, automation, predictive intelligence, and advanced analytics capabilities.
This position is not eligible for visa sponsorship
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
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:
- 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: $119,765.00 - $140,900.00
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.