Business Process Manager Sr

U.S. Bank • Gresham, OR

1d • Hybrid

About The Position

We are seeking a Business Process Manager with expertise in Change, Incident, and Problem Management to join a high-performing team that also likes to have fun while modernizing IT Service Management (ITSM) practices across ServiceNow. This role operates in a fast-paced environment with multiple priorities across diverse products and stakeholders.

Requirements

• Proven experience in IT Service Management (ITSM) with a strong focus on Change Management processes
• Demonstrated ability to design, implement, and improve enterprise-scale processes aligned to ITIL or similar frameworks
• Hands-on experience working with ServiceNow ITSM, specifically Change Management capabilities
• Strong understanding of end-to-end change lifecycle, including planning, risk assessment, approval workflows, and post-implementation validation
• Experience partnering with cross-functional teams (e.g., engineering, operations, product, and governance) to drive process adoption and compliance
• Ability to analyze process performance using metrics, identify gaps, and implement data-driven improvements
• Familiarity with audit, compliance, and risk management requirements related to Change Management
• Excellent communication skills, with the ability to translate process requirements into clear, user-friendly guidance
• Experience leading or supporting process governance forums (e.g., CABs or equivalent review bodies)
• Strong organizational skills with the ability to manage multiple initiatives and stakeholders simultaneously
• Bachelor's degree or equivalent work experience
• ITIL Service Management Foundation Certification
• At least 10 years experience within a total information technology (IT) environment.
• At least 3 years experience with tools and techniques for planning, organizing, monitoring and controlling IT projects.
• At least 3 years experience with activities, tasks, practices and deliverables for assessing and documenting business opportunities, benefits, risks, and success factors of potential applications.

Nice To Haves

• ITIL v4 Foundation or higher certification
• Experience with ServiceNow configuration, enhancements, or platform capabilities (e.g., workflows, Flow Designer, reporting)
• Background in large, regulated enterprise environments (e.g., financial services, healthcare, or similar)
• Familiarity with CMDB / CSDM concepts and how they support Change Management
• Experience integrating Change Management with SDLC/DevOps pipelines or release processes
• Knowledge of automation, policy enforcement, and control frameworks to drive compliance within tooling
• Exposure to process maturity models and continuous improvement methodologies (e.g., Lean, Six Sigma)
• Experience developing training, communications, or adoption strategies for enterprise process changes
• Strong stakeholder management skills, including experience working with senior leadership and audit partners
• Familiarity with related ITSM processes such as Incident, Problem, and Release Management

Responsibilities

• Own and evolve Change, Incident, and Problem Management processes to align with ServiceNow best practices and industry standards.
• Collaborate with Product Owners, Engineering, and Business stakeholders to design scalable, efficient processes.
• Define and enforce governance standards to ensure compliance with regulatory and security requirements.
• Drive continuous improvement through automation, simplification, and innovation.
• Act as a trusted advisor to leadership and cross-functional teams, providing insights and recommendations.
• Develop KPIs and dashboards to measure process effectiveness and inform decisions.
• Support adoption of new processes through training, documentation, and communication strategies.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree