Senior Business Process Manager

U.S. Bank

. Lead the strategy, governance, optimization, and execution of critical ITSM processes, primarily Change Management, Enterprise Change Governance, and CAB operations .

Posted 10/6/2026full-timeUnited StatesSenior💰 $119,765 - $140,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management (ITSM) with a strong focus on Change Management, Change Governance, and CAB operations. Proficient in developing governance frameworks, risk assessment methodologies, and leveraging ServiceNow capabilities to enhance process efficiency and compliance.

Highest-signal resume keywords

ITIL Service Management Foundation CertificationServiceNow Change ManagementChange GovernanceCAB OperationsITSM Process Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change ManagementRisk AssessmentGovernance FrameworksProcess ImprovementIncident ManagementProblem ManagementWorkflow AutomationData AnalyticsRegulatory ComplianceITIL v4 Change Enablement

Soft Skills

Stakeholder EngagementLeadershipCommunicationFacilitationTraining

Tools & Technologies

ServiceNowCAB WorkbenchAI-Enabled WorkflowsAutomation SolutionsCI/CD Pipelines

Certifications & Qualifications

ITIL Service Management Foundation CertificationCertified Implementation Specialist (CIS-ITSM)ITIL Managing Professional (MP)ITIL Strategic Leader (SL)

Industry Keywords

Enterprise Change ManagementOperational ResilienceAudit ComplianceHigh-Risk Technology ChangesAgileDevOpsSRERelease Management

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Lead the strategy, governance, optimization, and execution of critical ITSM processes, primarily Change Management, Enterprise Change Governance, and CAB operations
Serve as primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement
Lead and facilitate Enterprise Change Advisory Board governance processes, including risk assessment, stakeholder engagement, and decision-making
Develop strategic roadmaps for 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
Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success
Partner with ServiceNow product owners, administrators, developers, and engineering teams to enhance Change Management, CAB, Incident Management, and Problem Management capabilities
Drive ServiceNow best-practice adoption and platform modernization
Evaluate and implement automation solutions, AI-enabled workflows, risk-based approvals, and process innovations
Support ServiceNow capabilities including CAB Workbench, automated risk scoring, policy-driven approvals, change analytics, and workflow automation
Ensure compliance with audit, regulatory, security, operational risk, and resiliency requirements
Monitor adherence to policies, governance controls, and process standards while driving corrective actions and continual improvement
Develop executive reporting and governance oversight mechanisms
Analyze change performance trends, change-related incidents, failed changes, and governance outcomes
Facilitate post-implementation reviews and lessons learned for significant or high-risk changes
Partner with Incident and Problem Management teams to identify root causes and reduce recurring service disruptions
Drive initiatives to improve service quality, reduce unplanned outages, and increase ITSM process maturity
Act as trusted advisor and subject matter expert for Change Management, CAB governance, and ITSM best practices
Influence stakeholders across 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
Define, monitor, and report on KPIs, service metrics, and process maturity measures
Develop dashboards and executive reporting focused on change and CAB performance metrics
Leverage analytics to identify trends, measure process effectiveness, and prioritize improvement opportunities
Develop training materials, process documentation, governance standards, and communication strategies
Lead workshops, CAB training sessions, and knowledge-sharing activities
Drive organizational readiness for process improvements, governance enhancements, and new ServiceNow capabilities
Support change adoption through stakeholder engagement and targeted enablement activities

Requirements

What you’ll need

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
7+ years of IT Service Management (ITSM) experience with significant focus on Change Management, Change Governance, CAB operations, Incident Management, and Problem Management
Experience leading or supporting Change Advisory Board (CAB) processes and enterprise change governance programs in a large-scale organization
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
Experience 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
ITIL Managing Professional (MP) or Strategic Leader (SL) certification is nice-to-have
This position is not eligible for visa sponsorship
Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

Benefits

Comp & perks

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
Incentive and recognition programs
Equity stock purchase
Comprehensive benefits package