Senior Business Process Manager

U.S. Bank

. Serve as the primary process owner for Enterprise Change Management, including policy, standards, governance, and continual service improvement activities .

Posted 10/20/2026full-timeUnited StatesSenior💰 $119,765 - $140,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Enterprise Change Management, including governance frameworks, risk assessment methodologies, and ITSM processes. Proven ability to lead Change Advisory Board operations and implement ServiceNow capabilities to enhance change governance and operational resilience.

Highest-signal resume keywords

Enterprise Change ManagementChange Advisory Board (CAB) GovernanceServiceNow Change ManagementITIL Service ManagementRisk Assessment Methodologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Change Management PoliciesGovernance FrameworksWorkflow AutomationITSM Process OptimizationData-Driven Decision MakingAgile MethodologiesDevOps PracticesCI/CD IntegrationAnalytical SkillsProblem-Solving Skills

Soft Skills

Influencing StakeholdersCommunication SkillsFacilitation SkillsDecision-Making SkillsAdaptability

Tools & Technologies

ServiceNowCAB WorkbenchAI-Enabled WorkflowsAutomation SolutionsChange Analytics

Certifications & Qualifications

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

Industry Keywords

Regulatory ComplianceOperational RiskEnterprise-Wide Technology ChangesFinancial ServicesGovernance Controls

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

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
Partner with Engineering, Product, Infrastructure, Security, and Operations teams to improve change planning, risk mitigation, deployment readiness, and implementation success rates
Partner 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
Support implementation and optimization of ServiceNow capabilities such as CAB Workbench, automated risk scoring, policy-driven approvals, change analytics, and workflow automation
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
Develop executive reporting and governance oversight mechanisms to support enterprise decision-making and risk management
Analyze 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
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
Define, monitor, and report on 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
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

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
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
ITIL Managing Professional (MP) or Strategic Leader (SL) certification is nice-to-have
Experience implementing enterprise change governance programs within financial services or other highly regulated industries is nice-to-have
Experience establishing executive-level governance forums, operational readiness reviews, or enterprise deployment governance practices is nice-to-have
Familiarity with ServiceNow AI, automation, predictive intelligence, and advanced analytics capabilities is nice-to-have
This position is not eligible for visa sponsorship
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

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
401(k) contribution and pension