Job Description

About J.P. Morgan Corporate & Investment Bank

J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader in Banking. The world’s corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank supports our clients around the world providing strategic advice, raising capital and managing risk.

The Core Production Risk and Controls Team is part of Corporate & Investment Banking’s organization and is responsible for managing and governing the IT Service Management Process (Incident, Change, Problem, Request and Event) across 2,200+ applications in the CIB production environment. The execution of these processes at this scale requires our team to interact directly with colleagues across the CIB including senior leaders within our Application Development, Production Management, Risk and Control, Global Infrastructure and other lines of business teams. We are constantly searching for innovative processes and solutions that enable frictionless experience for delivering these processes to production faster with minimal overhead while reducing and minimizing risk.

Who are we hiring?

The successful candidate will have experience performing in a global environment will be a distinct advantage. Given the current requirements, this person will primarily focus on Incident Management and provide secondary support to other processes when required. You must enjoy creating and maintaining strong relationships with key stakeholders. You’ll be someone who loves to make things happen, has excellent communication and engagement skills. This is a fantastic opportunity to join team managing the delivery of a key service management processes supporting all Lines of Business.

You will:

• Work closely with ITSM Support members in the governance of IT Service Management practices, primarily focused on Incident Management, providing secondary support to Data management.
• Work closely with CIB colleagues and other Lines of Business to ensure that CIB processes and procedures are aligned with ITIL best practices and firmwide processes.
• Proactively identify risks, address issues, and support mitigation strategies to ensure they do not impede progress.
• Support the initiatives and projects including other ITSM processes such as Problem, Change, Event and Request as part of the Core Production Services offerings.

Key Responsibilities:

We are looking for a hands-on technical solution owner with experience working in a fast-paced, high-pressured environment, ideally within financial services or large-scale technology firms.

• Strong understanding of ITIL v4 Service Management best practices with an emphasis on Incident Management.
• Develop, maintain, and ensure Incident process documentation and standard operating procedures are up to date in line with process and tool improvements.
• Meeting and improving established service delivery SLA’s ensuring daily key tasks are actioned.
• Drive process and tool-related issues and partner with the Firm-wide ServiceNow team in fixing the issues and participate in ServiceNow testing.
• Knowledge and experience of Service Now, maintaining and managing the data configurations in ServiceNow.
• Perform Daily BAU activities of monitoring incident and request queues, application on-boarding and off-boarding and user access.
• Maintain Data hygiene, provide support for strategic initiatives, data governance and certification.
• Knowledge Management document processes, procedures, and troubleshooting activities to improve the efficiency and effectiveness of the Technologists and Operations.
• You proactively seek training and knowledge related to the product domain, leveraging that knowledge to build credibility with key stakeholders
• You can operate effectively in highly matrixed and geographically distributed organizations
• Excellent communication and presentation skills (verbal and written)
• Confidence in creating strong partnerships and building influence with key stakeholders within and external to CIB

Qualifications and Experience

• ITIL 4 Foundation
• 3 or more years of technical experience/background in production management support.
• Proven ability to meet deadlines and work in a fast-paced team environment
• Experience working in global teams across multiple regions and fostering a positive working environment, as well as the ability to build strong partnerships and influence key stakeholders.
• Ability to learn new technologies or technology concepts quickly
• Strong data analytics skills and ability to consolidate data from multiple sources
• A client-focused and team-oriented mindset
• Exceptional verbal and written communication skills, including executive management presentations
• Functional expertise in Service Management disciplines and/or the ServiceNow product
• Excellent problem-solving skills, ability to quickly propose solutions and resolve Issues and queries.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.