Technology Support Associate

**JOB DESCRIPTION** Job Description**

We are seeking a Operations Governance Senior Associate to join our IP International Services team. As an Operations Governance you will play a pivotal role in shaping processes, standards and metrics on how IP International operates across multiple locations and functions, ensuring we are operating in a consistent way, effectively using the best of our resources and creating a governance model that allow IP International to maintain continuous improvement cycles and consequently improving our stability, resiliency, security and cost effectiveness.

**Responsibilities**:
Streamline operations across the 3 region. Which includes: Gathering data and insights, documenting, analyzing current patterns and discrepancies and developing IP International Services Catalog, Roles & Responsibilities and Run-book on Operations Standard Procedures

Develop a maintain a governance framework to ensure we consistency across multiple locations and functions with the objective to:

- Improve organizational/team effectiveness by setting and constantly assessing Key Performance Indicator in partnership with Local and Regional Leads
- Map and address critical and chronic issues, prioritizing actions that will bring most value to the organization.
- Improve customer experience improving our speed to respond through consistent service delivery, SLA constant reviews and relationship with customers to get their feedback and also make them accountable to support the improvements agenda.
- Optimize workforce by leading adoption of: new processes in a standard way, best practices and innovation across locations.
- Maintain improvement cycles, by challenging the status-quo, identifying and suggesting improvements to the metrics landscape and partner with Location and Regional Leads to course correct

**Required qualifications, capabilities and skills**:

- Bachelor’s degree in Computer Science, Information Technology, or related field.
- Knowledge of industry-wide technology trends, automation tools and best practice
- Minimum 8 years of relevant experience.
- Strong understanding of infrastructure operations
- Excellent communication, interpersonal, and negotiation skills, knowing how to challenge the status quo especially in large organization.
- Excellent organizational skills, attention to detail, and ability to articulate complex issues concisely.
- Experience with data visualization / workflow automation tools (e.g., Tableau, Alteryx, Qlik). Extract, clean, and process data to ensure it is accurate and usable for business analysis.

**Preferred qualifications, capabilities and skills**
- Knowledge of programming languages (e.g., Python) is a plus.
- Comprehensive vision with a detail-oriented approach identifying areas of improvement across operations and making actionable recommendations.
- Advanced skills in MS Excel, including pivot tables and financial formulas.
- Proficiency in data processing, logical reasoning and problem-solving skills.
- Excellent English written and verbal communication skills

**ABOUT US**

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.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

**ABOUT THE TEAM**

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.