Itsm Professional – Incident, Problem, Change

ITSM Professional – Incident, Problem, Change & Event ManagementJoin to apply for the ITSM Professional – Incident, Problem, Change & Event Management role at JPMorganChase.Job DescriptionPropel operational success with your expertise in technology support and a commitment to continuous improvement.As a member of the Firmwide Process Management Team, you will be responsible for controlling, documenting, governing, maintaining, and improving firmwide policies, processes, procedures, and job aids related to Change Management, Problem Management, Incident Management, and Event Management.This role focuses on ensuring operational resilience, managing risk effectively, and maintaining compliance with regulatory and audit requirements.You will leverage your expertise to manage critical data in accordance with governance frameworks while ensuring adherence to firm controls and audit standards.Additionally, you will cross-train with process SMEs to provide support on process optimization as needed.Key ResponsibilitiesManage and mature firmwide ITSM processes across Change, Problem, Incident, and Event Management with a focus on risk mitigation, operational resilience, and regulatory complianceEnsure all change, problem, incident, and event management activities meet established governance standards and control requirementsMaintain comprehensive documentation and evidence to support audit and compliance initiatives across all ITSM processesCollaborate with cross-functional teams to identify, assess, and mitigate operational risksDrive process improvements that enhance service resilience, increase problem resolution rates, reduce incident recurrence, and minimize business impactMonitor and report on key risk indicators and compliance metrics related to ITSM processesSupport the implementation and enforcement of firmwide policies and procedures, including emergency change protocols and major incident proceduresRisk ManagementDemonstrated knowledge of risk and controls landscape, ensuring company-wide standards are metExperience identifying, documenting, and mitigating operational and technology risks across the ITSM lifecycleAbility to assess process vulnerabilities and implement appropriate controlsExperience conducting root cause analysis and implementing preventive measuresResilienceProfessional experience managing Change Management, Problem Management, Incident Management, Event Management, or Production Support in a corporate environmentProven track record of maintaining service continuity during critical incidents and change implementationExperience implementing resilience frameworks and business continuity practicesAbility to coordinate major incident response and post-incident reviewsComplianceStrong understanding of governance frameworks and audit requirements across ITSM disciplinesExperience preparing for and supporting internal and external audits with comprehensive ITSM evidenceAbility to ensure adherence to regulatory standards, separation of duties, and firmwide policiesKnowledge of change authorization, problem resolution, and incident management compliance requirementsTechnical & Process SkillsWorking knowledge of ServiceNow or similar ITSM platforms, including Change, Problem, and Incident Management modulesITIL certification preferred but not essentialExperience with process documentation, change advisory board (CAB) processes, problem management workflows, and continuous improvementUnderstanding of incident categorization, prioritization, and escalation proceduresInterpersonal SkillsDemonstrated ability to multitask and prioritize in high-pressure environments; results-orientedStrong oral and written communication skills, including the ability to effectively communicate with senior management during incidents, changes, and problem reviewsProven ability to influence stakeholders across multiple teams and facilitate approval processesExperience building relationships from both customer and technical perspectives in a global organizationAbility to remain calm and focused during major incidents and coordinate cross-functional response teamsAbout UsJPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands.Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.We also offer a range of benefits and programs to meet employee needs, based on eligibility.These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.Additional details about total compensation and benefits will be provided during the hiring process.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.JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans.About The TeamOur Corporate Technology team relies on smart, driven people like you to develop applications and provide tech support for all our corporate functions across our network.Your efforts will touch lives all over the financial spectrum and across all our divisions: Global Finance, Corporate Treasury, Risk Management, Human Resources, Compliance, Legal, and within the Corporate Administrative Office.You'll be part of a team specifically built to meet and exceed our evolving technology needs, as well as our technology controls agenda.Seniority levelNot ApplicableEmployment typeFull-timeJob functionInformation Technology#J-*****-Ljbffr