ITSM - Event Process Management Sr Associate

Fairygodboss; Buenos Aires; Presencial; ARS 89.990.101 - 164.981.852; Jornada completa

Descripción de la vacante

J.P. Morgan is seeking a Technology Support III to govern and improve firmwide Incident and Event Management processes within the Infrastructure Platforms group.

You will define policies, standards, procedures, and job aids; ensure documentation, governance, and data quality; and drive continuous improvement across technology teams to support audit readiness and effective risk management. You will collaborate with Production Support, SRE, engineering, and control functions to ensure consistent

Formación

• Experience owning, governing, and maintaining Incident and Event Management processes.
• Strong ITIL-aligned practices with governance, controls, and evidence handling.
• Ability to define RACI, workflows, and job aids for enterprise processes.
• Proven experience in audit readiness and control testing.

Responsabilidades

• Own the Incident and Event Management process lifecycle across technology teams.
• Publish and maintain policies, standards, procedures, and job aids with governance.
• Establish governance routines for reviews, approvals, and sign-offs.
• Lead controls and audit readiness with evidence requirements and remediation.
• Monitor process health with KPIs/KRIs and training needs.
• Collaborate with Production Support, SRE, engineering, and control functions.
• Administer ServiceNow process enablement for data quality and reporting.
• Drive continuous improvement and measure outcomes with defined metrics.
• Prepare stakeholder communications and training for senior management.

Conocimientos

Incident Management

Event Management

ITIL practices

Policy governance

ServiceNow

Audit readiness

KPI/KRI reporting

Stakeholder management

Cross-team collaboration

Communication

Herramientas

ServiceNow

Descripción del empleo

Propel process success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III - Event Process Management team member in Infrastructure Platforms, you will ensure to Control, Document, Govern, Maintain and Improve the Firmwide Policies / Process / Procedures and Job Aids in relation to Incident Management, Event Management. Encourage a culture of continuous improvement.

Job responsibilities

• Own the firmwide Incident Management and Event Management process lifecycle, ensuring processes are controlled, documented, governed, maintained, and continuously improved across technology teams.
• Define, publish, and maintain policies, standards, procedures, and job aids for Incident/Event Management, including roles/responsibilities (RACI), workflow steps, and required artifacts/evidence.
• Establish and run process governance routines (review cadence, version control, approvals, exception handling, and stakeholder sign-off) to ensure consistent adoption and adherence.
• Own controls and audit readiness for Incident/Event Management by defining control objectives, evidence requirements, and quality checks; coordinate audit requests, walkthroughs, and remediation activities.
• Perform ongoing process compliance monitoring (not system monitoring) via KPI/KRI reporting, quality sampling, and control testing to identify gaps, emerging risks, and training needs.
• Partner with Production Support, SRE, engineering, infrastructure, and control functions to drive consistent execution of process requirements across lines of business and platforms.
• Administer and mature ServiceNow process enablement (required fields, categorizations, workflows, templates, knowledge/runbook linkage, and data quality standards) to support auditability and reporting.
• Lead continuous improvement initiatives (standardization, simplification, automation of process steps where appropriate, reduction of rework) and measure outcomes through defined metrics.
• Develop and deliver stakeholder communications and training materials to reinforce standards, improve execution quality, and ensure senior management visibility into process health, risk, and remediation status

Required qualifications, capabilities, and skills

• 3+ years of experience (or equivalent expertise) owning, governing, and maintaining firmwide Incident Management and Event Management processes within Production Support / Service Management operating models.
• Demonstrated ability to control, document, and maintain enterprise policies, standards, procedures, and job aids (including versioning, approvals, review cadence, and stakeholder sign-off).
• Strong understanding of ITIL-aligned practices with practical application across Incident, Event Process Management, including clear definitions, handoffs, and RACI ownership.
• Proven experience operating a process governance model: compliance routines, process health metrics (KPIs/KRIs), quality sampling, and corrective/preventive action tracking.
• Demonstrated knowledge of the risk and controls landscape, including control design/operation, evidence requirements, audit readiness, issue management, and remediation execution.
• Working knowledge of ServiceNow for process enablement and auditability (workflow requirements, mandatory fields, categorization standards, templates, knowledge/job aid linkage, and data quality).
• Strong ability to multitask and prioritize in high-pressure environments, balancing control obligations, remediation timelines, and stakeholder expectations with a results-oriented approach.
• Excellent written and verbal communication skills, including the ability to produce policy-quality documentation, deliver governance updates, and communicate effectively to senior management and control partners.
• Strong analytical capability to identify process gaps and trends (e.g., recurring breakdowns, non-compliance patterns, closure quality issues) and translate them into measurable improvements.
• Demonstrated ability to influence across teams and drive adoption through stakeholder management, training, and continuous improvement practices.
• Fluent in English

Preferred qualifications, capabilities, and skills

• Proficiency using AI enable tools as a daily productivity tool for maintaining process artifacts (templates, checklists, reporting scripts, documentation in repositories) and supporting repeatable governance.
• ITIL certification (e.g., ITIL Foundation or higher) with demonstrated practical application to Incident/Event Management process maturity.

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 our 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.