ITSM Lead: Change, Incident, Problem & Event Management

Testing Site - JPMC; Buenos Aires; On-site; ARS 1,500,000 - 2,100,000; Full time

Job summary

Testing Site - JPMC is seeking a driven ITSM risk and resilience professional to govern Change, Problem, Incident, and Event Management. You will build and maintain firmwide policies, procedures, and job aids, ensuring regulatory compliance and audit readiness.

The role emphasizes risk-based controls, documentation, and cross-functional collaboration to improve service resilience and incident response across global teams.

Qualifications

• Experience in risk and controls across ITSM lifecycle.
• Experience documenting and mitigating operational/technology risks.
• Ability to conduct root cause analysis.
• Experience with audits and compliance evidence.
• Knowledge of ITSM processes (Change, Problem, Incident, Event).

Responsibilities

• Manage and mature firmwide ITSM processes with focus on risk mitigation, operational resilience, and regulatory compliance.
• Ensure governance standards and control requirements for ITSM activities.
• Maintain documentation and evidence for audit and compliance across all ITSM processes.
• Collaborate with cross-functional teams to identify, assess, and mitigate operational risks.
• Drive process improvements that enhance service resilience, increase problem resolution rates, reduce incident recurrence, and minimize business impact.
• Monitor and report on key risk indicators and compliance metrics related to ITSM processes.
• Support the implementation and enforcement of firmwide policies and procedures, including emergency change protocols and major incident procedures.

Skills

Risk management

Governance

Root cause analysis

Audit support

Stakeholder management

Tools

ServiceNow

Job description

Testing Site - JPMC is seeking a driven ITSM risk and resilience professional to govern Change, Problem, Incident, and Event Management. You will build and maintain firmwide policies, procedures, and job aids, ensuring regulatory compliance and audit readiness.

The role emphasizes risk-based controls, documentation, and cross-functional collaboration to improve service resilience and incident response across global teams.