Technology Support Lead

J.P. Morgan; New York (NY); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health benefits

On-site wellness centers

Retirement savings plan

Tuition reimbursement

Mental health support

Job summary

JPMorganChase in New York seeks a Change Management Process Architect to design, orchestrate, and continuously improve end-to-end change across Operations. You will own governance of the change lifecycle and the uplift tooling ecosystem, acting as a trusted advisor to senior stakeholders and translating data into actionable decisions.

You will identify friction, drive adoption of new technology, and manage requirements by capturing requests, writing user stories, and maintaining a prioritized

Qualifications

• Formal training or certification with 5+ years of experience in change management, release/governance, and process design in a complex organization.
• Proven ability to serve as strategic partner and trusted advisor with data-driven decision making.
• Strong facilitation and presentation skills for senior audiences and diverse end-user populations.
• Experience writing user stories, acceptance criteria, and managing enhancement backlogs.

Responsibilities

• Design and run change management architecture governing planning, testing, communication, and adoption across Operations.
• Establish and manage end-to-end defect lifecycle controls with transparency across releases.
• Own governance and standards for the change tooling ecosystem (e.g., ServiceNow).
• Coordinate operational readiness across people, processes, controls, and runbooks for production readiness.
• Identify and remove process friction; drive automation where appropriate.
• Lead stakeholder engagement sessions, develop training plans, and communicate changes to cross-functional teams.
• Evaluate adoption of emerging technology with governance and durable operations.
• Define and report change governance metrics and drive continuous improvements.

Skills

Change management

Governance

Process design

Operations management

Stakeholder engagement

Data-driven decision making

JIRA/Azure DevOps

Confluence

PowerPoint

Tools

JIRA/Azure DevOps

Confluence

Excel/Sheets

PowerPoint

Job description

Join us to shape the future of change management within Cyber Security and Technology Controls. You will have the opportunity to design and implement effective change processes that safeguard critical data and empower our teams to excel in a dynamic environment. Your expertise will help us maintain rigorous change control standards and foster a culture of resilience and collaboration. At JPMorganChase, you can grow your career while making a meaningful impact. We value your passion for process excellence and commitment to driving successful organizational change.

As a Change Management Process Architect, you will design, orchestrate, and continuously improve the end-to-end change approach across Operations- ensuring changes are planned, tested, communicated, and adopted safely and effectively. You will own governance for both the change lifecycle and the uplift tooling ecosystem, act as a trusted advisor to senior stakeholders, and use data to facilitate decision-making that appropriately balances delivery speed with risk and control requirements. You will also identify and remove process friction, and drive controlled adoption of emerging technology that improves operational readiness and durable change outcomes.

Job responsibilities

• Design and run change management process architecture that governs how operational changes are planned, tested, communicated, and adopted across Operations (end-to-end lifecycle: intake readiness release stabilization).
• Establish and manage end-to-end issue/defect lifecycle controls (triage, prioritization, ownership, SLAs, remediation tracking, and clear exit/closure criteria) while driving defect validation and quality control by coordinating retest/verification with Technology and Operations, maintaining transparent defect status reporting, and providing release readiness views across releases.
• Own governance and standards for the change tooling ecosystem (e.g., Service Now), including usage expectations, taxonomy/metadata consistency, reporting integrity, and controls that enable auditable, repeatable execution.
• Orchestrate operational readiness across people, process, controls, capacity, and runbooks to ensure production readiness and safe adoption for impacted Operations teams.
• Identify, analyze, and eliminate process friction across the change lifecycle through practical innovation (simplifying workflows, improving routing/decisioning, and enabling automation where appropriate).
• Lead stakeholder engagement and facilitation by planning and running working sessions, walkthroughs, and town halls; present change impacts, plans, risks, dependencies, and decisions to cross-functional and senior audiences. Deliver role-based communications and training by developing communication plans, coordinating training content and schedules, and establishing feedback loops to improve understanding and adoption.
• Evaluate and drive adoption of emerging technology to strengthen change execution, learning, and adoption measurement, ensuring innovations are implemented with appropriate governance, controls, and operational durability. Manage enhancement intake and requirements by capturing requests, translating needs into user stories/acceptance criteria, maintaining a prioritized backlog, and aligning delivery to business outcomes.
• Apply escalation discipline by assessing severity/impact, escalating appropriately, and preparing decision-ready materials with data, options, and recommendations. Define and report change governance metrics (defect leakage, training coverage, adoption/usage, change success rates) and drive continuous improvements to standards, templates, and playbooks.

Required qualifications, capabilities, and skills

• Formal Training or certification with 5+ years of experience in change management, release/change governance, process design, and/or Operations within a complex, matrixed organization.
• Demonstrated issue and defect management experience across the full lifecycle, including triage, prioritization, remediation tracking, and retest/verification coordination with Technology and Operations.
• Demonstrated ability to serve as a strategic partner and trusted advisor, facilitating decisions with clear options, data-driven insights, and a strong risk-and-controls mindset.
• Proven ability to identify and remove process friction using creativity and continuous-improvement thinking, translating insights into practical, scalable process and tooling enhancements.
• Strong facilitation and presentation skills, including comfort presenting to large audiences and engaging senior stakeholders. Proven ability to build and execute communications and training plans tailored to diverse end-user populations and operational roles.
• Requirements and backlog management capability, including writing user stories and acceptance criteria and managing prioritized enhancement pipelines.
• Sound judgment and situational awareness, including when/how to elevate and how to drive timely resolution across cross-functional teams.
• Analytical and tool proficiency with common tracking and productivity tools (e.g., JIRA/Azure DevOps, Confluence, Excel/Sheets, PowerPoint). Demonstrated curiosity and comfort adopting new tools and technologies, with the ability to translate new capabilities into controlled, consistent operational usage.

Preferred qualifications, capabilities, and skills

• Certifications such as Prosci Change Management, ITIL Foundation, or equivalent.
• Experience supporting Operations in regulated, large-scale enterprises (e.g., financial services, fintech, healthcare).
• Exposure to ServiceNow (Change/Incident/Problem) and/or formal release governance frameworks.
• Digital adoption platform, including content lifecycle management and analytics/insights.
• Familiarity with risk and control frameworks and operational resiliency practices.

#CTC

JPMorganChase, 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

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. Lead technology teams in enhancing operational stability and performance in a top-tier financial firm.