HR Knowledge Management Technical Writer - Senior Associate

Job Description
Join our dynamic HR Controls team where you will spearhead the transformation of HR Standard Operating Procedures using cutting-edge tools like ServiceNow and LLM prompts. Elevate your career by conducting impactful training sessions and supporting global records management initiatives!
As a Business Analysis Senior Associate in the HR Knowledge Management team, you will be responsible for the creation, maintenance, and enhancement of HR Standard Operating Procedures (SOPs) within the established document management repository and workflow management tool (ServiceNow). You will act as a primary contact for SOP development, ensuring they align with Firmwide Procedures Standards and you will oversee large-scale migrations of SOPs from start to finish, including project scoping and analysis, while utilizing LLM prompts to advance efficiencies. Additionally, you will be tasked with developing and conducting training sessions as necessary, participating in and facilitating working sessions, and supporting the centralized Records Management Global Steward for Controls and Infrastructure. You will also work closely with Subject Matter Experts (SMEs), Business Partners, Control Managers, Product Owners, and Change Readiness Managers in the development and review of SOPs.
Job Responsibilities

• Develop and maintain HR SOPs within the document management repository and workflow management tool (ServiceNow), providing writing and editing support to HR teams.
• Revise or create procedures based on documentation provided by business and product owners, collaborating with SMEs to ensure procedures accurately reflect current operational processes.
• Partner with the Knowledge Management Manager, Control Managers, and the office of Legal Obligations (OLO) program to ensure documents are accurately aligned as required.
• Manage large migrations of SOPs stored locally on SharePoint sites, shared drives, and desktops, providing project scoping, planning, and analysis throughout the migration lifecycle.
• Utilize LLM prompts to advance efficiencies in SOP creation and maintenance.
• Maintain the online repository, posting new or updated procedures, and ensuring document properties are maintained correctly for accurate reporting.
• Balance conflicting demands to support expected work and urgent requests, escalating issues related to clients, workload, tools, and processes.
• Manage BAU queues and requests, approvals to completion, annual certification workflows, communications, and ownership groups within the document management repository.
• Manage user access for ServiceNow, HR Control SharePoint Sites, and Shared Drives control library permissions, setting permissions as needed.
• Manage relationships with internal clients and partners, providing consulting as needed, and complete routine administration tasks, including attending meetings, fulfilling training requirements, and reporting to management or clients as requested.
• Prepare weekly status reports, monthly Business Review reports, and Product and Risk Control Meeting content and provide additional support to the Knowledge Management Manager as required.

Required qualifications, capabilities, and skills

• Bachelor's degree and 4+ years of experience managing SOPs and related content.
• Strong logic and analysis skills, with an emphasis on procedure writing.
• Critical thinking capabilities to determine logical next steps and follow-up, with tactical skills to work quickly and efficiently.
• Knowledge of SharePoint tools, including workflows and SharePoint forms for tasks.
• Continuous improvement mindset, passion for improving systems and processes and ability to manage and execute projects flawlessly.
• Proven ability to thrive in ambiguous work environments with conflicting priorities and demands and prioritize multiple assignments while maintaining high quality.
• Ability to quickly grasp job function mechanics and synthesize new knowledge into existing parameters.
• Strong communication skills with all levels of employees and management, including end-users, project teams, operation managers, and control managers.
• Strong time management, problem-solving, and prioritization skills with the ability to make independent decisions based on known criteria.
• Basic understanding of structured writing techniques, templates, style guides, and file management with the awareness of and ability to use technical writing conventions and methodologies, such as information mapping.

Preferred qualifications, capabilities, and skills

• Understanding of ServiceNow workflows, change readiness communications, intake queue management and case work

Additional Information
Applicants must be authorized to work for any employer in the U.S. We are not able to provide immigration sponsorship or take over sponsorship of an employment Visa at this time. Final Job Grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hiring.
About Us
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
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.
Human Resources plays a critical role in driving the employee experience, shaping the firm's culture and building a diverse and inclusive workforce. We are a strategic partner to the business - working with leaders across the firm to hire, develop and retain the best people and help meet business goals. Together, we foster a work environment in which our people are supported, feel like they belong and are able to make an impact through their work. We develop and deliver a suite of products and services that help make JPMorgan Chase an employer of choice and drive our business forward.