Job Description As an experienced Infrastructure Support professional, your relentless dedication to innovation will have a positive ripple effect on both innovation and the people who make it. You'll use your critical thinking skills to establish the team's functional goals and set priorities and objectives that align with our overall strategy.
As a Change Management Continuous Improvement Manager in Global Technology Infrastructure (GTI), you will be responsible for providing thought leadership on Change Management process and toolset to find opportunities to streamline the user experience, improve the risk posture, provide efficiency in governance, improved analytics as an area of focus. You will actively participate in defining outcomes, use cases, reviewing stories created to document functionality changes, assist in complex testing and assisting with communication to users as improvements are made. Each improvement should drive an even more efficient, controlled and valuable IT organization. The scope is firm-wide and its value proposition is that each implemented improvement helps drive efficiencies, improved controls, improved analytics, streamlined user experience and many other potential benefits depending on the type of improvement implemented.
Additionally, you will be responsible for the review and analysis of the standardized Change Management metrics for Global Technology for the purpose of process reviews, governance process improvements and information sharing with the lines of business within Global Technology Infrastructure. You will be responsible for the hygiene of these metrics as well as the corresponding closure compliance for category of change.
Finally, you will work with the Global Technology ServiceNow Data Management function to support the GTI data requirements for ServiceNow, including interlock with GTI towers and Service/Product Owners to develop the appropriate ITIL role-based technology teams and group structures to support GTI products and services.
This role requires a wide variety of strengths and capabilities, including:

• BS/BA degree or equivalent experience
• 5+ years of experience applying change management and associated ITSM principles, methodologies, and tools towards technology solutions.
• Highly organized, energetic, forward-planning and creative technology professional
• Advanced knowledge of risk and controls landscape, ensuring company-wide standards are met
• Able to handle ambiguity and can be flexible in their approach while understanding the audit, risk, and stability guidelines that protect the firm
• Strong analytical and problem-solving skills
• Interactive knowledge of ServiceNow as well as Data that supports ITSM processes, especially CMDB/Verum/Seal/AppLE and other systems of record
• An influential communicator, who has an impactful presence and can easily simplify messaging
• Ability to set and drive the business' strategic direction to deliver technology that meets internal and external needs

The ideal Change Management candidate will have a demonstrated track record of:

• Comprehending detailed technical updates and translating them into consumable insights for non-technical teams
• Understanding of Change Management methodologies and interaction with other ITSM processes.
• Ability to influence at all levels to ensure conformance to process while supporting new initiatives and developing new strategies based on ever-changing technologies.
• Creating clear, compelling communication materials with a cohesive framework, including job aids; management communications; and other service-oriented messages
• Ability to work with rapidly changing requirements and directions
• Working with data to drive outcomes and results.

Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive
When you work at JPMorgan Chase & Co., you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.
At JPMorgan Chase & Co. we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you
About Us JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Full vaccination is a requirement for this role for new hires joining JPMorgan Chase. Additional requirements include sharing information including your vaccine card in the firm's vaccine record tool and may include mask wearing and social distancing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Note: The requirement to be fully vaccinated to be hired for this role does not apply to roles with a work location in Arkansas, Florida, Iowa, Montana, and Tennessee. For applicants to these roles, JPMorgan Chase will consider all qualified applicants regardless of vaccination status, due to state and local laws.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Global Technology Infrastructure group is a team of innovators who love technology as much as you do. Together, you'll use a disciplined, innovative and a business focused approach to develop a wide variety of high-quality products and solutions. You'll work in a stable, resilient and secure operating environment where you-and the products you deliver-will thrive.
High Risk Roles (HRR) are sensitive roles within the technology organization that require high assurance of the integrity of staff by virtue of 1) sensitive cybersecurity and technology functions they perform within systems or 2) information they receive regarding sensitive cybersecurity or technology matters. Users in these roles are subject to enhanced pre-hire screening which includes both criminal and credit background checks (as allowed by law). The enhanced screening will need to be successfully completed prior to commencing employment or assignment.