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 (e.g., 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 (e.g., defect leakage, training coverage, adoption/usage, change success rates) and drive continuous improvements to standards, templates, and playbooks.
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 escalate 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.
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
About UsWe 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
Skills Required
- 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.
- Experience managing issues and defects across the full lifecycle, including triage, prioritization, remediation tracking, and retest or verification coordination.
- Ability to serve as a strategic partner and trusted advisor using clear options, data-driven insights, and a strong risk-and-controls mindset.
- Ability to identify and remove process friction through continuous improvement and scalable process or tooling enhancements.
- Strong facilitation and presentation skills, including presenting to large audiences and engaging senior stakeholders.
- Ability to build and execute communications and training plans for diverse end-user populations and operational roles.
- Requirements and backlog management experience, including writing user stories and acceptance criteria and managing prioritized enhancement pipelines.
- Sound judgment and situational awareness regarding escalation and cross-functional resolution.
- Proficiency with tracking and productivity tools such as JIRA, Azure DevOps, Confluence, Excel or Sheets, and PowerPoint.
- Curiosity and comfort adopting new tools and technologies and translating new capabilities into controlled operational usage.
- Prosci Change Management certification, ITIL Foundation certification, or equivalent.
- Experience supporting Operations in regulated, large-scale enterprises such as financial services, fintech, or healthcare.
- Exposure to ServiceNow Change, Incident, or Problem Management and formal release governance frameworks.
- Experience with digital adoption platforms, content lifecycle management, and analytics or insights.
- Familiarity with risk and control frameworks and operational resiliency practices.
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Health coverage is considered comprehensive, including medical, dental, and vision, alongside wellness and mental health resources. Some locations add onsite health centers and related wellbeing support.
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Retirement Support — Retirement offerings include a 401(k)-type savings plan and related financial benefits, with options such as employee stock purchase participation. Financial planning resources are also highlighted to support long-term savings.
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Parental & Family Support — Paid parental leave of 16 weeks for birth or adoption is available for all parents. Child care and back-up child care resources further reinforce family support.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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