JOB DESCRIPTION

Propel process success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III - Event Process Management team member in Infrastructure Platforms, you will ensure to Control, Document, Govern, Maintain and Improve the Firmwide Policies / Process / Procedures and Job Aids in relation to Incident Management, Event Management. Encourage a culture of continuous improvement.

Job responsibilities
- Own the firmwide Incident Management and Event Management process lifecycle, ensuring processes are controlled, documented, governed, maintained, and continuously improved across technology teams.
- Define, publish, and maintain policies, standards, procedures, and job aids for Incident/Event Management, including roles/responsibilities (RACI), workflow steps, and required artifacts/evidence.
- Establish and run process governance routines (review cadence, version control, approvals, exception handling, and stakeholder sign-off) to ensure consistent adoption and adherence.




- Own controls and audit readiness for Incident/Event Management by defining control objectives, evidence requirements, and quality checks; coordinate audit requests, walkthroughs, and remediation activities.
- Perform ongoing process compliance monitoring (not system monitoring) via KPI/KRI reporting, quality sampling, and control testing to identify gaps, emerging risks, and training needs.
- Partner with Production Support, SRE, engineering, infrastructure, and control functions to drive consistent execution of process requirements across lines of business and platforms.
- Administer and mature ServiceNow process enablement (required fields, categorizations, workflows, templates, knowledge/runbook linkage, and data quality standards) to support auditability and reporting.
- Lead continuous improvement initiatives (standardization, simplification, automation of process steps where appropriate, reduction of rework) and measure outco

📌 ITSM - Event Process Management Sr Associate (Buenos Aires)
🏢 JPMorganChase
📍 Buenos Aires