Job Description

Propel process success with your expertise in technology support and a commitment to 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 outcomes through defined metrics.
- Develop and deliver stakeholder communications and training materials to reinforce standards, improve execution quality, and ensure senior management visibility into process health, risk, and remediation status.

Required Qualifications, Capabilities, And Skills
- 3+ years of experience (or

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