Propel operational success with your expertise in technology support and a commitment to continuous improvement.As a member of the Firmwide Process Management Team, you will be responsible for controlling, documenting, governing, maintaining, and improving firmwide policies, processes, procedures, and job aids related to Change Management, Problem Management, Incident Management, and Event Management.
This role focuses on ensuring operational resilience, managing risk effectively, and maintaining compliance with regulatory and audit requirements.You will leverage your expertise to manage critical data in accordance with governance frameworks while ensuring adherence to firm controls and audit standards.
Additionally, you will cross-train with process SMEs to provide support on process optimization as needed.Key ResponsibilitiesManage and mature firmwide ITSM processes across Change, Problem, Incident, and Event Management with a focus on risk mitigation, operational resilience, and regulatory complianceEnsure all change, problem, incident, and event management activities meet established governance standards and control requirementsMaintain comprehensive documentation and evidence to support audit and compliance initiatives across all ITSM processesCollaborate with cross-functional teams to identify, assess, and mitigate operational risksDrive process improvements that enhance service resilience, increase problem resolution rates, reduce incident recurrence, and minimize business impactMonitor and report on key risk indicators and compliance metrics related to ITSM processesSupport the implementation and enforcement of firmwide policies and procedures, including emergency change protocols and major incident proceduresRequired qualifications, capabilities, and skillsRisk Management:Demonstrated knowledge of risk and controls landscape, ensuring company-wide standards are metExperience identifying, documenting,



and mitigating operational and technology risks across the ITSM lifecycleAbility to assess process vulnerabilities and implement appropriate controlsExperience conducting root cause analysis and implementing preventive measuresResilience:Professional experience managing Change Management, Problem Management, Incident Management, Event Management, or Production Support in a corporate environmentProven track record of maintaining service continuity during critical incidents and change implementationExperience implementing resilience frameworks and business continuity practicesAbility to coordinate major incident response and post-incident reviewsCompliance:Strong understanding of governance frameworks and audit requirements across ITSM disciplinesExperience preparing for and supporting internal and external audits with comprehensive ITSM evidenceAbility to ensure adherence to regulatory standards, separation of duties, and firmwide policiesKnowledge of change authorization, problem resolution, and incident management compliance requirementsTechnical & Process Skills:Working knowledge of ServiceNow or similar ITSM platforms, including Change, Problem, and Incident Management modulesITIL certification preferred but not essentialExperience with process documentation, change advisory board (CAB) processes, problem management workflows, and continuous improvementUnderstanding of incident categorization, prioritization, and escalation proceduresInterpersonal Skills:Demonstrated ability to multitask and prioritize in high-pressure environments; results-orientedStrong oral and written communication skills, including the ability to effectively communicate with senior management during incidents, changes, and problem reviewsProven ability to influence stakeholders across multiple teams and facilitate approval processesExperience building relationships from both customer and technical perspectives in a integral organizationAbility to remain calm and focused during major incidents and coordinate cross-functional response teams
#J-*****-Ljbffr

📌 Itsm Professional – Incident, Problem, Change & Event Management (Buenos Aires)
🏢 Testing Site - JPMC
📍 Buenos Aires