JPMorgan Technology Support III- ServiceNow Business Analyst 

United States, New Jersey, Jersey City 

927868788

As a member of the IP Data Management Team, you’ll engage, contribute, and support the Data Management processes and procedures that drive our strategic initiatives across Incident, Problem and Change Management within the Configuration Management Database (CMDB) in the ServiceNow platform.

In this role you will be collaborating with various stakeholders to identify business needs and opportunities, defining requirements and solutions, and working on process improvement initiatives. You will also help maintaining the Operational Responsibilities defined across our Data Support Model. Also enabling automation to replace manual task performed across our organization.

Job Responsibilities

• Collaborate with stakeholders to identify business requirements and opportunities
• Develop and document business processes and workflows
• Facilitate requirements gathering sessions with stakeholders
• Create and maintain technical documentation
• Manage data within ServiceNow using the Common Services Data Model (CSDM)
• Provide daily support and maintain operations in ServiceNow for GTI Data Governance, including communicating with end users, analyzing data / trends, and escalating issues
• Create and maintain data management dashboards
• Continually adapt operations with the firm’s evolving data strategy, frequently onboarding and executing tactical processes while simultaneously building strategic solutions for process automation
• Partner with IP Incident, Problem and Change Process Leads to ensure optimal levels of support are maintained and delivered
• Manage data management BAU queues within the required SLA prioritizing work effectively so that critical data management outcomes are achieved
• Monitor and engage in development initiatives within ServiceNow that could change or impact the IP Data Management goals and priorities
• Support and test any ServiceNow releases that have impact to current Data Management workflow
• Have exemplary attitude towards delivering Customer Experience (Cx) as it relates to Data Management outcomes
• Help drive tool improvements in ‘how data is consumed’ and lead opportunities for the enhancement of data management integrations to optimize business benefit to firm

Role Qualifications, Capabilities and skills

• University Graduate with 2+ years’ experience in the financial services or related services industries
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Experience in ServiceNow CMDB or other Data Governance Practices is required
• Capable of working independently as a self-starter, and collaboratively within a team environment
• Excellent presentation and communication skills, both verbal and written
• Excellent analytical skills, especially using Microsoft Excel and Dashboards
• Ability to interface and work with multiple teams across regional boundaries and communication channels
• Demonstrated ability to interact and work effectively with stakeholders across large organizations
• High tolerance for ambiguity matched with a desire to create structure and drive results

Preferred Qualifications, Capabilities and Skills

• AI & ML experience is a plus