Job Description The Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors, with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and solutions we provide are critical to both our and our clients' success.
As a member of our Production and Infrastructure Management group, you will be part of the Transformation team responsible for re-imagining and implementing a modern technology service desk operating model on the ServiceNow platform. ServiceNow is a multi-year program that, over time, will replace a number of legacy tools and applications delivering a single, firm wide, fully integrated platform for managing IT Service Management processes and tasks (Incident, Request, Knowledge, Problem, Change, etc.).
The Service Management Analyst will be a key player in the successful delivery of the Commercial Bank Technology's Service Desk transformation program. In this role you will be responsible for working with the management team to mature the Service Desk and Alyx, the firm's virtual agent (chatbot). You must be comfortable with data mining, using root cause analysis to understand trends / patterns and devising plans to mature our delivery of support service, providing transparency to stakeholders around expected business outcomes.
In this role, you will work closely with end users, operations and software engineers focused on creating innovative and resilient solutions that advance businesses and careers. You will lead projects with the Service Desk staff to enhance focused support areas (virtual agent, workflows, knowledge, templates, CSI). You will work with others on our existing Transformation team to add capabilities based on discovery with stakeholders. You will join an inspiring and curious team of technologists dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. You must be able to navigate business and technology team structures and efficiently communicate to stakeholders to help drive the Service Desk transformation program deliverables and objectives.
Understanding and experience with service management principles and processes (incident and knowledge management) is critical, as is the ability to create business flow diagrams conveying problem and process discovery information. A keen desire to learn is required, as much of this role will evolve based on the needs of the business. Willingness to obtain and document customer feedback will be required, helping us to develop a consistent pulse for our user community and provide them with communication on our support processes. And best of all, you will be working and sharing ideas with our global team of technologists from around the world.
Qualifications
This role requires a wide variety of strengths and capabilities, including:

• BS/BA is required
• 7+ years of experience within a technology environment is required
• Proven analytical capabilities and evidence of an inquisitive mind-set
• Experience with data analysis and reporting
• Previous experience in service management processes
• Previous experience with ServiceNow, or comparable platform
• Previous experience with JIRA, or comparable platform
• Previous experience with Splunk, or comparable platform
• Experience with virtual agent (chatbot) technology and an understanding of Natural Language Processing (NLP)
• Experience with the Agile methodology and the general software lifecycle, end to end testing and the development of training materials and user guides

• Ability to collaborate with high-performing teams, and individuals throughout the firm, to accomplish common goals.
• Key stakeholder management experience: communications, requirements and educational facets.
• Ability to communicate at a senior level with minimal oversight of material preparation required
• ITIL Foundations v3

Industry

• Information Technology and Services
• Computer Software
• Financial Services

About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Full vaccination is a requirement for this role for new hires joining JPMorgan Chase. Additional requirements include sharing information including your vaccine card in the firm's vaccine record tool and may include mask wearing and social distancing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Note: The requirement to be fully vaccinated to be hired for this role does not apply to roles with a work location in Arkansas, Florida, Iowa, Montana, and Tennessee. For applicants to these roles, JPMorgan Chase will consider all qualified applicants regardless of vaccination status, due to state and local laws.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and the solutions we provide is critical to both our and our clients' success.