ServiceNow Production Support Analyst - Associate - Hybrid Working

JP Morgan

Location: Dorset

Job Type: Full time


About J.P. Morgan Corporate & Investment Bank
J.P. Morgan’s Corporate & Investment Bank (CIB) is a global leader in Banking. The world’s corporations, governments and institutions entrust us with their business in more than 100 countries. The Corporate & Investment Bank supports our clients around the world providing strategic advice, raising capital and managing risk.

The Global Change Management (GCM) team is part of Corporate & Investment Banking’s Production Management organization and is responsible for managing and governing the 9,000+ monthly changes across 2,200+ applications in the CIB production environment. Delivering change at this scale requires our team to interact directly with colleagues across the CIB including senior leaders within our Application Development, Production Management, Risk and Control, and Global Infrastructure teams. We are constantly searching for innovative processes and solutions that enable a frictionless experience for delivering automated changes to production faster with minimal overhead.

Who are we hiring?

The successful candidate will have experience performing in a global environment will be a distinct advantage. You must enjoy creating and maintaining strong relationships with key stakeholders. You’ll be someone who loves to make things happen, has excellent communication and engagement skills, and is passionate about driving change. This is a fantastic opportunity to join team managing the delivery of a major strategic program impacting all Lines of Business.

You will:

  • Be responsible for supporting the delivery of global products as part of the CIB Global Change Management organization
  • Partner with other program work streams and key stakeholders from across all Lines of Business as you drive change across the organization
  • Proactively identify risks, address issues, and support mitigation strategies to ensure they do not impede progress
  • Uphold and champion firm-wide and organizational policies, procedures, and standards
  • Assists with identification of key stakeholder groups that will be impacted by the transition to a Service Now solution
  • Helps to develop and refine the engagement and communication approach and plan for impacted groups
  • Responsible for supporting end user ServiceNow requests and proactively managing data Hygiene and Integrity

Key Responsibilities:

We are looking for a hands-on technical solution owner with experience working in a fast paced, high-pressured environment, ideally within financial services or large-scale technology firms.

  • You will be able to bring the energy and commitment needed to drive solutions forward to achieve success
  • You are equally proficient at defining use cases and explaining the outcomes required to our technologists / executive leadership in order to enhance the business benefit.
  • You proactively seek training and knowledge related to the product domain, leveraging that knowledge to build credibility with key stakeholders
  • You can operate effectively in highly matrixed and geographically distributed organizations
  • You have a proactive mindset to look out for improvement opportunities to reduce toil and maximize efficiency
  • Leverage internal social platforms and technology communities to stimulate a culture of dialogue and shared learning across the organization to celebrate success, and share knowledge and experiences
  • Support the development of the training approach, plan and material, and the rollout to stakeholders
  • Instill pride in the team by showcasing key achievements, and bringing the value proposition to life
  • Excellent communication and presentation skills (verbal and written)
  • Confidence in creating strong partnerships and building influence with key stakeholders within and external to CIB
  • Functional expertise in IT Service Management disciplines and/or the Service Now product

Qualifications and Experience

  • ITIL 4 Foundation
  • Technical experience/background in application development, infrastructure, or production management support.
  • Experience identifying, driving, and managing Project scope
  • Proven ability to meet deadlines and work in a fast-paced team environment
  • Experience operating within the full software delivery lifecycle and practical experience with multiple software delivery methodologies.
  • Ability to learn new technologies or technology concepts quickly
  • Strong data analytics skills and ability to consolidate data from multiple sources
  • A client-focused and team-oriented mindset
  • Exceptional verbal and written communication skills, including executive management presentations
  • Experience in advanced Excel and Alteryx.
  • Functional expertise in Service Management disciplines and/or the ServiceNow product
  • Strong team player - extensive experience of working in, influencing and supporting global teams across multiple regions and countries, enabling a ‘one team’ culture and a positive working environment, respecting the cultures and capabilities across locations
  • Excellent problem-solving skills, ability to quickly broker solutions and resolve conflict situations
  • Ability to effectively advise, partner and collaborate with executive team members and peers in order to execute on engagement plans.
You’ve got this!