Technology Support Lead

Join us to shape the future of change management within Cyber Security and Technology Controls. You will have the opportunity to design and implement effective change processes that safeguard critical data and empower our teams to excel in a dynamic environment. Your expertise will help us maintain rigorous change control standards and foster a culture of resilience and collaboration. At JPMorganChase, you can grow your career while making a meaningful impact. We value your passion for process excellence and commitment to driving successful organizational change.

As a Change Management Process Architect, you will design, orchestrate, and continuously improve the end-to-end change approach across Operations- ensuring changes are planned, tested, communicated, and adopted safely and effectively. You will own governance for both the change lifecycle and the uplift tooling ecosystem, act as a trusted advisor to senior stakeholders, and use data to facilitate decision-making that appropriately balances delivery speed with risk and control requirements. You will also identify and remove process friction, and drive controlled adoption of emerging technology that improves operational readiness and durable change outcomes.

Job responsibilities

• Design and run change management process architecture that governs how operational changes are planned, tested, communicated, and adopted across Operations (end-to-end lifecycle: intake → readiness → release → stabilization).

• Establish and manage end-to-end issue/defect lifecycle controls (triage, prioritization, ownership, SLAs, remediation tracking, and clear exit/closure criteria) while driving defect validation and quality control by coordinating retest/verification with Technology and Operations, maintaining transparent defect status reporting, and providing release readiness views across releases.

• Own governance and standards for the change tooling ecosystem (e.g., Service Now), including usage expectations, taxonomy/metadata consistency, reporting integrity, and controls that enable auditable, repeatable execution.

• Orchestrate operational readiness across people, process, controls, capacity, and runbooks to ensure production readiness and safe adoption for impacted Operations teams.

• Identify, analyze, and eliminate process friction across the change lifecycle through practical innovation (e.g., simplifying workflows, improving routing/decisioning, and enabling automation where appropriate).

• Lead stakeholder engagement and facilitation by planning and running working sessions, walkthroughs, and town halls; present change impacts, plans, risks, dependencies, and decisions to cross-functional and senior audiences. Deliver role-based communications and training by developing communication plans, coordinating training content and schedules, and establishing feedback loops to improve understanding and adoption.

• Evaluate and drive adoption of emerging technology to strengthen change execution, learning, and adoption measurement, ensuring innovations are implemented with appropriate governance, controls, and operational durability. Manage enhancement intake and requirements by capturing requests, translating needs into user stories/acceptance criteria, maintaining a prioritized backlog, and aligning delivery to business outcomes.

• Apply escalation discipline by assessing severity/impact, escalating appropriately, and preparing decision-ready materials with data, options, and recommendations. Define and report change governance metrics (e.g., defect leakage, training coverage, adoption/usage, change success rates) and drive continuous improvements to standards, templates, and playbooks.

Required qualifications, capabilities, and skills

• Formal Training or certification with 5+ years of experience in change management, release/change governance, process design, and/or Operations within a complex, matrixed organization.

• Demonstrated issue and defect management experience across the full lifecycle, including triage, prioritization, remediation tracking, and retest/verification coordination with Technology and Operations.

• Demonstrated ability to serve as a strategic partner and trusted advisor, facilitating decisions with clear options, data-driven insights, and a strong risk-and-controls mindset.

• Proven ability to identify and remove process friction using creativity and continuous-improvement thinking, translating insights into practical, scalable process and tooling enhancements.

• Strong facilitation and presentation skills, including comfort presenting to large audiences and engaging senior stakeholders. Proven ability to build and execute communications and training plans tailored to diverse end-user populations and operational roles.

• Requirements and backlog management capability, including writing user stories and acceptance criteria and managing prioritized enhancement pipelines.

• Sound judgment and situational awareness, including when/how to escalate and how to drive timely resolution across cross-functional teams.

• Analytical and tool proficiency with common tracking and productivity tools (e.g., JIRA/Azure DevOps, Confluence, Excel/Sheets, PowerPoint). Demonstrated curiosity and comfort adopting new tools and technologies, with the ability to translate new capabilities into controlled, consistent operational usage.

Preferred qualifications, capabilities, and skills

• Certifications such as Prosci Change Management, ITIL Foundation, or equivalent.

• Experience supporting Operations in regulated, large-scale enterprises (e.g., financial services, fintech, healthcare).

• Exposure to ServiceNow (Change/Incident/Problem) and/or formal release governance frameworks.

• Digital adoption platform, including content lifecycle management and analytics/insights.

• Familiarity with risk and control frameworks and operational resiliency practices.

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