ITSM Event Process Management Sr Associate

Propel process success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III - Event Process Management team member in Infrastructure Platforms you will ensure to Control Document Govern Maintain and Improve the Firmwide Policies / Process / Procedures and Job Aids in relation to Incident Management Event Management. Encourage a culture of continuous improvement.

Job responsibilities

• Own the firmwideIncident ManagementandEvent Managementprocess lifecycle ensuring processes arecontrolled documented governed maintained and continuously improvedacross technology teams.
• Define publish and maintainpolicies standards procedures and job aidsfor Incident/Event Management including roles/responsibilities (RACI) workflow steps and required artifacts/evidence.
• Establish and run process governance routines (review cadence version control approvals exception handling and stakeholder sign-off) to ensure consistent adoption and adherence.
• Owncontrols and audit readinessfor Incident/Event Management by defining control objectives evidence requirements and quality checks; coordinate audit requests walkthroughs and remediation activities.
• Perform ongoingprocess compliance monitoring(not system monitoring) via KPI/KRI reporting quality sampling and control testing to identify gaps emerging risks and training needs.
• Partner with Production Support SRE engineering infrastructure and control functions to drive consistent execution of process requirements across lines of business and platforms.
• Administer and matureServiceNow process enablement(required fields categorizations workflows templates knowledge/runbook linkage and data quality standards) to support auditability and reporting.
• Lead continuous improvement initiatives (standardization simplification automation of process steps where appropriate reduction of rework) and measure outcomes through defined metrics.
• Develop and deliver stakeholder communications and training materials to reinforce standards improve execution quality and ensure senior management visibility into process health risk and remediation status

Required qualifications capabilities and skills

• 3 yearsof experience (or equivalent expertise) owning governing and maintaining firmwideIncident Management and Event Managementprocesses within Production Support / Service Management operating models.
• Demonstrated ability tocontrol document and maintainenterprise policies standards procedures and job aids (including versioning approvals review cadence and stakeholder sign-off).
• Strong understanding ofITIL-alignedpractices with practical application acrossIncident Event Process Management including clear definitions handoffs and RACI ownership.
• Proven experience operating aprocess governance model: compliance routines process health metrics (KPIs/KRIs) quality sampling and corrective/preventive action tracking.
• Demonstrated knowledge of therisk and controls landscape including control design/operation evidence requirements audit readiness issue management and remediation execution.
• Working knowledge ofServiceNowfor process enablement and auditability (workflow requirements mandatory fields categorization standards templates knowledge/job aid linkage and data quality).
• Strong ability tomultitask and prioritize in high-pressure environments balancing control obligations remediation timelines and stakeholder expectations with a results-oriented approach.
• Excellentwritten and verbal communicationskills including the ability to produce policy-quality documentation deliver governance updates and communicate effectively tosenior managementand control partners.
• Strong analytical capability to identifyprocess gaps and trends(e.g. recurring breakdowns non-compliance patterns closure quality issues) and translate them into measurable improvements.
• Demonstrated ability to influence across teams and drive adoption throughstakeholder management training and continuous improvement practices.
• Fluent in English

Preferred qualifications capabilities and skills

• Proficiency usingAI enable toolsas a daily productivity tool for maintaining process artifacts (templates checklists reporting scripts documentation in repositories) and supporting repeatable governance.
• ITIL certification (e.g. ITIL Foundation or higher) with demonstrated practical application to Incident/Event Management process maturity.