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 firmwide Incident Management and Event Management process lifecycle, ensuring processes are controlled, documented, governed, maintained, and continuously improved across technology teams.

• Define, publish, and maintain policies, standards, procedures, and job aids for 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.

• Own controls and audit readiness for Incident/Event Management by defining control objectives, evidence requirements, and quality checks; coordinate audit requests, walkthroughs, and remediation activities.

• Perform ongoing process 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 mature ServiceNow 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+ years of experience (or equivalent expertise) owning, governing, and maintaining firmwide Incident Management and Event Management processes within Production Support / Service Management operating models.

• Demonstrated ability to control, document, and maintain enterprise policies, standards, procedures, and job aids (including versioning, approvals, review cadence, and stakeholder sign-off).

• Strong understanding of ITIL-aligned practices with practical application across Incident, Event Process Management, including clear definitions, handoffs, and RACI ownership.

• Proven experience operating a process governance model: compliance routines, process health metrics (KPIs/KRIs), quality sampling, and corrective/preventive action tracking.

• Demonstrated knowledge of the risk and controls landscape, including control design/operation, evidence requirements, audit readiness, issue management, and remediation execution.

• Working knowledge of ServiceNow for process enablement and auditability (workflow requirements, mandatory fields, categorization standards, templates, knowledge/job aid linkage, and data quality).

• Strong ability to multitask and prioritize in high-pressure environments, balancing control obligations, remediation timelines, and stakeholder expectations with a results-oriented approach.

• Excellent written and verbal communication skills, including the ability to produce policy-quality documentation, deliver governance updates, and communicate effectively to senior management and control partners.

• Strong analytical capability to identify process 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 through stakeholder management, training, and continuous improvement practices.

• Fluent in English

Preferred qualifications, capabilities, and skills

• Proficiency using AI enable tools as 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.