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 tec...