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JPMorgan Chase & Co.
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738 JPMorgan Chase & Co. Jobs
Service Desk & Transformation Manager
10-12 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Service Desk & Transformation Manager
JPMorgan Chase & Co.
posted 2d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Manage 3 local Transformation teams (in partnership with their international managers)
- Support the core applications and provide application guidance to users
- Perform User Acceptance Testing for Navigator application; and
- Perform product development for Navigator application
- Ensure that all Service Requests/customer issues are handled in a timely and appropriate manner
- Manage monthly metrics and drive projects which produce increased customer satisfaction, and make sure these align to the yearly goals/objectives
- Protects the firm by applying sound risk management protocols and adhering to regulatory requirements
- Recognize events or issues that require group management involvement
- Raise issues to management in a timely and effective manner as appropriate and takes ownership of escalated client issues and leverages the appropriate resources to champion results
- Seek out additional process improvement and integration opportunities proactively
- Knowledge on Incident management, Knowledge Problem management
- The incumbent must be highly organized and able to manage multiple tasks.
- 10+ years of proven customer service experience to include proven problem resolution experience.
- Previous experience in service management processes, e.g., service desk, change, incident, problem, and knowledge such as ServiceNow or comparable platform
- Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
- Strong verbal and written interpersonal and communication skills
- Ability to manage multiple teams and develop meaningful relationships to achieve common goals
- Excellent initiative and assertiveness
- ITIL V4 certified. Knowledge on ServiceNow tool for service desk incidents
- Knowledge on Excel, Word, PowerPoint experience
Employment Type: Full Time, Permanent
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JPMorgan Chase & Co. Benefits
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