Reporting Governance & Operations Lead - ServiceNow

Location:Bournemouth
Job Type:Full Time

ServiceNow Reporting Governance and Operations Lead

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

Chief Technology Office (CTO) is a technology enablement capability for the firm, delivering a range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of CTO is to enable all of Global Technology to deliver business capabilities with a strategic, standard and easy to use set of platforms and processes, including (but not limited to) public cloud solutions, SDLC engineering solutions, common data management capabilities and large scale technology project execution.

Currently we are seeking a ServiceNow Reporting Governance and Operations Lead for the ServiceNow program which is a key part of JPMorgan’s strategy to transform the delivery of Global Technology Services. As an experienced professional in Business Analysis, you'll shape the technology solutions that drive strategic initiatives across the firm. Working at the intersection of business and technology, you'll interact with colleagues in various lines of businesses to learn about challenges and opportunities, and translate that insight into high-quality solutions. In addition to working with the development team to create new solutions, you'll help optimize existing technology and identify new capabilities. While your role requires deep technological skills – including expertise in everything from data management to functional design – it also hinges on teamwork and leadership. You'll offer clear guidance and feedback to your Business Analysis colleagues, while promoting the values, culture and brand of JPMorgan Chase & Co.

The role will be responsible for governance and operation of ServiceNow Reporting & Performance Analytics and will:

  • work closely with the firmwide reporting lead who in turn will be accountable for providing detailed ServiceNow reporting requirements as well as definition/governance/monitoring/communication of agreed metrics

  • govern all Firmwide Reports and Operational Dashboards

  • govern all Firmwide Metrics and Trend/History Dashboards based on requirements

  • govern and manage intake of metric requests for new or modified metrics

  • be accountable for ensuring new metrics are vetted with appropriate audiences

  • govern access to Performance Analytics roles

  • create Firmwide Dashboards and maintain them as needed

  • be responsible for understanding functionality and supporting the user base

  • engage with ServiceNow AD team as necessary to request code releases of metrics/functionality


This role requires a wide variety of strengths and capabilities, including:


  • Advanced knowledge of business processes and data analysis, as well as the ability to construct complex data queries and collaborate with colleagues

  • Ability to liaise between lines of business and development teams, translating strategic goals into technology solutions, and vice versa

  • Experience in project management, including scheduling, budgeting and resource planning

  • Understanding of business needs, including how data is used and managed, and functional design

  • Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

  • Experience of working with ServiceNow is a must, in particular…

    • The product’s Reporting and Performance Analytics capabilities

    • Understanding of the ServiceNow data model

  • Ability to mentor junior team members


At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer competitive benefits and compensation. If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you


© 2018 JPMorgan Chase & Co.JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.