JPMorgan Chase Business Process Analyst II - Change Event Team Lead in Columbus, Ohio

CTO Operations Documentation is a high performing team of technical writers responsible for developing, publishing, and maintain the Standard Operating Procedures (SOPs) used throughout JPMorgan Chase’s Central Transaction Operations (CTO) organization. These procedures support the CTO employees who execute the tasks and processes and they provide the auditable evidence of the correct way to perform a given task or process. The Documentation Change Event Team Lead is responsible for managing all aspects of the project work that comes to the Operations Documentation team and for supervising the Change Event writers on that team. Change Event projects may include true change events within the organization, onboarding new CTO clients to the Central library, audit preparations and other requests for large-scale support. The Change Event Team Lead supervises the team of Change Event writers to ensure that approved projects are being executed according to the group’s standards and processes and is responsible for resolving and/or escalating issues which often involves direct interaction with technical writers, SME, operations managers, supervisors, CTO senior leaders.


  • Maintains oversight over all the project work performed by the Change Event Writers.

  • Resolves and/or escalates issues that writers experience with clients, workload, or processes.

  • Mentors and provides specific guidance to the Change Event writers to develop their skills, leadership, and management ability.

  • Supervises the performance of the Change Event team members through objective-planning, development planning, and ongoing feedback.

  • Maintains all Change Event reporting, including: Project administration andprogress, Unscheduled requests, Controls evidence; Resourcing and capacity planning.

  • Manages, scopes, and assigns resources for project requests; makes resourcing decisions in response to demand and capacity for Change Events.

  • Maintains continuous communications with the Operations Documentations Manager to ensure consistent messaging and advance warning of arising issues.

  • Partners with the Operations Documentation Manager, Dedicated Writer Team Lead, Library Administrators, and Process Modeler to identify and implement tactical and strategic changes.

  • Trains and closely monitors new Change Event staff (FTE or contractors).

  • Provide coverage and act in a Change Event role when needed.

  • Special assignment and projects.

Advises, coaches and mentors Change Event team and internal clients in documentation analysis, planning, and project management for technical writing engagements - 35% time commitment

Leads complex documentation efforts on behalf of CTO - 25% time commitment

Supervises individual technical writer employees on the Operations Documentation Change Event team - 10% time commitment

Encourages, motivates, and supervise employee performance - 10% time commitment

Participates in firm-building activities- 10% time commitment

Contributes technical know-how toward the continual improvement and expansion of process rigor and controls around CTO’s documentation base, emphasis on procedures and supporting non-procedure documentation as well - 10% time commitment

Key Position Requirements:

  • Technical writer with strong logic and analysis skills; emphasis on procedure writing

  • Extensive project management expertise

  • High-performing team-player with excellent written and verbal communication skills

  • Proven ability to thrive and create structure in ambiguous work environments with an aptitude for remaining composed and confident under pressure

  • Proven ability to prioritize and efficiently complete multiple assignments while maintaining the highest quality

  • Ability to lead teams, supervise team performance and mentors others

  • Ability to think globally and understand implications beyond project specifics

  • Excellent organizational skills

  • Superior facilitation skills with ability to bring teams to consensus

  • Exceptional customer service mentality

  • Excellent judgment and logic to handle sensitive information

  • Exceptional problem solving skills as well as the ability to create logical and realistic solutions under tight deadlines

  • Ability to perceive risks and make decisions quickly, often with incomplete information

  • Passion for improving systems and processes

  • Ability to meet travel expectations of 20-35%

Knowledge/experience/education requirements :

  • Bachelors degree from an accredited school, with a demonstration of strong academic performance

  • 5+ years of experience in a technical writing role, emphasis on procedure writing

  • 3+ years of experience in managing technical writing projects (Analyze,Design, Develop, Implement & Evaluate)

  • 3+ years experience in supervising people

  • Experience with formal change management methodology

  • Strong computer skills; proficiency in Microsoft applications (MS Visio, Advanced MS Excel, MS PowerPoint) and comfort with learning and using new software tools

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.