Business Process Analyst II
Req #: 190005254
Location: Columbus, OH,US
Job Category: Operations
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 Change Event Writers (CEW).
Resolves and/or escalates issues writers experience with clients, workload, or processes.
Mentors and provides specific guidance to the CEW to develop their skills, leadership, and management ability.
Supervises the performance of the CE team members through objective-planning, development planning, and ongoing feedback.
Maintains all CE reporting, including: Project administration and progress, 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 CEs.
Maintains continuous communications with the Operations Documentations (OD) Manager to ensure consistent messaging and advance warning of arising issues.
Partners with the OD Manager, Dedicated Writer Team Lead, Library Administrators, and Process Modeler to identify and implement tactical and strategic changes.
Trains and closely monitors new CE staff (FTE or contractors).
Provide coverage and act in a CE role when needed.
Special assignment and projects
Advises, coaches and mentors CE team and internal clients in documentation analysis, planning, and project management for technical writing engagements
Leads complex documentation efforts on behalf of CTO
Supervises individual technical writer employees on the Operations Documentation CE team
Encourages, motivates, and supervise employee performance
Participates in firm-building activities
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
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%
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 & Co.