Cyber - CTC Service Desk - Service Improvement Team

Job Summary:

There’s nothing more exciting than being a part of a rapidly growing field in technology and applying your skillsets to drive innovation and helping to modernise one of the world's most complex and mission-critical systems.

As a Cybersecurity Technology Controls (CTC) Service Desk team member at JPMorgan Chase, you will be responsible for approving, managing, and reporting security exceptions within the organization. The primary areas of focus of this role will be process improvement, ensuring exceptional customer service, and data analytics. The ideal candidate should possess a strong interest in IT security, exceptional analytical skills, and the ability to communicate effectively with stakeholders at all levels. They will work closely with the IT Security teams to identify, analyse, and resolve security exception issues, ensuring compliance with relevant policies and procedures.

Effective storytelling and communicating our successes are a key area of focus for this coming year and this role will be key in delivering this change. The successful candidate will bring their skills to bear to enhance the team, our visibility and drive impact.

Responsibilities: Customer Service:

• Serve as a point of contact for stakeholders regarding Cybersecurity exception requests and inquiries.
• Provide exceptional customer service by promptly addressing concerns, answering queries, and guiding colleagues through the security exception process.
• Maintain positive relationships with stakeholders, fostering a collaborative and customer-centric environment.

Process Improvement:

• Continuously review and evaluate the existing cybersecurity exception management process for effectiveness and efficiency.
• Identify opportunities for process improvement, automation, and streamlining of workflows.
• Collaborate with various cybersecurity teams to implement and communicate process enhancements, ensuring compliance with industry standards and best practices.

Security Exception Reporting:

• Monitor and analyse cybersecurity exception requests, ensuring accuracy and completeness.
• Prepare comprehensive reports on security exceptions, highlighting trends, risks, and potential impact on the organization.
• Communicate findings and recommendations to stakeholders, including IT Security team members, management, and other relevant departments.

Data Analytics:

• Utilize data analytics tools and techniques to identify patterns and anomalies in security exception data to identify root causes, potential vulnerabilities, and areas for improvement.
• Provide insights and recommendations based on data analysis to enhance the effectiveness of the IT security exception management process.

Communication and Marketing:

• Content creation and the ability to tell compelling stories regarding our service, be that within our line of business, to our stakeholders or further afield in the firm.
• Developing intranet pages in confluence or other platforms.

Requirements:

• Bachelor's degree in Computer Science, Information Security, or a related field (or equivalent experience).
• Solid understanding of IT security principles, frameworks, and best practices.
• Experience in security exception management, incident response, or related areas.
• Proficiency in data analysis and reporting using tools such as Excel, SQL, or data visualization platforms.
• Strong analytical skills with the ability to identify trends, patterns, and outliers in complex datasets.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to a non-technical audience.
• Proven ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong customer service orientation with the ability to build and maintain positive relationships.
• Relevant certifications (e.g., CISSP, CISM, GIAC) are a plus.

Note: The responsibilities and requirements outlined above are intended to provide a general overview of the position and are not exhaustive. Additional duties and qualifications may be required as deemed necessary by the organization.