Business Process Analyst I / Business As Usual (BAU) Writer

Job Description

EVENING SHIFT: 12:30/1:00PM - 9:30/10:00PM ISTCTO 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. BAU Writers document and maintain standard operating procedures for Operations employees in a fast-paced, deadline-driven corporate environment. Additionally, they act as librarians for supporting business documents. They are responsible for logic flow and gap analysis, adherence to internal styles and standards, and following complex, tightly-controlled processes. We expect all BAU Writers to be well-organized, attentive to detail, flexible, and competent in a fast-paced, deadline-driven corporate environment.Responsibilities

• Provide writing/editing support to CTO lines of business. 15% original writing/85% revising.
• Revise or create procedures from documentation provided by the lines of business.
• Partner with Subject Matter Experts to ensure that procedures accurately reflect current processes established within each department.
• Partner with process mapping and legal obligations community to ensure documents are accurately aligned as required.
• Maintain online repository, posting new/updated procedures as needed.
• Maintain document properties correctly to ensure accurate reporting (both internal and external to Operation Documentation).
• Archive master files and iterative versions for record retention purposes.
• Balance conflicting demands to support expected work as well as urgent requests.
• Escalate issues that arise with clients, workload, tools, and processes.
• Manage relationships with a variety of internal clients and partners, providing consulting as needed.
• Complete routine administration, including attending meetings (whether internal or client), fulfilling training requirements, and reporting to management or clients as requested.
• Complete special assignments and projects as needed.
• Provide additional support to Operations Documentation Management as needed.

Core Responsibilities

• Write/update CTO functional procedures, including performing critical gap analysis, workflow planning (reviews and approvals), document management (properties, statuses, publications, decommissions, etc.), and troubleshooting issues for assigned work. (60%)

Additional Responsibilities:

• Work on other assigned projects, blitzes, subteams, and other special projects as required at management s discretion. (20%)
• Personal and Process Improvement Responsibilities - Improve internal process and increase efficiencies as well as personal learning and development. (10%)
• Administration Responsibilities Complete firmwide and other required/suggested training, update development goals, attend staff meetings and town halls, complete timesheets, etc. (10%)

Skill/Competency Requirements:

• Technical writer with strong logic and analysis skills; emphasis on procedure writing.
• Project management expertise.
• Proven ability to thrive in ambiguous work environments.
• Proven ability to prioritize and efficiently complete multiple assignments while maintaining the highest quality.
• Passion for improving systems and processes.
• Ability to work effectively within an ever-changing environment of conflicting priorities/demands.
• Must be able to quickly grasp the mechanics of a job function and synthesize the new knowledge into existing parameters.
• Must be able to communicate with all levels of employees, including the end-user, project teams, operation managers, and control partners.
• Aware of and able to use technical writing conventions and methodology Example: Information mapping.
• Strong time management, problem solving, and prioritization skills.
• Must be able to make independent decisions based on known criteria.
• Decisions made can impact the CTO organization negatively when accuracy and timeliness of content, risks and controls, and employee relationships are not managed appropriately.
• The reputation of Operations Documentation is also impacted by employee decisions.
• Manage relationships with a variety of internal clients and partners, providing consulting as needed.
• Basic understanding of structured writing techniques, templates, style guides, and file management.
• Ability to meet travel expectations of 20% (travel is typically not required for this role).

Knowledge/Experience/Education Requirements:

• Bachelors degree from an accredited school, with a demonstration of strong academic performance.
• 3-5 years of experience in a technical writing role, emphasis on procedure writing.
• Locations other than the U.S., must be fluent in English as a first language (including reading, writing, and speaking) OR recently earned a total TOEFL (Test of English as a Foreign Language) minimum score of 90, with a minimum writing subscore of 25.
• Experience with formal change management methodology.
• Ability to quickly learn software and web application skills.
• Awareness of Document Management Systems/Content Management Systems (DMS/CMS) (Experience or basic exposure).
• Strong computer skills; proficiency in Microsoft applications (MS Visio, Advanced MS Excel, MS PowerPoint, MS Project) and comfort with learning and using new software tools (SharePoint, KB Admin, Chase Answers, Change Manager, Intake Queue, etc.).

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Keyskills :
sapautomationprocess improvementsubject matter expertsgap analysisstyle guidesweb applicationprocess mappingchange managementtechnical writing