Workplace Solutions - Service Desk Training Facilitator
JPMorganChase
If you are seeking a team orientated role that promotes development, progression and outstanding service delivery this may be the position for you.
As a Training Facilitator within a global Service Desk team you will play an important part in a financial, heavily regulated environment. This role designs, schedules, and delivers onboarding, recurring development, and change-driven training while aligning regional trainers to ensure a consistent experience across regions and time zones. The facilitator will partner with Service Desk leadership, Support/Coordination teams, SMEs, and Learning & Development to prioritize training needs, measure effectiveness, and drive continuous improvement.
Job Responsibilities
- Own the global Service Desk training calendar, regional schedules, and day-to-day coordination across time zones.
- Align regional trainers and stakeholders to ensure consistent materials, delivery standards, communications, and coverage.
- Design and maintain training end-to-end (learning objectives, decks/job aids, exercises), ensuring alignment with Knowledge Base documentation and validating content with SMEs.
- Plan and facilitate training sessions as needed (new hire onboarding, ad hoc enablement for releases/product changes, client-driven events, and recurring monthly/quarterly/annual programs).
- Build and administer pre- and post-assessments; track attendance and analyze results to identify gaps and improve content and delivery.
- Support onboarding readiness in partnership with regional teams (new joiner communications, confirming equipment readiness, coordinating access request actions), plus training on tools, products, and phone/customer etiquette.
- Provide clear leadership reporting on attendance, participation, and training outcomes.
- Strong training facilitation and presentation skills across varied audiences and regions.
- Instructional design capability (structuring sessions, creating learning materials, building assessments).
- Strong stakeholder management and collaboration with SMEs, L&D, and Service Desk teams.
- Organized planning and scheduling skills; able to balance training with BAU constraints.
- Data-driven approach to prioritization and continuous improvement.
- Strong PowerPoint skills.
- Minimum of 3 to 5 years experience in a similar role, inclusive of all the above needs.
- Experience designing and delivering training in an operational environment (e.g., Service Desk, IT support, operations, customer support).
- Experience coordinating training across regions/time zones and working with distributed stakeholders/trainers.
- Experience measuring training effectiveness using assessments and/or participation data.
- Experience training in a customer service environment, and/or a financial, heavily regulated environment will be valued
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About The Team
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.