Joseph Difrancesco

Vice President, Product Manager @JPMorganChase

Columbus, OH, US

As a Product Manager at JPMorgan Chase, I have the opportunity to contribute to a global team dedicated to the Employee Help Product, which utilizes the ServiceNow platform. My work directly supports the firm\'s mission to create a seamless employee experience by focusing on AI-driven solutions that improve HR case management.I utilize technologies like Process Mining to analyze current workflows and identify opportunities for optimization. This data-driven approach informs the implementation of tools such as NowAssist, which helps reduce Average Handle Time and allows employees to find faster resolutions. I am responsible for translating business requirements into actionable Jira cards for two-week agile sprints. This includes defining requirements for critical projects like API integrations that connect technology systems, all while ensuring a smooth user experience for employees.My day-to-day work is highly collaborative. I partner with colleagues across the globe, provide production support to our business partners, and coordinate with the Training and Development team to keep our ServiceNow learning modules up-to-date. I also facilitate crucial user acceptance testing (UAT) for new features, ensuring they meet high standards for quality and functionality before release.This role requires a diverse set of skills, including communication, adaptability, creative problem-solving, relationship management, organization, and a commitment to software engineering best practices.

The Ohio State University

Bachelor of Science of Business Administration (BSBA)

Franklin University

Master of Business Administration - MBA

Columbus State Community College

Application Development Advanced Certification

Columbus State Community College

Associate of Science (A.S.)