Customer Support Operate

JPMorgan Chase & Co.

Experience
Company Type
Responsibilities
Workhours

Corporate Technology – Customer Support Operate – Application Support Analyst

 

Corporate Technology Operate performs day to day customer support and is primary point of contact for the suite of applications covering Core Credit, Credit Portfolio Group, Market Risk, Consumer Bank , Legal, Finance and Treasury businesses. The applicant will be responsible for the day-to-day support of applications within scope to include; first point of contact for business users, communication and support activities, issue investigation, as well as working closely with other technology teams to resolve issues in a global support model. The majority of issues the candidate will work on deal with data related investigations based on values reported in application front ends and reports. These investigations will then require database queries to further understand logic and transformation being questioned by business users.

 

Key responsibilities

  • Act as first point of contact to diagnose and resolve issues raised by the business as part of the global operate team.
  • Liaise with colleagues and other teams within the technology group to drive enhancements to technology requested by the business.
  • Strong focus on continual service improvement. Continually analyze incoming requests and determine potential efficiencies.
  • Manage stakeholder communication in the situation of technology incidents and provide clear and concise message to keep the business informed about the updates and root cause analysis.
  • Perform metrics analysis using data from ticket tracking system and review trends being encountered in the environment.
  • The role involves a high degree of interaction with the users in addition to building close relationships with other areas of technology organization.

Qualifications

 

Experience (Essential)

  • Must have 5-8 years of experience in production and user support environment
  • Prior experience in a client facing role.
  • Strong SQL knowledge and comfortable with handling large dataset.
  • Good working knowledge in Unix/Linux CLI.
  • Demonstrate strong analytical and problem solving skills.
  • Basic programming skills in any modern programming language (Java, Python, Node.js, Javascript, R, etc)
  • Have general understanding of technology infrastructure in finance organization.
  • Familiar with issue/problem management processes.
  • Excellent interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems.
  • Past experience with Audit/Legal processes and systems would be a plus

Experience (Desirable)

  • Business domain knowledge on Risk Management, Finance or Compliance would be an advantage.
  • Working experience with any Data Analytics / Data Visualization (e.g. Tableau, Qilkview) would be an advantage.
  • Knowledge and experience on big data architecture (Hadoop stack) would be a plus.
  • Knowledge on Cloud Computing or any Cloud Platforms (e.g. Amazon AWS) would be a plus.
  • Experience with DevOps CI/CD toolset (e.g. Git, Jenkins) would be a plus.

 

Additional information

  • A flexible approach to working hours is required in order to support the business.  There is a rota system in place to provide normally between 8:00pm ET and 8:00am ET.

 


Corporate Technology – Customer Support Operate – Application Support Analyst

 

Corporate Technology Operate performs day to day customer support and is primary point of contact for the suite of applications covering Core Credit, Credit Portfolio Group, Market Risk, Consumer Bank , Legal, Finance and Treasury businesses. The applicant will be responsible for the day-to-day support of applications within scope to include; first point of contact for business users, communication and support activities, issue investigation, as well as working closely with other technology teams to resolve issues in a global support model. The majority of issues the candidate will work on deal with data related investigations based on values reported in application front ends and reports. These investigations will then require database queries to further understand logic and transformation being questioned by business users.

 

Key responsibilities

  • Act as first point of contact to diagnose and resolve issues raised by the business as part of the global operate team.
  • Liaise with colleagues and other teams within the technology group to drive enhancements to technology requested by the business.
  • Strong focus on continual service improvement. Continually analyze incoming requests and determine potential efficiencies.
  • Manage stakeholder communication in the situation of technology incidents and provide clear and concise message to keep the business informed about the updates and root cause analysis.
  • Perform metrics analysis using data from ticket tracking system and review trends being encountered in the environment.
  • The role involves a high degree of interaction with the users in addition to building close relationships with other areas of technology organization.

Qualifications

 

Experience (Essential)

  • Must have 5-8 years of experience in production and user support environment
  • Prior experience in a client facing role.
  • Strong SQL knowledge and comfortable with handling large dataset.
  • Good working knowledge in Unix/Linux CLI.
  • Demonstrate strong analytical and problem solving skills.
  • Basic programming skills in any modern programming language (Java, Python, Node.js, Javascript, R, etc)
  • Have general understanding of technology infrastructure in finance organization.
  • Familiar with issue/problem management processes.
  • Excellent interpersonal skills and be able to rapidly understand and retain knowledge of business processes and the technology systems.
  • Past experience with Audit/Legal processes and systems would be a plus

Experience (Desirable)

  • Business domain knowledge on Risk Management, Finance or Compliance would be an advantage.
  • Working experience with any Data Analytics / Data Visualization (e.g. Tableau, Qilkview) would be an advantage.
  • Knowledge and experience on big data architecture (Hadoop stack) would be a plus.
  • Knowledge on Cloud Computing or any Cloud Platforms (e.g. Amazon AWS) would be a plus.
  • Experience with DevOps CI/CD toolset (e.g. Git, Jenkins) would be a plus.

 

Additional information

  • A flexible approach to working hours is required in order to support the business.  There is a rota system in place to provide normally between 8:00pm ET and 8:00am ET.

 


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Confirmed a day ago. Posted 11 days ago.

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