JPMorgan Technology Support III - User Senior Associate 

United States, Ohio 

222060730

As a Technology Support III team member in Corporate Technology Infrastructure Management (CTIM), you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for applications, will support a seamless user experience and a culture of continuous improvement. As part of the CTIM Global User Support Team, you will provide daily support to the business, addressing functionality and data issues of applications within Core Credit, Credit Portfolio Group, Market Risk, Consumer Banking and Legal business. You will be the first point of contact for business users, taking ownership of issue resolution and working closely with other technology teams to resolve issues or mitigate any service interruption in a timely manner. With a focus on data-centric issues, your SQL skills and knowledge on data flow and data reconciliation process will be invaluable in this support role.

Job responsibilities

• Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm.
• Assist in the escalation and communication of issues and solutions to the business and technology stakeholders.
• Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure.
• Act as first point of contact to respond to inquiries or issues in regard to functionality/data of the applications.
• Liaise with other teams within the technology organization to drive enhancements to the application the team supports.
• Maintain a strong focus on continuous service improvement. Analyze issue pattern and identify potential areas for efficiency improvement.
• Manage stakeholder communication in the situation of technology incidents, and provide clear and concise message to keep the business informed about the progress and the root cause.
• Document the support process and FAQs, and work with team to mitigate any knowledge gap identified.
• Interact frequently as the role involves a high degree of interaction with business users in addition to building close relationships with other teams within technology organization.
• Demonstrate good team player skills and an open mindset to diversity and inclusive culture.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in production or user support environment, troubleshooting, resolving application issues.
• Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
• Prior experience in a client facing role.
• Decent SQL knowledge and comfortable with handling large dataset.
• Comfortable dealing with Unix/Linux environment.
• Demonstrate strong analytical and problem solving skills.
• Basic scripting skills in any programming language (Python, Shell scripting, 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.
• Basic knowledge of financial instruments (derivatives or securities), and flexible approach to working hours is required in order to support the business.

Preferred qualifications, capabilities, and skills

• Knowledge of one or more general purpose programming languages or automation scripting. As well as business domain knowledge on Risk Management, Finance or Compliance would be an advantage.
• Working experience with any Data Analytics / Data Visualization (e.g. Tableau, Alteryx) would be an advantage.
• Knowledge and experience on big data architecture (Hadoop stack) and 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, and knowledge and experience on AI/ML would be a plus.