JPMorgan Technology Support III - Application 

United States, Texas, Plano 

818051450

Job responsibilities

• Providing technical and functional support to all our end users within Asset Management.
• For each issue, understand the impact, assess the priority, and look for rapid solutions or workarounds.
• Investigating the issues raised by researching for similar incidents, learning the data model, checking the data and service logs.
• Trouble shooting issues using technology skills (reading logs, SQL) and working closely with partner teams to manage resolution of application issues.
• Documenting all inquiries, troubleshooting steps, and resolutions; providing knowledge-sharing and solutions with team.
• Taking full ownership of issues raised and escalate as needed to other support and SRE teams.
• Keeping the user updated with the progress of issues and following up with the development teams for defects.
• Organizing meetings with the users to understand the issues they are facing when using our technology services.
• Providing feedback and reports to SRE teams and product owners on application requirements, helping to prioritize fixes and liaising with end-users for acceptance after researching and diagnosing bugs.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Strong communication skills (both written and verbal)
• Customer focused and service oriented, with a proactive customer approach and dedication to providing best of class service at all times
• Experience with ticketing systems, such as ServiceNow and Jira Service Desk.
• Working knowledge in one or more general purpose programming languages, plus an interest in learning other coding languages and skills as needed
• Experience with database queries
• Awareness and exposure to change management methodologies and best practices.
• Awareness and exposure to systems development practices and methodologies.

Preferred qualifications, capabilities, and skills

• Highly disciplined and process oriented with an attention to detail
• Outstanding ownership and dedication to the role required
• Analytical skills and validation skills
• Basic knowledge of Banking products and interest in the finance world
• Perfect command of English, knowledge of other languages used in our EMEA and Asia offices highly appreciated
• Project Management skills