JPMorgan Technology Support III ATM/Applications Tech 

United States, Texas, Plano 

187172057

As a Technology Support III team member in Corporate Sector, Retail Workplace Technology Solutions, you will work with multiple field vendor disciplines to delivery against planned project activities. Using industry best practices, you'll support field vendors as we transition our ATM infrastructure to new target state improving stability and functionality to our customers. As an experienced Technology Operations professional, your vision and initiative will drive the execution of a world-class technology strategy. As part of a high-performing team of creative problem solvers, you'll spearhead tactical changes that enhance processes. Your feedback will foster the ongoing skill development and capabilities of top performers to optimize outcomes. In addition to facilitating collaboration across teams internally, you'll also cultivate meaningful relationships with our global clients and business partners to deliver on strategic priorities.

Job responsibilities:

• Act as the second line of support for requests involving ATM hardware or applications and operations processes
• Partner with various ATM Support groups team and product owners to resolve issues, defects, and conduct root cause analysis
• Be a problem solver for onsite ATM vendors requesting help with operational support questions responsible for providing deployment support and technical assistance and support related to software and hardware configuration.
• Responds to queries, runs diagnostic programs, isolates problem, and implements solution.
• Provide advanced PC and Network architecture and business processes support
• Communicate and promote and drive the strategic direction of the firm, delivering technology solutions that meet internal and external needs
• Collaborate effectively with peer groups to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
• Analyze identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement
• Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills:

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Advanced knowledge, technical problem resolution
• Experience gathering and analyzing data to effect meaningful change in areas that need improvement
• Advanced knowledge of PC and Network architecture, design, and business processes
• Ability to communicate and drive the strategic direction of the firm, delivering technology solutions that meet internal and external needs
• Effectively collaborate with peer group to identify and highlight best practices in support through continuous assessment and elevate process and product recommendations to senior managers
• Proactively identify gaps in process, and offer ideas for improvement in areas that require remediation or enhancement
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills:

• Experience with one or more general purpose programming languages and/or automation scripting
• Intermediate knowledge of Excel, Tableau and or Power BI
• Working understanding of public cloud
• Experience with tech support handling inbound & outbound phone calls with service technicians
• Exposure to program lifecycle management