JPMorgan Chase Applications Support Analyst – Premier Merchant Support in Plano, Texas

About Chase:

Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.

Job Description:

The Applications Support Analyst role is responsible for providing high quality support for technology solutions that are critical to satisfying business needs within mature and complex technology environments. The focus for this role is dedicated service to Chase’s higher volume clients.

Responsibilities:

  • Provide or coordinate ongoing support of applications and systems at agreed service levels.

  • Serve as key point of contact to higher volume, ‘premier’ clients for technology related issues, maintaining responsibility for triage and closure of such issues and regular status reporting back to clients and interested internal parties.

  • Work closely with technology (applications, network and infrastructure) and business resolvers to gather details regarding incidents impacting higher volume, ‘premier’ clients.

  • Create and regularly update comprehensive client-specific profile information that includes all information pertinent to key technology services that are rendered on behalf of premier clients.

  • Create and maintain communications protocols and contact points for premier clients.

  • Lead efforts to improve, institute and utilize incident and change related client communications model.

  • Lead Root Cause Analysis (RCA), working collaboratively with all technology and business teams involved in order to produce RCA reports for clients, their relationship managers and other interested parties within Chase.

  • Through regular review of incident and problem metrics, perform trend analysis on behalf of premier clients. Identify options that will result in added stability, improved throughput and enhanced customer experience for clients.

  • Plan, coordinate and carry out enhanced support services that may be called upon to ensure non-eventful client implementations and change activities.

  • Plan, coordinate and carry out enhanced support services that are needed during yearly phases characterized by higher than normal retail and e-commerce sales volumes.

  • Consult with various client servicing teams in order to recommend and help drive technological enhancements and solutions for premier clients.

  • Continually seek opportunities towards process improvements and added (team and organizational) efficiencies through automation.

  • Continually review and update policy and procedural documentation.

  • Minimum 7+ years’ experience in an application support focused role

  • Minimum 7+ years’ experience in a customer support focused role

  • Excellent written and verbal communication skills

  • Excellent analytical and problem solving skills

  • Excellent Microsoft Excel, Word and PowerPoint skills

  • Excellent organizational and time management skills

  • Experience working in a lead coordination role involving various, multi-disciplined teams collaboratively driven to find solutions

  • Experience working with Java and J2EE based applications

  • Experience working with Oracle SQL & PL/SQL

  • Experience working in Unix/Linux environments

  • Experience working with network infrastructure, both physical and cloud hosted

Preferred Skills:

  • ITIL Incident & Problem Management Essentials Certification

  • Experience working with Agile SDLC methodology and DevOps practices

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.