IT Application Support Professional - Technology Support (Corporate & Investment Banking)

Job Description

The Technology Operations team monitors the Merchant Services Production ‘plant’, takes merchant calls, performs batch support, resolves service failures, fulfills service requests, and provides changes and deployment support for our clients and technology teams

As an Application Support professional for Major Event Business Engagement, your dedication to innovation is essential to what keeps our company moving and thriving. In this role, you’ll engage in application issues, including coordinating internal parties, troubleshooting, identifying, escalating and communicating in accordance with our playbook. You’ll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across JPMorgan Chase & Co.’s global network of innovators.

Job Responsibilities

• Manage crisis-level events efficiently from beginning to end, including assessment and communication of impact to internal and external clients
• Engage in a variety of ad-hoc duties advocating on behalf of the client experience
• Participate in major incidents, technical bridges, and serves as the primary point of contact to digest the information and communicate to our internal business partners-
• Be Able to communicate which includes but not limited to: (1.) Client-facing root cause analysis documentation. (2.) Timely, consistent, meaningful updates to leadership and support teams on major incidents including impacts, mitigation, and corrections. (3.) Tangible assessment of Crisis Management scope of work and continuous improvements via Executive level presentations
• Collaborate with Technology and Operations partners on large scale, complex issues
• Process complex, highly technical incidents unfolding real-time in a fast-paced environment and simultaneously provide meaningful, concise field updates in a business-friendly language
• Hold Office Hours (audience of 200-300 cross-LOB) providing business status updates and additional impacting workstreams
• Manage client contractual SLA tracking, reporting and penalty assessment
• Effectively draft, read, and interpret legal documents and able to do client facing negotiation skills
• Be available on a rotational on-call availability based on team needs and demonstrate discretion and high integrity managing sensitive issues and consumer data
• Exhibit superior ability to structure and scope complex problems with managing (sometimes competing) workstreams that may span several months
  
  

Required Qualifications, Capabilities And Skills

• Minimum 3 years client interaction experience
• Demonstrated excellence in ability to communicate effectively to multiple levels of management, both written and verbal (a writing sample may be required as a part of the candidate selection process)
• Exceptional judgement and independent decision-making ability; comfort in dealing with evolving situations to meet critical timelines
• Strong knowledge of the merchant services industry, products, and services with a strong technical acumen
• Demonstrated experience collaborating with multiple teams and coordinating across multiple lines of business
• Possess strong critical thinking skills, sound judgement, organizational skills, and sharp analytical skills
• Ability to effectively manage multiple priorities in a fast-paced, high pressure environment
• Strong self-starter who can proactively engage a virtual, cross organizational team without formal direction
• Ability to influence stakeholders with diverse points of view and maintain grounded and productive discussions, including senior leadership-level audience
• Ability to work independently and develop a creative way to achieve goals
• Advanced Excel and PowerPoint skills and Project management skills, Self-starter with excellent analytical and problem–solving skills.
  
  

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

About Us

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About The Team

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.