JPMorgan Chase
Chicago, IL

Business Analyst - Service Management at JPMorgan Chase

| Chicago
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Job Description The Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors, with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and solutions we provide are critical to both our and our clients' success.
As a member of our Production and Infrastructure Management group, you will be part of the Transformation team responsible for re-imagining and implementing a modern technology service desk operating model on the ServiceNow platform. ServiceNow is a multi-year program that, over time, will replace a number of legacy tools and applications delivering a single, firm wide, fully integrated platform for managing IT Service Management processes and tasks (Incident, Request, Knowledge, Problem, Change, etc.).
The Service Management Analyst will be a key player in the successful delivery of the Commercial Bank Technology's Service Desk transformation program. In this role you will be responsible for working with the management team to mature the Service Desk and Alyx, the firm's virtual agent (chatbot). You must be comfortable with data mining, using root cause analysis to understand trends / patterns and devising plans to mature our delivery of support service, providing transparency to stakeholders around expected business outcomes.
In this role, you will work closely with end users, operations and software engineers focused on creating innovative and resilient solutions that advance businesses and careers. You will lead projects with the Service Desk staff to enhance focused support areas (virtual agent, workflows, knowledge, templates, CSI). You will work with others on our existing Transformation team to add capabilities based on discovery with stakeholders. You will join an inspiring and curious team of technologists dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. You must be able to navigate business and technology team structures and efficiently communicate to stakeholders to help drive the Service Desk transformation program deliverables and objectives.
Understanding and experience with service management principles and processes (incident and knowledge management) is critical, as is the ability to create business flow diagrams conveying problem and process discovery information. A keen desire to learn is required, as much of this role will evolve based on the needs of the business. Willingness to obtain and document customer feedback will be required, helping us to develop a consistent pulse for our user community and provide them with communication on our support processes. And best of all, you will be working and sharing ideas with our global team of technologists from around the world.
Qualifications
This role requires a wide variety of strengths and capabilities, including:
  • BS/BA is required
  • 7+ years of experience within a technology environment is required
  • Proven analytical capabilities and evidence of an inquisitive mind-set
  • Experience with data analysis and reporting
  • Previous experience in service management processes
  • Previous experience with ServiceNow, or comparable platform
  • Previous experience with JIRA, or comparable platform
  • Previous experience with Splunk, or comparable platform
  • Experience with virtual agent (chatbot) technology and an understanding of Natural Language Processing (NLP)
  • Experience with the Agile methodology and the general software lifecycle, end to end testing and the development of training materials and user guides
  • Ability to collaborate with high-performing teams, and individuals throughout the firm, to accomplish common goals.
  • Key stakeholder management experience: communications, requirements and educational facets.
  • Ability to communicate at a senior level with minimal oversight of material preparation required
  • ITIL Foundations v3

Industry
  • Information Technology and Services
  • Computer Software
  • Financial Services

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Full vaccination is a requirement for this role for new hires joining JPMorgan Chase. Additional requirements include sharing information including your vaccine card in the firm's vaccine record tool and may include mask wearing and social distancing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Note: The requirement to be fully vaccinated to be hired for this role does not apply to roles with a work location in Arkansas, Florida, Iowa, Montana, and Tennessee. For applicants to these roles, JPMorgan Chase will consider all qualified applicants regardless of vaccination status, due to state and local laws.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Commercial Banking division uses technology driven by innovative minds like yours to provide companies, as well as real estate owners and investors with a range of financial solutions designed to help them achieve their business goals. With annual client revenues ranging from $20 million to over $2 billion, the service and the solutions we provide is critical to both our and our clients' success.
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Where we are

Chicago, IL

Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • AWSLanguages
    • CloudFoundryLanguages
    • AzureLanguages
    • KubernetesLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Ember.jsFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • AccessDatabases
    • CassandraDatabases
    • DB2Databases
    • MariaDBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • DynatraceDatabases
    • Splunk Databases
    • PromtheusDatabases
    • GrafanaDatabases
    • ConfluenceManagement
    • JIRAManagement

What are JPMorgan Chase Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Diversity
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Professional Development Benefits
Tuition Reimbursement
Diversity Program

An Insider's view of JPMorgan Chase

What’s the vibe like in the office?

My favorite thing about JPMorgan Chase is the vast number of problems we solve, and the diversity it takes to do that. Moving money, enabling payments and producing a world class customer experience are just a fraction of what we work on. Because the office is so casual and open, I get to participate in discussions on all of this.

Nick S.

Executive Director, Software Engineering

What projects are you most excited about?

As one of the largest financial institutions in the world, our scope of impact is huge. Knowing that a system we deliver is responsible for things millions do daily such as paying for groceries, withdrawing cash, or getting a loan pushes us toward solutions that scale, which is the most challenging but also the most rewarding part of our projects.

Edwin T.

Executive Director, Site Reliability Engineering

How does the company support your career growth?

JPMorgan has helped me develop as a professional – both as a technologist and as a business leader. I have taken advantage of executive leadership training and development aligned to the firm’s culture of “How We Do Business.” I feel good about working for a firm that invests in its #1 asset – US!

Lupe C.

Executive Director

How do you empower your team to be more creative?

Empowerment for Idea generation, problem solving and innovation is best coming from those who do the work. I engage my technologist in high profile work and foster an environment where ideas are welcome. Empowerment of our technologists is the key to success. Teams dig in, innovate and identify ways to create a better client experience.

Dawn T.

Managing Director, Software Engineering

How does the company support your career growth?

Working at JPMC has been a wonderful experience. I love how much JPMorgan Chase cares about its communities by offering support of technologists to local non-profit organizations through social innovation programs. The company also invests in its employees and provides many learning opportunities to us.

Meng M.

Software Engineer

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