Job Description Level 1 Application Support - Associate
Organization Description
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
Employer Description
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.
Equal Opportunity Employer/Disability/Veterans
Job Description
Job Description
This role provides the opportunity to be part of a Level 1 application production support team assisting Financial Advisors in JP Morgan Wealth Management.
The team leverages tools to proactively document advisor's issues, monitor the health of the applications - ensuring issues reported by the front office are being triaged, resolved or escalated in a timely manner.
A successful Level 1 application production support team member needs to posses' technological savvy, business acumen, and internal customer service skills to timely respond and adapt to changing priorities.
Objectives

• Support applications within the production environment, including an extensive and practical understanding of the applications.
• Maintain relationships with various other support teams as well as business users.
• Maintain and manage application and infrastructure availability with resiliency discipline, with inherent capability to perform complex issue investigation and resolution across wide range of applications.
• Perform timely escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities.

Responsibilities

• Work as part of the level 1 production support team to deliver against core business objectives and ensure delivering of business functionality and stability.
• Perform day-to-day production support to maximize system availability and correct operation, diagnose issues, with ownership of problems to resolution.
• Provide Investor, Financial Advisor, and Client Service support to resolve ad hoc queries pertaining to order submission order routing and order execution management
• Develop strong relationships with resolver teams, application development teams, and other upstream and downstream support teams.
• Develop strong technical expertise in technology and associated applications to understand the end to end transaction flows of applications across the production domain.
• Perform and seek to continuously improve the monitoring of the application environment and supporting infrastructure.
• Proactively identify areas improvement in operational processes.
• Continuously collaborate and partner with various development and engineering team to improve system, flow and environments.
• Identify and drive incidents resolutions and proactive follow-ups to issues
• Participate in incident and crisis management events, supporting resolution activities and providing regular status updates to business users and define/track remediation actions to close
• Participate in a support shift rotation to ensure adequate business support coverage.
• Provides 8x7 production application support.

LevelSkills and Knowledge Required

• Must be able to multi-task in a complex production environment and quickly acquire broad knowledge of applications.
• Articulate communication skills (written and verbal).
• Self-starter with confidence to drive issues through to completion in highly pressured environment.
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas.

Soft Skills

• Strong written and verbal communication skills.
• Problem solving skills - natural inclination towards problem resolution.
• Self-driven, good initiatives and ability to think proactively.
• Customer Service Orientation - build positive working relationships with customers at all times providing realistic information and managing their expectations.
• Teamwork and co-operation - Ability to gel and work in a team-oriented environment.

Essential Experience

• 5+ years working in a support capacity in a time sensitive environment.
• Financial institution experience or exposure a plus.

About Us Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.