Job Description As a member of our Technology Operations team, your initiative and creative problem-solving will help propel global innovation in technology and business. Working with a team of motivated collaborators, you'll develop and implement strategic technology solutions, ensuring the successful integration of network system and applications servers into existing and new technology infrastructures. You'll play a key role in the care and support of customers, including proactive incident monitoring. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.
T he Commercial Bank Technology organization is responsible for the end-to-end technology support of the JPMorgan Chase Commercial Bank, a $7 billion business serving more than 24,000 clients nationally, including corporations, municipalities, financial institutions and not-for-profit entities, as well as nearly 35,000 real estate investors / owners.
As a member of our Production and Infrastructure Management group you will be part of the technology operations team working on the ServiceNow platform. ServiceNow Implementation is a multi-year program that, over time, has replaced several legacy tools and applications and delivers a single firm wide, fully integrated platform for managing IT Service Management processes and tasks (Incident, Request, Knowledge, Problem, and Change).
In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.
Description

• Previous experience in service management processes, e.g., service desk, change, incident, problem and knowledge using ServiceNow or comparable platform
• Interact with customers and various groups within the bank. Primarily support for WLT Loan applications
• Provide application troubleshooting and guidance to users, group members and other bank employees
• Strong analytical skills with attention to detail
• Ensure that all tickets are handled in a timely and appropriate
• Aligns daily activities to drive strategic business objectives
• Protect the firm by applying sound risk management protocols and adhere to regulatory requirements
• Takes ownership of escalated client issues and leverage the appropriate resources to champion results
• Handle weekly/biweekly calls with the stakeholders providing ticket analysis and updates
• Interact with colleagues to meet the group's goals
• Identify, generate, analyze and synthesize ticketing data, provide innovative ideas and work toward automating manual tasks wherever possible
• Provide feedback to group members and follow-up on open issues
• Accumulate monthly individual accomplishment and committee updates, and report the results to the Manager
• Raise issues to management in a timely and effective manner as appropriate.
• Take on responsibility of your entire team's performance
• Needs to be able to adjust hours when needed to support staff that will be working all hours of the day
• Pro-actively seek out additional process improvement and integration opportunities
• Build strong, positive relationships to become a valued partner

Qualifications
This role requires a wide variety of strengths and capabilities, including:

• BS/BA degree or equivalent experience
• Loan IQ, Aurora, Firestar experience needed.
• Knowledge on ServiceNow tool for service desk incidents a plus
• The incumbent must be highly organized and able to manage multiple tasks
• Must have the ability to recognize events or issues that require group management involvement
• Working knowledge of all applications supported by the group
• 7+ years of proven customer service experience to include proven problem resolution experience
• Advanced knowledge in infrastructure projects, operations systems, and data analytics
• Proficiency in one or more of the following: Microsoft Office, VPN, Virtual Machines, Remote Connectivity products, Security
• Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
• Strong verbal and written interpersonal and communication skills
• Understanding of technology offerings and businesses supported
• Ability to identify problems, troubleshoot, and deliver strategic solutions to clients
• Genuine interest in continuous feedback, learning, and growth opportunities
• Effective collaboration and communication to achieve common goals and maintain a company standard of excellence
• Good knowledge of Windows/MAC OS with the ability to carry out root cause analysis
• Strong analytical and problem resolution skills

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.
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.