JPMorgan Chase Corporate Oversight & Control - Control Room Application/ Client Support - Associate in Houston, Texas

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com

The Control Management Organization, was designed to ensure a strong and consistent control environment across the organization from front office to back office, regardless of line of business or functional area. With Control Managers appointed for each Line of Business, Function and Region, we have a comprehensive coverage/accountability model that promotes firmwide dialogue and consistency in approach and solutions.

The Control Management Organization Application teams works collaboratively with other control disciplines overseeing existing control functions as well as the development of new control functions and protocols. This process enables the firm to engage the appropriate teams in a timely manner and provides the ability to quickly remediate critical control issues across all the impacted areas of the firm.

The Application/Client Support role will support various Control Management Applications as the first line of client contact; working together with business SMEs and technology to triage issues, provide solutions and identify defects for the Controls Room. The role will also involve working closely with the technical developers and internal clients to ensure the production environment is meeting the needs of the business. The successful candidate will need to work with the multiple constituencies to ensure users’ issues are getting resolved, correct reporting of status and appraisal of effort and solutions.

Key Responsibilities

  • First escalation point for the clients

  • Identifying, troubleshooting and performing first level analysis for client or production issues

  • Categorize, prioritize, route and track issues reported by business

  • Take ownership of issues and follow problems through to resolution

  • Effective communication of technical solutions to non-technical customers.

  • Ensure SLAs for client resolution and system to system feed are met.

  • Streamline and efficient handover of tasks and updates between onshore and offshore team

  • Develop an in-depth understanding of all applications and programs supported

  • Assist with system deployments and business validation

  • Pro-active Incident & problem Management engagement and follow-up

  • Attend meetings with technology and business to review issues and provide updates.

  • Keep and update documents such as procedures, run books, FAQs, etc.

  • Assists with creation of reports, provides input on trends and opportunities for improvement in processes and procedures

Qualifications:

  • Minimum 3-5 years of experience working with client or customers in a support role.

  • Experience in supporting a production system and understanding impact, severity, priority of production related incidents

  • Experience with “follow the sun” support model and working with global teams.

  • Strong client-facing and communication skills.

  • Good organization, excellent written and verbal communication skills with a strong aptitude for attention to details.

  • Advanced analytical, problem-solving, troubleshooting and resolutions skills.

  • Fast learner, sharp thinking, investigative mind and true dedication to solve customer problems.

  • Basic knowledge and understanding of ITIL methodology. Foundation certification is desired.

  • Exposure to a ticket tracking tool such as Remedy, Service Now is a plus

  • Experience in system development life cycle (SDLC) ideally using an Agile type methodology.

  • Ability to work independently (self-direction), while thriving in a setting requiring collaboration and teamwork for maximal efficiency and effectiveness.

  • Advanced skills for MS Office Suite applications (Microsoft Word, Excel, PowerPoint, Visio, Project)

  • Bachelor's degree in Information technology, Management Information Systems, Finance, or related field

  • Programming experience a plus (Experience with SQL, Java, C, C++, XML, SQL, HTML, and Visual Basic)

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