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Applications Support

Req #: 180004979_1
Location: Plano, TX, US
Job Category: Technology
Job Description:
About Chase:
Chase is the U.S. consumer and commercial banking business of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries We serve more than 50 million consumers and small businesses through more than 5,600 bank branches, 18,700 ATMs, credit cards, mortgage offices and online and mobile banking as well as through relationships with auto dealerships.
 
Merchant Services is a business unit within Community & Consumer Banking that provides payment and acquiring services, such as Chase Pay and ChaseNet to our merchant customers. This role is part of the Production Management Team within Merchant Services.
 
Job Description:
The Applications Support Analyst role is responsible for providing high quality support for technology solutions that are critical to satisfying business needs within mature and complex technology environments.  The focus for this role is dedicated service to Chase’s higher volume clients. 
 
Responsibilities:
  • Provide or coordinate ongoing support of applications and systems at agreed service levels.
  • Work closely with applications, network and infrastructure resolvers to gather details regarding incidents impacting higher volume clients.
  • Lead Root Cause Analysis (RCA), working collaboratively with all technology and business teams involved in order to produce RCA reports for clients, their relationship managers and other interested parties within Chase. 
  • Through regular review of incident and problem metrics, perform trend analysis on behalf of high volume clients.  Identify options that will result in added stability, improved throughput and enhanced customer experience for clients.
  • Plan, coordinate and carry out enhanced support services that may be called upon to ensure non-eventful client implementations and change activities. 
  • Plan, coordinate and carry out enhanced support services that are needed during yearly phases characterized by higher than normal retail and e-commerce sales volumes.
  • Consult with various client servicing teams in order to recommend and help drive technological enhancements and solutions for clients.
  • Continually seek opportunities towards process improvements and added (team and organizational) efficiencies through automation.
  • Continually review and update policy and procedural documentation.
  • Minimum 3+ years’ experience in an application support focused role
  • Minimum 3+ years’ experience in a customer support focused role
  • Excellent written and verbal communication skills
  • Excellent analytical and problem solving skills
  • Excellent Microsoft Excel, Word and PowerPoint skills
  • Excellent organizational and time management skills
  • Experience working in a lead coordination role involving various, multi-disciplined teams collaboratively driven to find solutions
  • Experience working with Java and J2EE based applications
  • Experience working with Oracle SQL & PL/SQL
  • Experience working in Unix/Linux environments
  • Experience working with network infrastructure, both physical and cloud hosted
     
     
    Preferred Skills:
  • ITIL Incident & Problem Management Essentials Certification
  • Experience working with Agile SDLC methodology and DevOps practices
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