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Applications Support Analyst

Req #: 180015761
Location: Chicago, IL, US
Job Category: Technology
Job Description:
As an Application Support Analyst you will be responsible for providing 24 x 7 coverage performing troubleshooting, ticket updates, escalation, resolution and reporting of incidents for our production environments. In support of incident

management, you will employ your troubleshooting and SQL skills regularly as you work closely with other technology groups including Development, Data Base Administration, Quality Assurance (QA), Infrastructure (Networking, Systems and Storage, Build and Deploy, and Operations) as well as CAS (Client Application Support) which communicates directly

with our customers.

 

Key Responsibilities:

  • Provide incident management support for a suite of client-facing distributed applications
  • Lead, mentors and coaches a team of support analysts with specific focus on distributed, batch & vendor applications
  • Serve as Team lead & Manager backup as needed, to coordinate day-to-day operations and work load coordination
  • Serve as lead resolver and drive resolution for high priority incidents across the Line of business
  • Research issues escalated from Help Desks, Business, Vendors, Support Groups and other departments
  • Provides accurate problem identification, root cause analysis, ticket documentation and customer/vendor dialogue
  • Documents small-to medium-scale projects and delivers presentations with minimal supervision
  • Provides activity, progress and status reports to management and keeps management posted of any critical issues
  • Design, document and enforce support policies and procedures
  • Establishes strong working relationships with team members and across functions

 

  • Bachelor's degree (or equivalent work experience or specialized training) in Information Technology (IT), Computer Science (CS), Software Engineering, or related discipline.
  • Minimum of 3 years relevant Production Support and incident management experience.
  • Minimum of 3 years experience with help desk ticketing (such as Peregrine) and change control systems.
  • Minimum of 2 years experience support Java based applications.
  • Minimum of 2 years of experience with UNIX environment.
  • Minimum of 2 years of experience with database technologies like Oracle or SQL server is required.
  • Minimum of 2 years of experience working with application servers such as Tomcat.
  • 3+ years' experience with batch processing systems including batch scheduling, file delivery and loading ETL process, file formats, data content and record types.
  • 2+ years' of experience managing and/or actively participating in high-priority incident triage and resolution (P1's, etc.)
  • Experience with creating process, procedures, and documentation relating to incident management or systems operations
  • Ability to work weekend on call rotations required.
  • Experience using Batch processing tools such as Control-M is required.
  • Experience using monitoring tools such as Wily, Splunk & Dynatrace required.

Preferred Skills:

  • Excellent analytical and problem-solving skills.
  • Excellent written and oral communication skills.
  • Knowledge of J2EE framework and ability to debug Java code.
  • Ability to work independently as a self-starter, and within a team environment.
  • Experience with shell scripting is a plus.
  • Experience using defect management tools such as Jira, HP Quality center is a plus.
  • Banking and/or financial services industry experiences a plus.
  • Experience in performance analysis is a plus.
  • ITIL knowledge or certification is a plus.

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.

 

Commercial Card, a business unit of JPMorgan Chase within Card, Merchant Services and Auto Finance is a global

program covering 95 countries and 28 currencies. Commercial Card provides a range of payment services to corporate

and public sector clients globally through the commercial card products. Services include procurement, corporate travel

and entertainment, expense management services and business-to-business payment solutions.

 

When you work at JPMorgan Chase & Co., you’re not just working at a global financial institution. You’re an integral part of one of the world’s biggest tech companies. In 14 technology hubs worldwide, our team of 40,000+ technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world. 
 
At JPMorgan Chase & Co. we value the unique skills of every employee, and we’re building a technology organization that thrives on diversity.  We encourage professional growth and career development, and offer competitive benefits and compensation.  If you’re looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies all around the world, we want to meet you. 
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