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Applications Support Analyst

Req #: 180024157
Location: Plano, TX, US
Job Category: Technology
Job Description:

Chase Consumer & Community Banking serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 129,000 employees serve our customers in 57.5 million households by following Chase's Five Keys to a Great Customer Experience.


The Mortgage Technology team is seeking an Application Support Analyst to work in a .NET environment and support multiple Servicing & Default applications.  You will be responsible for day-to-day support of the applications, including tasks related to identifying and troubleshooting application issues and issue resolution or escalation.  Responsibilities also include root cause analysis, management communication and vendor relationship management.  Evening/Weekend on call periods are required.

Key Responsibilities:
  • Manages activities related to maintenance of the application systems that are running the daily operation of the firm
  • Responsibilities include oversight for the creation and maintenance of application Service Level Agreements, root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
  • Manages the production changes made in accordance with lifecycle methodology and risk guidelines and data management
  • Responsible for coaching and mentoring less experienced team members as well as overall team management responsibilities
  • Root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
  • Ensures all production changes are made in accordance with lifecycle methodology and risk guidelines
  • Responding promptly to application alerts and issues
  • Level-2 Troubleshooting Applications / Infrastructure issues within benchmarked SLA’s
  • Responsible to report production impact details and able to elaborate to the management
  • Knowledge in Middleware (Tomcat) deployment & troubleshooting 
  • Adhere to standards and processes for incident resolution
  • Maintain production support run docs for each application
  • Analyze and drive to RCA (Root Cause Analysis)
  • Support SFTP, HTTPS and MFT transmissions
  • Govern SSL Certificate Renewal process
  • Support enterprise quarterly HA/DR Sustained resiliency projects
  • Collaborate with Level1, Level 3 AppDev or engineering teams when issues arise that requires additional support
  • Implementing, measuring, and improving all processes, procedures, and activities required to ensure maximum availability, utility, flexibility, and responsiveness of the production environment
  • Technical writing skills with the ability to create or modify run-books as needed.
  • Ensure compliance with JPMorgan policies and procedures

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

  • Bachelor's degree in Computer Science or  related technical or business area
  • Minimum 5+ years of applications production support/application development work experience preferably supporting applications in a mortgage servicing environment
  • 5+ years of experience in information technology with an emphasis on application support and .NET development using MVC
  • 5+ years of experience with production support and development life cycle in a client/server and web based environments
  • 5+ years of experience in developing 'proactive' processes designed to alert/eliminate problems before they escalate to an issue
  • Familiarity with technology deployment procedures
  • 5+ years of experience with technology problem resolution procedures and triage.
  • 3+ years of experience utilizing scheduler software such as Control-M or Autosys, and file transfer protocols such as FTP and SFTP
  • 5+ years of experience in developing detailed process workflow with automation orientation
  • 5+ years of experience with Oracle, SQL, SQL Server DB, Unix, VB6, .Net (expert) and Java (intermediate)
  • Knowledge of any scheduler (adTempus/Control-M)
Preferred Experience:

Understanding designing and implementing proactive systems monitoring and health checks

    • Incident management life cycle skills and experience
    • Experience developing system metrics and stability reporting
    • Knowledge of Problem and Change Management processes and tools
    • Excellent written and verbal communication skills with various levels of an organization
    • Ability to influence and lead technical conversations within other IT groups to guide problems to resolution
  • Self-confident, self-directed, and ability to work with various levels of staff and management
  • Excellent time management skills
  • Ability to remain calm, work in a fast paced, at times pressured environment, and balance competing priorities
  • Skilled in problem solving, troubleshooting and analytical reasoning
  • Ability to work well in a team-oriented, agile environment
  • Strong analytical skills and an eagerness to learn new technologies
  • Technical skills in one or more of the following:
    • 24/7 Customer Support and Service Delivery Model
    • Application Support
    • Technical Problem Resolution
    • Network & Infrastructure 
    • Application Development
    • Business Analysis
    • Business Applications Knowledge
    • Business Continuity Testing Knowledge
    • Database Development
    • IT Risk Management
    • Operations Systems and Data Sources Knowledge

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

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