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Business Analyst II - Content Management

Req #: 170084976
Location: Columbus, OH, US
Job Category: Technology
Job Description:
Business Analyst - Content Management Analyst
The Chief Administrative Office (CAO) supports the Consumer Bank’s 5,200+ branches, primarily focusing on branch related processes, systems, real estate, resiliency, phone support, change management, and program/project management.  The Branch Systems Banking Service and Performance team specifically, is a center of excellence for project delivery across our businesses and is engaged for high priority projects/issues. Given its broad mandate, this team is highly visible and is seeking top performers with a proven record of accomplishment who are motivated to engage quickly and deliver real impact in a fast-paced environment.
Smartforms is the primary tool used to access documents and disclosures for Financial Advisors.  Forms Online is a tool primarily used by over 5,200 branches along with various other Lines of Businesses throughout the JPMorgan Chase & Co.  Forms Online hosts over 800 documents and web forms that allow the user to view and edit documents within allotted fields, print, and either provide to the customer or scan using the All-In-One printer.  The CCB Application Content Server is the central repository for all content within Customer Assist, Contact Manager, and Branch Dashboard. This repository hosts over 5,000 files. 
As a Business Analyst on the Branch Systems team, you will be responsible for content management analysis and publication of content used by our internal and external partners within Chase Wealth Management, Consumer, and Business Banking to successfully server our customers.  You will support file publication in Smartforms, and provide back-up support for Forms Online and Content Server. You will also play a role in the creation and updating of the content, be responsible for day-to-day execution, problem resolution, and release support. You will work with our partners, represent operating process improvements, manage issue resolution, and ensure service levels are met.  
A successful candidate will be able to work independently, focus on the customer and banker experience, seize opportunities for improvement, and execute the tactical steps required to achieve the long-term vision. Additionally you will track activities and issues, complete project work, and obtain participation and support from all stakeholders. 
As a member of the Branch Systems Banking Service and Performance team, the candidate will be responsible for:
  • File publication: Publishing accurate files at the right place and right time.
  • Understanding the similarities and differences across 3 different content repositories and readily move between them.
  • Demand Management: Collaborate with business stakeholders to understand their demand; you will be responsible to define, solicit, assess, and document business requirements for documents.
  • Maintaining proper documentation and approvals for all necessary changes to any of the repositories.
  • Developing and maintaining a thorough understanding of the needs of the customer from the business and technical perspective.
  • Problem identification and resolution.
  • Monitoring and meet existing metrics/SLAs.
  • Following existing policies and procedures, as well as recommending policy and process enhancements to improve operational processes and the banker and customer experience. 


  • Bachelor’s degree, 3-5 years equivalent/qualifying work experience or other specialized education.
  • Strong communication and documentation skills.
  • Ability to work on multiple projects/implementations with simultaneous tasks and deadlines. 
  • Excellent working knowledge of Microsoft Office (Word, Excel, PowerPoint, etc.).
  • Strong attention to detail.
  • Strong analytical and conceptual skills.
  • Ability to work independently.

Desired Qualifications:

  • Experience and/or familiarity with front-line banker systems very beneficial.
  • Excellent working knowledge of Adobe Acrobat Professional - PDF creator preferred.
  • Strong document design experience.
  • Expert HTML/HTML5 skills.
  • Strong JavaScript and other scripting skills.
    Cascading Style Sheet (CSS).skills
  • Experience with SharePoint site creation and management.
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