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Infrastructure Operations - Reporting Support & Administration

Req #: 170106514
Location: Houston, TX, US
Job Category: Technology
Job Description:
Global Technology Infrastructure (GTI) is the technology infrastructure organization for JPMorgan Chase, partnering with all lines of business to deliver a wide range of high-quality products and services. We provide exceptional project execution and financially disciplined approaches and processes in the most cost-effective manner by following three strategic objectives: 
  • Stability and Security – Deliver a controlled, stable, resilient and secure operating environment
  • People – Develop and manage our people to build a high-performing, delivery-focused team
  • Delivery – Deliver business value through technology while improving efficiency and productivity within GTI
 
Job Description:
 
 As a Reporting & Business Intelligence Infrastructure Support Analyst, you will provide high quality technology support and solutions in the Reporting Shared Services environment.  You will be responsible for the operation and integration support of the Reporting Shared Services DEV, UAT, DR and Production environments.  This will require you to work closely with support teams in all regions to ensure high standards of support are maintained and in some cases adapted for users of each service.  The analyst is expected to establish new client relationships (internal) while maintaining existing local relationships.
 
The team is also responsible for the integration of new clients into the Reporting Services product set.  We focus on providing a stable and reliable reporting experience to our clients.  You will also work closely with the system engineering teams, database administrators, network and storage teams to help maintain an exceptional client experience.
 
This position is specifically looking for a resource that has experience with Cognos administration and support; Linux/Unix OS knowledge; configuring and troubleshooting database connections, ability to learn and work in multiple reporting environments and to identify root cause and solutions to ongoing issues. This job will also require the ability to work with and configure various monitoring and infrastructure tools.  Previous experience with change control and ticketing systems would also be helpful.  Flexibility and the ability to quickly learn and adapt to new systems is key.
 
The core technologies currently supported are Cognos; Business Objects; Qlikview.  The technologies currently support various clients across multiple lines of business around the world.  This position will require some weekend work on a rotational basis. 
 
 
Responsibilities:
  • Day to day operations of the reporting environments.
  • Technical problem resolution for all technology related issues within the reporting environments, including trouble shooting system problems; restarting systems; adding new monitoring; improving existing scripts; automating manual tasks
  • Resolve customer complaints with software and provide a great customer service experience for our clients
  • Vendor interactions with SAP and IBM on technical issues and problems requiring vendor support
  • Assist in the planning, design and implementation of service packs and version upgrades to the reporting tools
  • Identify and report problems in new and existing software
  • Recreate software problems to facilitate solutions
  • Validating/testing various fixes for the identified issues
  • Involved with the Service Owner to consult on performance management and capacity planning
  • Assist with On-boarding new tenants to existing environment
  • Recommends configuration updates to the environment to support new requirements and helps to coordinate implementation
  • Work with the Service Owner to define and refine security models on the various products
  • Employ best practices for design, development, unit testing and test plan development]
  • Collaborate with other team members to solve issues and share knowledge
  • Contribute new knowledge to the existing knowledge base to expand the resources available to our team
  • Experience administrating reporting systems such as Cognos, preferably in Linux/Unix OS environments
  • Some basic reporting knowledge around Cognos, Business Objects, and/or Qlikview or similar reporting systems
  • Significant previous operational support and application troubleshooting
  • Experience with production support of highly available applications
  • Experience functioning as part of a software team
  • Good communications skills and customer focused support
  • Self-motivated and Responsible, able to own and drive a project when necessary
  • Extraordinary Trouble-shooter with ability to diagnose and support mission-critical systems
  • Ability and interest in learning to support various reporting packages

Preferred Skills:

  • Strong ability to work in a highly focused technical environment together with other motivated and driven professionals, as well as the ability to work independently
  • Strong organizational, multi-tasking and time management skills to meet deadlines
  • Good verbal/written communication and presentation skills
  • Excellent customer service skills
  • Good documentation practices
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