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Application Support Analyst - Associate

Req #: 170114237
Location: Bournemouth, ENG, UK
Job Category: Technology
Job Description:
Global Technology Infrastructure (GTI) is the technology infrastructure organization for the firm, delivering a wide range of products and services, and partnering with all lines of business to provide high quality service delivery, exceptional project execution and financially disciplined approaches and processes in the most cost effective manner. The objective of GTI is to balance both business alignment and the centralized delivery of core products and services. GTI is designed to address the unique infrastructure needs of specific lines of business and the demand to leverage economies of scale across the firm.
Application Software Engineering (ASE) is focused on developing and delivering services that integrate software solutions with infrastructure in innovative, cost effective and efficient ways. The ASE team provides services for use by business-aligned application delivery organizations, across all layers of the software stack, which may include application interface services, productivity and collaboration tools, and data integration solutions.
ASE Operate currently seeks an Application Support Analyst to be responsible for end to end knowledge of our application portfolio. This would include a full understanding of applications you are designated as a SME (Subject Matter Expert) of, working with internal customers to drive their issue to resolution. This individual must have excellent problem solving skills and be able to demonstrate this within a global support environment. We require a task and detail oriented person to drive efficiencies, application stability, automation of manual processes, raise and prioritize defects, recommend enhancements and most of all support our clients with urgency, professionalism and respect. Candidates must demonstrate a willingness to learn new technologies and business processes as required as well as take ownership of issues and drive them through to completion, engaging others and escalating where necessary. ASE is moving into a DevOps culture therefore an understanding of this culture will be advantageous.
  • Vulcan ticket queue management
  • End to end ownership of production support issues
  • Prioritise issues, identifying critical production impact tickets 
  • Technical troubleshooting, analysis, and resolution
  • Provide hands-on support for products and applications within Service Level Agreements
  • Interface with internal business and technical partners
  • Escalate issues to Level 3/4 and/or appropriate teams
  • JIRA project queue management
  • Drive application defect resolution and enhancement implementation
  • Attend meetings with Application Developers to address chronic defects
  • Awareness of all system enhancement/defects and schedules
  • Perform user acceptance testing for enhancements and defects
  • Documentation governance for internal knowledge base and customer facing ‘How To’ articles
  • Deep dive reporting and analysis of top issues, identifying actions to drive down ticket volume, time to resolve and improve SLA’s
  • Run ticket reduction projects to improve efficiency and client experience ensuring delivery on time and in-scope
  • Assist with application on-boarding into support model in line with operational readiness checks
  • Attend and run weekly support meetings where required
  • Assist with technically upskilling team members
The following technical skills are desired but not essential 
  • Previous experience supporting software applications and working in a global support environment required
  • An understanding of, and/or experience working in an Agile, DevOps environment would be advantageous
  • Linux or Windows Application or support experience
  • ApacheTomcat or IIS administration experience
  • Experience in administering, configuring and supporting Nagios
  • Experience of administering, configuring and supporting Splunk
  • Experience with lifecycle application deployments
  • Experience in Unix Shell Scripts (Boure shell, Korn shell) or Wintel scripting (VBScript or PowerShell)
  • Experience with CI and CD tools such as Jenkins, Travis, SCCM, SCOM etc.
  • Unix\Windows Administration Experience
  • SQL, Oracle or MS SQL specific experience
  • Knowledge of TCP/IP and networks in general beneficial
  • Experience working closely with engineering and Dev teams to identify automation opportunities and solutions to currently manual work practices
  • Experience in exploring new technologies to optimize the delivery and reliability of automation desirable
  • Knowledge of technical architecture/infrastructure
  • Experience with existing GTI/JPMorgan applications desirable 
Other Highly Desired Skills
  • Great customer service skills and continued dedication to providing best in class service at all times. Individual will work with users, who have entered Button tickets, and require further assistance from an application expert. Individual must be able to provide answers in a professional, timely manner
  • Proactively seeks challenges and addresses issues
  • Goal orientated and thrives under pressure
  • Flexible, able to pick up new tasks, concepts and tools easily 
  • Basic project management such that one can lead the execution for any owned tasks, milestones, or projects
  • Excellent English speaking and business writing skills
  • Excellent verbal communication across multiple levels of the organization from engineers, users, and different managers.  The ability to work well at multiple levels of the organization
  • Excellent written communications to assure email clarity and professionalism
  • Team-based problem solving skills.  The ability to work with additional support resources to solve a problem or drive a needed improvement
  • Good listening skills, in order to continually improve an application based on interactions with x-impacted teams and users
  • The ability to challenge other functional staff around service, and drive calls to resolution during incidents
  • The ability to professionally and efficiently address issues as they arise
  • Detail Oriented
  • Excellent time management skills with experience handling multiple requests and queries at the same time, and delivering
  • Ambition, energy and enthusiasm will be a key trait to any individual's success in this role.
About JPMorgan Chase & Co
J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.5 trillion.  The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its J.P. Morgan and Chase, and WaMu brands.

JPMorgan Chase & Co. offers an exceptional benefits program and a highly competitive compensation package. JPMorgan Chase & Co. is an Equal Opportunity Employer.

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