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Product & Customer Support Analyst

Location
Columbus, Ohio
Job Type
Permanent
Posted
7 Jan 2023
Data Pipeline - Product and Customer Support Analyst, Associate

Employer Description

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Equal Opportunity Employer/Disability/Veterans

Organization Description

Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.

This position will be a key role within the Data Pipeline (DPL) product office. The DPL team is looking for an experienced candidate to manage client issues and forums. This person would assist in initial triage and on-going management, oversight and communication including:
  • Facilitation of the Virtual Command Center including assigning support tickets to scrum teams, assessing issues that are aged and escalating, assessing, and assigning severity/impact to issues
  • Crafting and facilitating outage or support related communications
  • Monitoring of client forums including Symphony and Stack Overflow inclusive of responding or ensuring response and/or seeding of content
  • Hosting "office hours" for clients including facilitation of pair programming, demos, Q&A
  • Define and track key performance indicators
  • Assist in product adoption
  • Participate in customer focus groups/feedback loops
  • Participate in Agile ceremonies to deliver commitments
Qualifications
  • 5+ years experience and supporting a technical product
  • Experience problem solving and managing client/stakeholder demands
  • Experience with data movement or ETL tools, big data with data management
  • Excellent project management, process optimization, and communication skills
  • Ability to think strategically and work in a global environment
  • Diligent and efficient in execution even under tight time constraints; consistently overcomes and helps others overcome obstacles to completion
  • High proficiency in Excel, Word, and PowerPoint
  • Able to change tone of situations positively; drives change and always considers diverse perspectives to get the best outcome
  • Ability to thrive in a fast-paced, collaborative and cross-functional environment
  • Excellent written and verbal communication skills: able to present facts, thoughts, and ideas in a clear, concise, and convincing manner to senior stakeholders
  • Experience working in agile/scrum teams preferred
  • Exhibit an organized and systematic approach to problem solving, understanding of both design thinking and systems thinking
  • Very organized and able to work on multiple projects concurrently
  • Excellent interpersonal and presentation skills; both face to face and remotely
  • Strong customer facing and presentation skills
  • Minimum BS or equivalent level of education/experience required
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

Equal Opportunity Employer/Disability/Veterans

Base Pay/Salary
Jersey City,NJ $99,750.00 - $160,000.00 / year
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Details

  • Job Reference: 863892019-2
  • Date Posted: 7 January 2023
  • Recruiter: JPMorgan Chase Bank, N.A.
  • Location: Columbus, Ohio
  • Salary: On Application
  • Role: Data, Mobile, Other, Project Management
  • Job Type: Permanent