Application Support

Job description

Application Support Analyst

Corporate - GTI - GSCS - Application Support Analyst - Associate - Houston

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of > $2 trillion and operations in more than 60 countries. 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.

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.

Global Strategy & Core Services (GSCS) is focused on developing and delivering services that integrate software solutions with infrastructure in innovative, cost effective and efficient ways. The GSCS 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.

We are looking for an Application Support Analyst to join the global team responsible for the 24 x 7 running of applications and services, providing end user support for a portfolio of in-house and vendor SDLC related products utilized by technologists across all LOBs within the firm.
The roles requires someone that is quick learner, detail oriented with the experience of working efficiently and effectively in a global distributed environment.

The successful candidate must be able to think and work independently - yet contribute to the team, share knowledge and provide assistance to team-mates. In a fast-paced and challenging environment; the individual will have to meet the demand of user issues and requests in a prompt manner, using their multi-tasking skills to quickly analyze and respond to issues, and understand the necessity of frequent and effective communication with both internal and external stakeholders to help establish priority of issues in the queue.

This is a great opportunity to leverage technical expertise and potential to learn new skills in a technology focused environment.

Responsibilities shall include:
· Work in a multi-disciplinary team to provide day to day production support and assistance for technology projects.
· Primary point of contact for user issues and requests, technical troubleshooting, analysis and resolution.
· Production support to include problem resolution, application administration and configuration, application support for SDLC related products
· Managing high volumes of user requests and being able to prioritize multiple issues effectively
· Communicating directly with users, understand end user requirements and relationship building There may be an element of shift work providing shift cover from Monday to Friday. The nature of the business means there can be times throughout the year when weekend work is required.

Desired profile

Qualifications

Essential Background

·  Solid background in application support; specialized training or equivalent work experience
·  Experience of working within a ticketing system with a clear understanding of SLA's
·  Excellent verbal and written communication and influencing skills
·  Excellent analytical and problem solving skills
·  Experience in customer support orientated environment
·  Ability to develop strong client relationships and work with both technical and non-technical users on issues
·  Understanding of Incident and Problem Management

Essential Skills
·  Experience of the following technologies: JIRA, Confluence, Nexus, Subversion, BitBucket, GIT, Stash,
·  Experience with Linux, UNIX operating environments
·  Experience with Windows Server and Desktop and VDI
·  Experience of working in a distributed team of technical staff / working in technology organization
·  Experience of working in an environment subject to Change Control, implementation policies and standards
·  Strong documentation skills, ability to organize and prioritize workload

Desirable Skills
·  Experience with Scripting - Perl, Python, UNIX Shell
·  Experience of desktop virus scan tools and standardized methodology for delivery of patches and/or upgrade of desktop applications
·  Knowledge of developer tools such as IDEs (Eclipse, MS-Visual Studio.NET, and so on)
·  Experience with Apache/Tomcat based Web Services
·  Experience of Service Monitoring / Nagios
·  ITIL Qualification