Product Support - Associate

You are a strategic thinker passionate about driving solutions in Product Support. You have found the right team.

As a Product Support Associate in our Corporate team you will spend each day defining, refining and delivering set goals for our firm.

In this role, you'll use both creative and critical thinking skills to maintain application systems that are crucial to the critical operations of the firm. You’ll work collaboratively in myIG teams on a range of applications. While learning to fix application and data issues as they arise, you'll also gain exposure to product management, software development, testing, deployment, maintenance, and improvement, in addition to production lifecycle methodologies and risk guidelines. Finally, you'll have the opportunity to develop professionally —and to grow your career in any direction you choose.

Job Responsibilities 

• Work alongside the Application development team to discover, develop, and build product enhancements that address the application stability and usage
• Conduct regression testing along with Product Owners during each sprint and perform validation testing after release
• Drive the prioritization of any defects found with PO's and work with AD on the resolution
• Act as the business contact for any queries and issues related to the app from the users.
• Leverage agility tools(JIRA, Confluence and Service Now) to record incident, enhancements and document product features.
• Troubleshoot priority incidents, conduct post-mortems and ensure permanent closure.
• Analyze patterns of incidents, develop permanent remediation plans, and implement automation to prevent future incidents from occurring through software engineering.

Required qualifications, capabilities, and skills

• Experience authoring business requirements, defining user stories and execution including bringing together cross functional teams within an Agile development framework.
• Proven ability to distill complex ideas into consumable and actionable materials.
• Excellent presentation and communication skills(both oral and written) is a must.
• Effective issue management skills, problem identification, root cause analysis, and solution recommendation. 
• Self-confident, self-directed, ability to work with various levels of staff and management. 
• Excellent time management skills. Ability to remain calm, work in a fast paced, at times pressured environment, and balance competing priorities. 
• Strong global team member, interaction with staff and clients to achieve business goals. Good understanding of Agile Methodology, Scrum Framework and Scrum ceremonies

     Preferred qualifications, capabilities, and skills

• Bachelor's degree or higher in Engineering, Computer Science, or Information Technology. 
• At least 7 years equivalent experience with at least 4 years of product support/business analyst experience with track record of delivery of new products and features in a SAAS based application.
• Experience working in the financial industry or Planning and Analysis domain is a plus 
• Knowledge of Alteryx and Tableau is a plus. Understanding of Financial and Banking applications or related business experience is a plus.
• Experience in Incident, Change and Problem Management is an added advantage.

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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.