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Salary
Who We Are
The Global Technology (GT)Product Tooling product line has a mission to deliver integrated tools for product-aligned teams firmwide at JPMorgan & Chase. We have a vision that joining efforts to create tools maximizes agility and value delivery. Our portfolio includes tools for capturing customer needs, defining strategy and roadmap, managing dependencies, OKRs, release communications, product lifecycle, and more.
Description
We genuinely believe we can play offense through delivering excellent tools for product teams and doing so in an organization at the scale of JPMorgan & Chase means our work has a tangible impact that is clear in terms of speed, agility and customer satisfaction.
Product teams depend on the GT Product Tooling’s portfolio of in-house and SaaS applications as this toolchain is integral to how they prioritize, define and deliver high-value outcomes as well as how they manage commitments, dependencies, and expectations along the way.
As a Product Support Specialist in GT Product Tooling, you will serve as a technical resource for internal product teams, troubleshooting customer issues, making back-end configuration changes when appropriate, and driving support requests through resolution.
In this role, you will:
- Develop a deep understanding of our Product Tooling portfolio capabilities and configurations
- Learn how our tools integrate with various systems and ways of working
- Stay abreast of new Agile tools and techniques, methods, and strategies
- Bring industry best practices and innovative ideas to the team, implementing fit-for-purpose improvements
- Gain insight into how tooling in general compliments or hinders digital transformation in a large organization
- Join a dedicated team in rapid evolution and transformation; learn, adapt, support, and fill gaps where needed
Responsibilities:
- Serve as technical resource offering subject matter expertise and advice
- Maintain support request queue – responding and escalating as appropriate and always driving to resolution
- Perform backend configuration changes on behalf of product teams
- Simplifying information discovery – for example by updating or automating Knowledge Base as needed
- Partner with Engineering, Product Management & Customer Success to deliver a holistic product experience
- Become an advocate for removing internal impediments in order to improve customer experience
- Ensure new and emerging practices are shared with others and embedded into training and playbooks
Required Skills/Experience
- Bachelor’s Degree in IT Customer Support, Software Engineering or related technical field
- Minimum 2+ years’ experience in an IT customer facing role
- Strong written and oral communication skills
- Strong analytical and prioritization skills
- At least two of the following: Tableau, Splunk, scripting or programming experience
- Strong knowledge of Jira Software and Microsoft Office suite
- Working knowledge of Agile delivery techniques, in particular scaling frameworks
Preferred Skills/Experience
- Strong knowledge of Jira Align
- Working knowledge of Confluence
- Certification in one or more Agile/Scrum methodologies or scaling frameworks
- Coaching, Facilitation and Teaching skills
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
ABOUT THE TEAM
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.
