Job Description

Join our team as a Technology Support Associate!

As a Technology Support Associate in Human Resources, you will triage and prioritize technology tickets based on business impact, lead fast-paced incident calls with internal and external teams, and facilitate collaboration across Technology, Product, Business, and Communications partners. You will drive issues to resolution while maintaining real-time communication updates, create internal documentation for new or unique issues, and provide occasional white-glove support for sensitive matters requiring discretion and exceptional attention to detail. Success in this role requires strong analytical problem-solving skills, the ability to manage work within prescribed SLAs, and a self-directed approach to maintaining operational stability and continuous improvement.

Job Responsibilities

• Triage incoming technology tickets and determine the order in which they are addressed based on business impact, resolving issues when possible, and managing work in queue within prescribed SLAs
• Provide end-to-end application or infrastructure service delivery to enable successful business operations of the firm
• Support the day-to-day maintenance of the firm's HR systems to ensure operational stability and availability
• Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
• Lead fast-paced incident calls that include internal and external teams, ensuring all relevant teams are engaged, the group remains organized, and action items are captured and driven to closure
• Own real-time updates to communication channels during incidents, including status updates appropriate for Senior Management
• Work with cross-functional teams and facilitate collaboration between technology, product, business, and communications partners
• Build and maintain positive, trusted relationships with product, technical, business and other cross-functional partners
• Identify issues for escalation and communication, make comprehensive connections across systems, determine next steps, and provide solutions to business and technology stakeholders
• Create and maintain internal documentation when unique or new issues are discovered to support knowledge sharing and continuous improvement
• Provide occasional white-glove service for sensitive issues requiring great care, discretion, and attention to detail; adhere to risk/control expectations, procedures, and processes

Required Qualifications, Capabilities, and Skills

• 4 years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment, both on premises and public cloud
• Experience in observability and monitoring tools and techniques
• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
• Strong analytical, technical, and conceptual problem-solving skills
• Ability to manage work in queue within prescribed SLAs and deliver timely, accurate, thorough, and high-quality work in challenging situations
• Ability to learn new systems quickly and interact with multiple systems simultaneously
• Ability to make comprehensive connections across issues and determine appropriate next steps and escalations
• Ability to communicate effectively to Senior Management; clearly articulates and asserts ideas and contributes to solutions
• Leverages knowledge, skills, and expertise to enhance internal client relationships
• Embraces change efforts; self-directed, self-motivated, and able to work independently

Preferred Qualifications, Capabilities, and Skills

• Working understanding of Oracle HCM
• Familiarity with Active Directory
• Proficiency with Microsoft Office Suite
• Experience with ServiceNow ticketing workflows
• Technical Incident management
• SQL experience is a plus but not required

To be eligible for this role, you must be authorized to work in the United States. We do not offer any type of employment-based immigration sponsorship for this role. Likewise, JPMorgan Chase & Co. will not provide any assistance or sign any documentation in support of any other form of immigration sponsorship or benefit, including optional practical training (OPT) or curricular practical training (CPT).

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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.

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.

Equal Opportunity Employer/Disability/Veterans