7 days old

JPMorgan Chase & Co.
Columbus, OH 43215
  • Job Code

Voice Capture Analyst

Job Description

The Application Support Analyst within a Production Management team is responsible for the technical support of global production applications and infrastructure. The selected candidate will provide second level frontline support for incident management which includes reporting, root cause analysis, production efficiency and improvement recommendations as well as ad hoc support during pre-production change management cycles. They will partner closely with key stakeholders across the line of business and technology teams to balance production stability with customer obsession. They will also leverage previous production support experience to identify and engineer solutions for chronic issues and automation initiatives that reduce toil in the environment.  The Production Management team is critical to the day to day operations of our business and requires a highly dedicated individual who can take ownership, provide procedural and technical support to various teams, as well as internal and external stakeholders.

In addition to driving day-to-day issues, major incidents, and outages to full resolution, the Application Support Analyst will also work hand-in-hand with the application development, infrastructure and implementation teams in a collaborative environment. The candidate will leverage established partnerships across these groups to influence best practices, identify opportunities for improvement and efficiency gains, and ensure compliance with risk and controls standards for the supported platforms.

The ideal candidate for this role is a dynamic individual with excellent communication skills, who is able to adapt verbiage and style to the audience at hand and deliver critical information in a clear and concise message. The candidate must be a strong analytical thinker, with business acumen and the ability to assimilate information quickly, with a solution based focus on incident and problem management.

General Tasks & Responsibilities:
  • Incident Management
    • Possess excellent trouble-shooting skills, and the drive to help internal/external customers
    • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
    • Conduct appropriate monitoring tasks to include maintenance and patching validation
    • Gather logs and necessary details to facilitate the analysis of technical issues
    • Create technical documentation to further increase product knowledge
    • Create agile stories for alerting, monitoring and self-healing
    • Collaborate with AD team to bring the appropriate visibility on critical issues
  • Knowledge Management
    • Review historical records on closed cases to increase product and technical knowledge
    • Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
    • Attend training sessions offered and assist with peer training as needed
    • Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
    • Strong configuration and development background combined with reporting and analytics
    • Experience with routing, workflow, design, development and test to support CTI
  • Communication
    • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
    • Demonstrate effectively communication verbally and written to the team and customers
    • Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
    • Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
    • Positive attitude to self-learn and mentor others on new platform skills and technologies
  • Innovation
    • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
    • Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
    • Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies

Required Skills 

  • 3+ years hands on experience with Nuance Voice Bio 

  • 3+ years hands on experience with CallMiner Eureka Analytics 

  • 3+ years hands on experience with Call Recording solutions 

  • 3+ years supporting and  troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle

  • Subject matter expertise in Telecommunication with Telephony and Contact Center

  • Must have hands-on experience on Unix, Windows and VMware

  • Experience in Disaster Recovery and Site Resiliency Engineering planning and test execution

  • Knowledge on infrastructure, network zone, load balancing and data center

    Desired Skills

  • Experience supporting java web frameworks (Spring)
  • Development of automation/monitoring/deployment Scripting (PowerShell, Python)
  • Experience supporting cloud solutions both hosted and on-prem
  • Working knowledge in an Agile program preferably Scrum and/or Kanban
  • Experience in IT Security Tools such as Fortify, Web Inspect, Blackduck
  • Experience of implementing and configuring Splunk and Dynatrace
  • Understanding of orchestrations technologies: Maven, Jenkins, Docker, Kubernetes
  • Experience supporting a distributed messaging layer: Kafka, MQ (Websphere MQ)
  • Supporting APIs and services that utilize REST, SOAP and Web Services 
  • Experience in creating and evolving CI/CD pipelines with GitLab or Github following GitOps principles

Our Consumer & Community Banking Group depends on innovators like you to serve nearly 66 million consumers and over 4 million 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.


When you work at JPMorgan Chase& Company, you're not just working at a global financial institution. You're an integral part of one of the world's biggest tech companies. In 14 technology hubs worldwide, our team of 40,000 technologists design, build and deploy everything from enterprise technology initiatives to big data and mobile solutions, as well as innovations in electronic payments, cybersecurity, machine learning, and cloud development. Our $9.5B+ annual investment in technology enables us to hire people to create innovative solutions that will not only transform the financial services industry, but also change the world.


At JPMorgan Chase & Company we value the unique skills of every employee, and we're building a technology organization that thrives on diversity. We encourage professional growth and career development, and offer

competitive benefits and compensation. If you're looking to build your career as part of a global technology team tackling big challenges that impact the lives of people and companies around the world, we want to meet you 


Req #: 190109619
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3000 US Dollar (USD)

Keyword: card%20services


Posted: 2020-01-14 Expires: 2020-02-14

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JPMorgan Chase & Co.
Columbus, OH 43215

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