Senior Technical Support Analyst

s, and drive evolution of utilization of standard observability tools

• Escalate and communicate issues and solutions to the business and technology stakeholders, actively participating from incident resolution to service restoration

• Lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Proficient in observability and monitoring tools and techniques

• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

• Collaborate with cross-functional teams, including software development, quality assurance, and business stakeholders

• Proficient in stakeholder management, with a track record of establishing productive working relationships and driving mutually beneficial outcomes

• Experience participating in ServiceNow ITSM development projects, including requirements gathering, configuration, and deployment.

• Strong understanding of ServiceNow platform capabilities, modules (such as Incident, Problem, Change, Request, CMDB), and integration best practices.

• Proven ability to translate business requirements into ServiceNow technical solutions and workflows.

• Excellent communication and documentation skills, with the ability to present technical concepts to non-technical stakeholders.

Preferred qualifications, capabilities, and skills

• ServiceNow certifications (such as Certified System Administrator, ITSM Implementation Specialist) are highly desirable.

ABOUT US

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.

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.

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.