Client Operations - Sr. Associate - Issues Management

You will be responsible for technical analysis and troubleshooting across multiple platforms, supporting production, merchants, and other resolver groups. As an Issues Management (iTake) Analyst, you will be required to thoroughly evaluate information, engage, and communicate issues to help remediate and resolve business and production problems efficiently and effectively. In support of incident management and problem management functions, you will work closely with other resolver groups as needed to mitigate client impacts and operate within defined SLAs. This entails extensive research, resolution and root cause analysis of issues which can be associated with our distributed technologies, user interfaces or client specific configurations. Issue resolution requires collaboration between various business and technology teams and you are responsible for ensuring resolution of all assigned issues as well as communication to applicable stakeholders.

Job Responsibilities:

• Ability to serve as a Knowledge Lead/Senior SME within the Issues Management Case Core/Group framework
• Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate root cause analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities
• Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components
• Leads and ensures assigned project activities are completed within established timelines

Required Qualifications, Skills and Capabilities

• Demonstrated strong technical skills and business acumen related to data management and payments processing
• Strong Excel Skills
• Excellent communication skills, organizational skills and time management skills
• Minimum 5+ years' experience in a Customer or Client Facing related role
• Ability to work independently with minimal supervision as well as collaborate within a group
• Experience with incident management, production support and problem management processes

Preferred qualifications, skills and capabilities

• Demonstrated strong SQL query experience writing and modifying complex queries
• Minimum of 3+ year experience with help desk ticketing systems
• Ability to influence and lead technical conversations with other resolver groups as directed
• Executive Presence including summarizing, recommending and presenting issues as well as solutions to Senior Managers and Executive Leadership as requested
• Master's degree or 5+ years equivalent relevant work experience