Operations Analyst I-Digital Services Operations-Incident Ma
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Wilmington, DE 19806
Schedule is Mon-Fri, 8am-5pm plus minimal rotating after hours on call support approx. once every 8 weeks
The Digital Services Operations team supports Internet sites for all lines of business within J. P. Morgan Chase. We work closely with all lines of business including: Auto Lending, Business Banking, Card Services, Commercial Banking, Education Finance, Home Lending, Investing, Private Bank, Private Client Services, Retail and Treasury.
As a Digital Services Operations Business Analyst you will work on a team that provides 24 × 7 operational support for all online banking business processes. Prior experience with payments research and processing (i.e. – online bill payments, check processing, ACH and Wire transfer processing as well as knowledge around NACHA regulations and Federal Reserve guidelines, ACH returns and rejects) is preferred. Familiarity with other online banking products such as paperless statements, secure messaging and customer email notifications, online account alerts, personal financial management software (i.e. – Quicken and Microsoft Money) and mobile banking is a plus.
In this role you will be responsible for:
+ Efficiently bringing production issues to resolution through effective online banking troubleshooting methodologies, including customer account issue investigation and triage, clear and concise on-going documentation of resolution efforts, and validation of implemented fixes.
+ Establishing sound, constructive working relationships with development and support teams across the firm, to ensure issues are brought to resolution with the appropriate level of urgency.
+ Communicating clearly and effectively to stakeholders and senior management with respect to the nature, impact and resolution efforts of all critical customer-impacting issues.
+ Participation in quarterly production releases by validating correct functionality of customer-facing products and services, as well as internal support tools post-implementation.
+ Documenting and sharing learned best practices with team members, with respect to troubleshooting and resolution procedures for supported products and services.
+ Participating in an on-call pager rotation.
+ Requires 2+ years of experience in incident management/production support and issue resolution experience, preferably in a banking / payments research and processing field, with familiarity of NACHA regulations and Federal Reserve guidelines.
+ Prefer broad basic knowledge of web payments, web banking products and services and payments research and processing (i.e. – online bill payments, check processing, ACH and Wire transfer processing, ACH returns and rejects)
+ Requires strong experience in the production / customer support field including incident management, complying with department procedures, positively influencing client relations, and process and quality improvement.
+ Experience working in an environment which requires a dedicated focus on the customer, as well as an understanding of how impact to customers drives prioritization.
+ Ability to handle on-going re-prioritization and effective management of workload based upon changing customer impact and resolution requirements.
+ Ability to multi-task effectively in a fast-paced environment.
+ Must be willing to work in a role that occasionally requires 24×7 rotating on-call support. Prefer experience working in a role which requires 24×7 rotating on-call support.
+ Excellent interpersonal and team player skills.
+ Excellent communication skills, both written and oral.
+ Sound working knowledge of Microsoft Office suite of applications.
+ High School diploma required, Bachelor’s degree preferred or equivalent combination of education and experience.
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.