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Tools Enablement & Analytics Specialist

Req #: 180027909
Location: Wilmington, DE, US
Job Category: Technology
Potential Referral Amount: 0 US Dollar (USD)
Chase Consumer & Community Banking (CCB) serves nearly 66 million consumers and 4 million small businesses with a broad range of financial services, including personal banking, small business banking and lending, mortgages, credit cards, payments, auto finance and investment advice. Our 135,000 employees serve our customers by following Chase’s Five Keys to a Great Customer Experience.
 
Consumer & Community Banking consists of the following lines of business:
 
Consumer Banking serves 23 million households at more than 5,570 branches in 23 states, 18,298 ATMs, online, through mobile and by phone.
Mortgage Banking serves customers primarily through the branches, as well as by telephone and online. Services 6.3 million mortgage loans with combined balances of $924 million and offers purchase and refinance solutions to first-time and experienced home buyers.
Chase Card Services is the No. 1 credit card issuer in the U.S. (based on outstanding), with 65 million cards in circulation.
Chase Wealth Management consists of two distinct but integrated businesses, Chase Private Client and Chase Investments. More than 3,065 advisors oversee $219 billion in investment assets in more than 2,573 branches.
Business Banking provides deposit, credit and cash management services to businesses with annual revenue up to $20 million in 23 Chase footprint states, and is one of the nation's top SBA lenders.
Auto Finance is the No. 3 non-captive auto lender, providing auto loans indirectly through a national network of automotive dealers and manufacturer clients, as well as directly to consumers through bank branches and Chase.com. Chase also provides commercial loans and floorplan financing to auto dealers.
Chase Commerce Solutions is the global payment processing, merchant acquiring and offers business of JPMorgan Chase & Co.
 
CCB Technology is seeking an Infrastructure Support Associate to work within the context of the Operations Technology Service Desk & Analytics Team.
 
This role will work within the Operations Technology organization and act as the primary point of contact to support incident, problem, change management, risk, client relationship, internal and external communications, lifecycle management and service evolution.  This position will support administrative functions required to deliver Infrastructure inclusive of planning, tracking, ordering, reporting, and consumption.  Execute the day to day duties of their function and to define and drive MIS requirements to support and improve the business processes they support.  Act as primary customer interface for day to day issues and queries.  May also act as a Team Leader, emerging in management.  Responsible for coaching and mentoring less experienced team members as well as overall team management responsibilities.
 
In addition, this position will also help develop and support analytics as it pertains to the multiple activities carried out by the CCB Technology team.  This includes collecting and organizing data, developing reports or data models and dashboards, and analyzing data in order to inform our decision making processes and bring us closer to our goals of providing supportive analytics to our business partners.  This position will work as part of a CCB Technology wide, cross-functional team to deliver on the reporting backlog through the use of agile processes and methodologies, and analytics tools such as R, Python and Tableau.
 
 
Key Responsibilities
  • Help plan, track and manage the proper use of technology infrastructure to optimize delivery and cost
  • Ability to collect, compile and manage all data associated with assigned service requests
  • Identify Service Desk process and knowledge gaps and streamline procedures for efficient response to customer inquires
  • Ability to create original documentation as well as update existing
  • Acts independently and leverages critical thinking
  • Advocates for customer base when faced with Infrastructure or Business Critical issues
  • Point of escalation for customer inquiries and problem resolution
  • May assists management in performing performance appraisals
  • Potential to participate in Team Talent evaluation
 
 
Skills & Business Knowledge
  • Domain Expert knowledge of the service, functional area or Infrastructure supported and interdependencies
  • Understand infrastructure components and how they are tracked and managed in various systems
  • In depth knowledge of Infrastructure & Infrastructure support methods
  • Has a mindset for risk and control compliance to departmental and company wide standards
  • Executes within a client centric environment for teams and contributors
  • Works effectively with teams and stakeholders to achieve common goals
  • Works well with team members, develops meaningful relationships to achieve common goals, and communicates effectively to gain shared understanding of strategic requirements
  • Understands firm wide priorities and technology offerings and collaborates with teams where appropriate
  • Works to increase speed of delivery without compromising quality
  • Working knowledge of the business(es) supported is a plus
  • Manages risk and control compliance to departmental and company wide standards
  • Employs Data Analytics strategies across the Enterprise
  • Knowledge of version and revision control practices & procedures (i.e. Github) a plus
  • Analytic programming & reporting skills (i.e. R, Python, Java, Tableau, etc.) a plus
  • Knowledge of Agile procedures a plus

Preferred Qualifications

  • Prior experience in a development environment
  • Experience managing multiple projects and priorities a plus
  • Extensive experience with MS Office tools such as Word, Excel, Powerpoint & Project
  • Experience with infrastructure components and their integration into application architecture a plus
  • Ability to learn and embrace new tools and systems quickly
  • Ability to self-manage, gauge a situation, and take appropriate action
  • Good technical aptitude and willingness to learn new technology
  • Understanding of operating systems, database concepts, and middleware a plus
  • Able to build and maintain exception customer relationships
  • Good written and verbal communication skills
  • Knowledge of project management basics a plus
  • Good presentation skills
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