Global Equities - Neovest - Technical Client Service - Analyst

Technical Client Service Analyst

The Digital team is dedicated to creating innovative, industry-leading products and experiences that help customers access, share and control their financial data so they can make smart decisions with their money. Teams enable innovation while adhering to the firm's data sharing principles of security, customer control and convenience, and privacy.

As a Technical Client Service Analyst in the front office team, you will play a pivotal role in delivering exceptional front-line support services to Neovest customers through email and phone channels. The support will involve both technical and business-related issues, so you will be expected to work and communicate effectively with both technical resources (DBA, developers) as well as business resources (Traders, Business Analysts, Compliance Officers, Trade Support, etc.). You should possess the ability to efficiently diagnose, troubleshoot and effectively communicate as well as escalate issues to client and internal employees.

Job Responsibilities:

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use and configuration
• Provide prompt and accurate responses to customers within SLAs as defined by the level of Service purchased by the customer
• Prioritize all customer incidents and manage multiple client issues simultaneously
• Understand and use Jira/Confluence management tool, including how to update, escalate and resolve incidents
• Interact with various levels of client and firm management through both written and verbal communications
• Report software issues to Product Development via documented processes and procedures, including replicating the issue when possible
• Perform all due diligence, identify workarounds to bugs and customer issues whenever possible as well as common issues and techniques for addition to Knowledge Base
• Work to understand client's business needs above and beyond the immediate requirements
• Analyze data or information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts
• Manage tasks effectively to maximize productivity, as well as identify and address complex database performance issues and implement solutions in timely manner

Required Qualifications, Capabilities, and Skills:

• Bachelor's degree (or equivalent) and at least 2+ years of experience working in a financial services/software client support environment
• Ambitious, self-driven, and looking to work in a fast-paced environment
• Excellent English Language skills (Oral and Written)
• Ability to quickly and confidently assess risks, and associated urgency as it pertains to client deliverables/tasks as they arise as well as strong problem solving and troubleshooting skills
• Exposure to some application knowledge as it pertains to the financial industry. More specifically buy side trading applications, protocols, and interfacing applications. (OMS, EMS, FIX protocol)
• Knowledge of IT infrastructure and Windows OS in a support related setting, demonstrate working knowledge and experience using database access tools (e.g., SQL Server Management Studio) and have ability to read and develop complex queries using SQL
• Exposure and working knowledge set of network and domain architecture as well as have solid business acumen and awareness of trading/portfolio management/trade operations implications of decisions
• Ability to function in an environment that requires flexibility, good judgment and sound decision-making based on limited information and/or extreme conditions and have proven ability to understand and develop concept driven solutions and problems
• Critical thinking, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Making good decisions and solving problems while under pressure
• Good sense of teamwork - you project confidence tempered with humility. You should be a team player willing both to steer the team towards success and to fully support the team when others are steering
• Creative thinking - you develop, design or create new applications, ideas, relationship systems, or products, including artistic contributions

Preferred Qualifications, Capabilities, and Skills:

• Exposure to programming languages a plus (e.g. C++, VB, .C#, .NET)

JPMorgan Chase & Co. offers a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.