Global Banking Customer Success & Experience Intelligence

Aumni; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

J.P. Morgan is seeking an Application Support Analyst to support and scale mission-critical banking platforms for global clients. You will troubleshoot incidents, improve onboarding, and drive adoption of time-saving capabilities across Front Office users worldwide.

Join a Banking & Sales Enablement Customer Success team that values clear communication, cross-functional collaboration, and scalable, self-serve support content.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• Min 3 years of experience in application support or related roles in financial services.
• Experience using incident and request management platforms (e.g., ServiceNow).
• Ability to troubleshoot production issues with SQL, logs and observability tools.
• Strong customer-centric approach in a high-visibility Front Office environment.
• Excellent written and verbal communication with ability to translate technical details into business outcomes.
• Willingness to support deployments outside standard hours and across time zones.

Responsibilities

• Keep flagship platforms running for Front Office users across global time zones.
• Provide white-glove, first point of contact support for senior bankers and coverage teams.
• Troubleshoot complex issues end-to-end, triage priorities, and drive resolutions within SLAs.
• Diagnose incidents fast using SQL, logs, and observability tooling to identify root causes.
• Create reproducible tests, validate dependencies, and escalate with runbooks.
• Partner with engineering, SRE, and product teams to drive fixes through releases.
• Monitor production for anomalies and coordinate incident communications and timelines.
• Translate technical changes into banker-friendly outcomes to improve usability.
• Develop enablement content, onboarding materials, and self-serve support.
• Promote new capabilities, including AI-powered features, to drive adoption.
• Prepare ad-hoc reports on system health, drivers of support volume, and user sentiment.

Skills

Incident troubleshooting

SQL

Customer focus

Communication skills

Cross-functional collaboration

Problem solving

On-call readiness

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Jira

Job description

J.P. Morgan is seeking an Application Support Analyst to support and scale mission-critical banking platforms for global clients. You will troubleshoot incidents, improve onboarding, and drive adoption of time-saving capabilities across Front Office users worldwide.

Join a Banking & Sales Enablement Customer Success team that values clear communication, cross-functional collaboration, and scalable, self-serve support content.