Senior Customer Success Associate - Global Banking Experience & Intelligence

JPMorgan Chase & Co.; City of Westminster; On-site; GBP 50,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. is seeking an Application Support Analyst to keep flagship platforms running for Front Office users worldwide.

You will troubleshoot incidents end-to-end, triage issues, and drive rapid resolutions while coordinating with engineering, product, and SRE teams. You will translate complex technical changes into clear, banker-friendly outcomes and contribute to self-serve enablement content, onboarding, and higher adoption of time-saving capabilities.

Qualifications

• Bachelor's degree or equivalent practical experience.
• Min 3 years of experience in application support, technology operations, or customer success (financial services).
• Experience using an incident and request management platform such as ServiceNow.
• Demonstrated ability to troubleshoot production issues using SQL, logs, and observability tooling.
• Strong customer-centric approach in high-visibility Front Office environments.
• Excellent written and verbal communication, translating technical details to business outcomes.

Responsibilities

• Keep flagship platforms running: ensure stability, availability and performance for Front Office users.
• Deliver white-glove support as first contact for senior bankers.
• Troubleshoot incidents end-to-end, triage, prioritize, and drive resolutions within SLAs.
• Diagnose production incidents using SQL, logs and observability tools to identify root causes.
• Create reproducible tests and escalation runbooks to validate dependencies.
• Partner with engineering, site reliability and product teams to drive fixes.
• Monitor production for anomalies and coordinate incident communications.
• Translate technical changes into banker-friendly outcomes to improve usability.
• Develop enablement content and onboarding materials to boost adoption.
• Promote new capabilities and AI-powered features to increase value.
• Produce ad-hoc system health and usage reports for leadership.

Skills

SQL

Troubleshooting

Communication

Incident management

SRE liaison

Automation scripting

Mobile/web apps support

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Observability tools

Jira

Job description

Excited by the opportunity to build innovative digital retail banking products and services in a start-up environment, backed by one of the leading financial service providers worldwide? Join our Banking & Sales Enablement Customer Success team. In this exciting chapter of continued growth and expansion, we're looking for a passionate Application Support Analyst., As an Customer Success Associate in Banking & Sales Enablement - Customer Success, you keep the platforms bankers rely on running smoothly and help teams get more value from the tools they use every day. You combine hands‑on troubleshooting with direct engagement, partnering with product and engineering to resolve incidents, reduce repeat issues, and improve the overall day‑to‑day experience. You turn what you learn from support into scalable improvements‑clearer self‑service content, stronger onboarding, and higher adoption of time‑saving capabilities., In this role, you will be responsible for the following activities.

• Keep flagship platforms running. Own day‑to‑day application support to ensure stability, availability, and performance for Front Office users across global time zones
• Deliver white‑glove support as a first point of contact for senior bankers and coverage teams
• Troubleshoot complex issues end‑to‑end. Triage issues, manage priorities, and drive resolutions within defined service levels while keeping stakeholders informed
• Diagnose incidents fast. Investigate production incidents end‑to‑end using Structured Query Language (SQL), log analysis, and observability tools to isolate likely root causes
• Reproduce, validate, escalation.. Create reproducible tests, validate dependencies, and escalation effectively using runbooks
• Partner across engineering and product. Partner with engineering, site reliability engineering, and product teams to drive fixes through release and stabilization
• Monitor, triage and communicate. Monitor production for anomalies, expedite promptly, and coordinate incident communications (impact, timeline, next steps)
• Translate tech for bankers. Translate technical change into clear, banker‑friendly outcomes to improve usability and confidence
• Enable the business. Build and refresh enablement content, including frequently asked questions, onboarding materials, and self‑serve support
• Grow adoption of what we build. Promote new capabilities (including artificial intelligence‑powered features) to increase adoption and realized value
• Report on what matters. Produce ad‑hoc reporting on system health, key drivers of support volume, and user sentiment for leadership visibility
  To be considered for this role, you must have the following minimum qualifications.
• Bachelor's degree or equivalent practical experience
• Min 3 years of experience in application support, technology operations, or customer success (financial services experience)
• Experience using an incident and request management platform (such as ServiceNow)
• Demonstrated ability to troubleshoot production issues using Structured Query Language (SQL), logs, and standard observability tooling
• Strong customer‑centric approach and comfort operating in a high‑visibility, Front Office environment
• Strong written and verbal communication skills, with the ability to translate technical details into practical business outcomes
• Proven ability to prioritize effectively and manage competing demands in a fast‑paced environment
• Comfort working in an environment of frequent change (new launches, evolving expectations, shifting requirements)
• Ability to work effectively across product, engineering, and business stakeholders to drive outcomes
• Willingness to support deployments and maintenance releases outside standard hours when needed, including occasional weekends
• Ability to work effectively in a global, follow-the‑sun operating model and complete clear handovers across time zones, Experience with a general‑purpose programming or scripting language to automate repeatable support tasks
• Strong first‑line triage and first‑time‑fix approach, including log correlation and probable root cause isolation
• Familiarity supporting mobile applications, web applications, or spreadsheet‑based solutions
• Experience with enterprise tooling such as Jira, application health dashboards, alerting, and incident bridges
• Demonstrated curiosity and pattern recognition, with a track record of reducing recurring issues through partnership with product and engineering
• Interest in using artificial intelligence to reduce friction in support workflows (for example, runbook lookup, knowledge retrieval, or multi‑step automation)
• Experience contributing to enablement materials that improve onboarding, self‑service, and feature adoption
  J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first‑class business in a first‑class way approach to serving clients drives everything we do. We strive to build trusted, long‑term partnerships to help our clients achieve their business objectives., J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
• Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.