Senior Customer Success Associate — Global Banking 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

Excited by the opportunity to support and enable innovative global banking products and capabilities in an agile, environment—backed by one of the world’s leading financial services firms?

Join our Banking & Sales Enablement Customer Success team. As we enter an exciting new phase of global growth and expansion, we’re looking for a passionate Application Support Analyst to help support and scale mission-critical platforms for our banking clients and stakeholders worldwide.

Job summary

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.

Job responsibilities

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 escalate 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, elevate 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

Required qualifications, capabilities, and skills

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

Preferred qualifications, capabilities, and skills

The following additional qualifications will support your application.

• 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.

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. Visit our FAQs for more information about requesting an accommodation.

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.

Support Global Banking platforms, resolve issues quickly, and improve banker experience with customer‑focused support.