Technology Support III

JP Morgan Chase; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

JPMorgan Chase is seeking a Technology Support III to ensure the stability, performance, and availability of production application flows within Corporate Sector – Employee Platforms. You will troubleshoot, maintain, and improve systems while leveraging AI-assisted capabilities to accelerate incident triage and trend analysis.

Role requires hands-on experience with ServiceNow, ITIL processes, and integration with other applications via REST APIs.

Qualifications

• 3+ years of experience troubleshooting, resolving, and maintaining IT services.
• Experience using enterprise AI capabilities to support production support workflows with validation habits and data sensitivity awareness.
• Ability to review AI-assisted incident recommendations before action, escalate when uncertain, and follow security expectations.
• Knowledge of applications or infrastructure in large-scale environments on premises and in public cloud.
• Experience with observability and monitoring tools and techniques.
• Familiarity with ITIL processes and service management.
• Formal training or certification on ServiceNow concepts and proficient applied experience.
• Demonstrated expertise in at least two ServiceNow modules.
• Proficiency in scripting languages (JavaScript, Glide scripting) and front-end technologies (HTML, CSS, Angular).
• Experience integrating ServiceNow with other apps via REST API.

Responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance to ensure stability and availability.
• Uses enterprise-authorized AI capabilities to speed up incident triage and trend analysis from operational signals, validating outputs and handling data securely.
• Monitor production environments for anomalies, use observability tools to address issues, and escalate with clear communications to stakeholders.
• Analyze complex situations to anticipate and solve issues while supporting incident, problem, and change management of full stack systems.
• Apply reuse-first, AI-assisted practices to identify recurring interruptions and drive validated remediation actions for resiliency and security.
• Support daily maintenance of the firm’s systems to ensure operational stability and availability.

Skills

Troubleshooting

AI-assisted IT ops

Incident triage

Observability

ITIL processes

ServiceNow concepts

ServiceNow modules

JavaScript

REST API integration

HTML/CSS

Angular

Tools

REST API integration

Job description

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in Corporate Sector – Employee Platforms, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, elevate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems to ensure operational stability and availability


• Uses enterprise-authorized AI capabilities within the work environment to speed up incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.


• Assist in the monitoring of production environments for anomalies, address issues utilizing standard observability tools, and identify issues for escalation and communication while providing solutions to business and technology stakeholders


• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full stack technology systems, applications, or infrastructure


• Applies reuse-first, AI-assisted practices within incident/problem/change routines to identify recurring interruption patterns and support validated remediation actions aligned to resiliency and security expectations.


• Supports the day-to-day maintenance of the firm’s systems to ensure operational stability and availability


• Identifies issues for escalation and communication, and provide solutions to the business and technology stakeholders

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services


• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production support workflows with strong validation habits and awareness of data sensitivity.


• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and following operational and security expectations.


• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud


• Experience in observability and monitoring tools and techniques


• Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework


• Formal training or certification on ServiceNow platform concepts and proficient applied experience


• Demonstrated expertise in at least two ServiceNow Modules


• Proficient in scripting languages (JavaScript, Glide scripting) and front-end technologies (HTML, CSS, Angular).


• Has experience working on system integrations between ServiceNow and other applications using REST API.

Preferred qualifications, capabilities, and skills

• HR Service Delivery module experience


• Service portal experience


• ServiceNow Certifications


• Experience with one or more general purpose programming languages and/or automation scripting


• Working understanding of public cloud/AWS Certifications/Kubernetes Certifications