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Business Analyst, Global Services Operations

Job Description

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about JPMorgan Chase & Co. is available at
Global Service Operations is responsible for IT Systems Management support and delivery for JPMorgan Chase's Global Technology Infrastructure (GTI). GTI SO provides global, coordinated diagnostic and support services, while it's Production Assurance and Support functions leverage and execute industry-leading infrastructure management and support processes that are designed to minimize customer outages and impacts. Onboarding & Transition Services (OTS) ensures these goals are met.
Responsibilities for the OTS Process Engineer / Business Analyst include:
  • Provide process engineering analysis and management, as well as global cross platform support for the GTI Towers and Lines of Business; in areas such as Distributed Computing, i.e. Windows/Unix Engineering and Administration, Network Engineering, Administration, and Operations, Batch Processing, and Mainframe / Large Mid-Range environments
  • Interface with lines of business within GTI (Global Technology Infrastructure), Analyze and Gather their Requirements, Create Use Cases, and Define and Document Processes for new product transition 
  • Handle process definition, management, and delivery for new GTI product transitions, via Netcool monitoring tools
  • Define Netcool test plans and document product transitions
  • Manage and support the creation of run books by tower and peer organizations in order to resolve issues 
  • Handle process improvement analysis and process implementation
  • Handle training, scheduling, and daily support of and resolution for issues within the scope of the processes  
  • Act as project liaison for LOBs and GTI Towers
  • Work closely and partner with Network Engineering, Regional Support, and Operational Support teams in order to achieve support delivery goals.
  • Manage projects through full life cycle
  • Minimum of 5 years of experience working with IT Infrastructure and Operations Technology, including areas such as Distributed Computing, i.e. Windows/Unix Engineering and Administration, Network Engineering and Operations, Batch Processing, and Mainframe / Large Mid-Range environments
  • Minimum of 3 years of experience managing projects for complex information technology operations and infrastructure environments; as well as a proven track record of experience with business analysis, requirements analysis, project management, and process engineering
  • Minimum of 3 years of experience acting as a liaison, interfacing with technical and business stakeholders within multiple lines of business, gathering and analyzing requirements, creating use cases, defining and establishing process, creating project plans, managing multiple simultaneous IT Infrastructure and Operations-based projects, and handling support for IT Infrastructure and operations initiatives 
  • Expertise with and solid understanding of system monitoring tools used in an operations environment
  • Familiarity with SAN, NAS, and Back up tools, including knowledge of NAS Filers, SAN Frames, LUN, Volume Groups, Netbackups, Tape Libraries, Deduplication, NAS Vaulting, Snapshots
  • Familiar with commands for Unix, Linux, and Windows  
  • Strong customer service skills, strong problem solving skills and decision making ability, strong written and verbal communication skills, ability to follow policies and procedures, and attention to detail
Req #: 160029851
Location: Columbus, OH US
Job Category: Technology
Employment Type: Full Time
Potential Referral Amount: 3000 US Dollar (USD)

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