Senior Customer Success Associate — Global Banking Experience & Intelligence
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.
Job summaryAs 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 responsibilitiesIn 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 zonesDeliver white-glove support as a first point of contact for senior bankers and coverage teamsTroubleshoot complex issues end-to-end. Triage issues, manage priorities, and drive resolutions within defined service levels while keeping stakeholders informedDiagnose incidents fast.
Investigate production incidents end-to-end using Structured Query Language (SQL), log analysis, and observability tools to isolate likely root causesReproduce, validate, escalate.. Create reproducible tests, validate dependencies, and escalate effectively using runbooksPartner across engineering and product. Partner with engineering, site reliability engineering, and product teams to drive fixes through release and stabilizationMonitor, triage and communicate.
Monitor production for anomalies, escalate 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 confidenceEnable the business. Build and refresh enablement content, including frequently asked questions, onboarding materials, and self-serve supportGrow adoption of what we build.
Promote new capabilities (including artificial intelligence-powered features) to increase adoption and realized valueReport on what matters. Produce ad-hoc reporting on system health, key drivers of support volume, and user sentiment for leadership visibilityRequired qualifications, capabilities, and skillsTo be considered for this role, you must have the following minimum qualifications.
Bachelor's degree or equivalent practical experienceMin 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 toolingStrong customer-centric approach and comfort operating in a high-visibility, Front Office environmentStrong written and verbal communication skills, with the ability to translate technical details into practical business outcomesProven ability to prioritize effectively and manage competing demands in a fast-paced environmentComfort 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 outcomesWillingness to support deployments and maintenance releases outside standard hours when needed, including occasional weekendsAbility to work effectively in a global, follow-the-sun operating model and complete clear handovers across time zonesPreferred qualifications, capabilities, and skillsThe following additional qualifications will support your application.
Experience with a general-purpose programming or scripting language to automate repeatable support tasksStrong first-line triage and first-time-fix approach, including log correlation and probable root cause isolationFamiliarity supporting mobile applications, web applications, or spreadsheet-based solutionsExperience with enterprise tooling such as Jira, application health dashboards, alerting, and incident bridgesDemonstrated curiosity and pattern recognition, with a track record of reducing recurring issues through partnership with product and engineeringInterest 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 adoptionJ.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.
Full timePosting Date: 2026-10-06