JP Morgan Chase: Software Engineering (PeopleSoft CRM) at JP Morgan Chase (Tampa, FL) (Tampa, FL)

Posted: Jul 17, 2017

J.P. Morgan Chase is a leading global financial services firm.  The firm is a leader in investment banking; financial services for consumers and businesses, transaction processing, asset and wealth management, and private equity.  Under the JPMC brand, the firm services millions of customers in the United States and abroad.  This includes many of the world's most prominent corporate, institutional and government clients.
 
J.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Job Description:

The PeopleSoft - Application Production Support Analyst is responsible for application production support and problem determination. The PeopleSoft - Application Production Support Analyst will provide Incident support upon escalation and drive problem resolution. The PeopleSoft - Application Production Support Analyst will provide input to Service Strategy and Continual Service Improvement across the application portfolio. The Application Production Support Lead will own root cause analysis and provide tactical and strategic solutions. This position will be focused on proactive analysis to drive down outage minutes, improve recovery time, improve monitoring and reduce time to engage, as well as implement strategic solutions and train Level 1 and Level 2 support. The Application Production Support team requires operational expertise with Web, OS and DB components. This position requires application and OS monitoring experience.

Responsibilities: 

  • Support operations, projects, and capability improvement for the entire service lifecycle including the key functions of:


  • Incident Management

  • Problem Management

  • Event Management

  • Risk Management

  • Change Management

  • Release and Deployment Management

  • Knowledge Management

  • Capacity Management

  • Availability Management

  • Information Security Management

  • Work with management to determine and understand Key Performance Indicators, Service Level Agreement metrics and other metrics and translate those into monitoring solutions

  • Interface with Level 1 and Level 2 support teams, Development and Operations to understand known issues and implement proactive monitoring solutions

  • Interface with Level 1 and Level 2, Development and Operations to address and diagnose performance and stability

  • Interface with QA and Development to ensure good testing processes and standards

  • Work with all areas of the corporation to identify, understand and adopt monitoring solutions as needed

  • Train internal staff on effective use of the monitoring tools

  • Plan and execute Infrastructure projects

  • Plan and execute Risk Management projects

  • Identifying problems and opportunities, and participate in developing solutions

  • Participate and own investigation and resolution of complex problems related to supported technologies

  • Provide escalated ticket/incident management for the supported application as well as participate in defect management, issue tracking/trending

  • Taking leadership in owning issue resolution and driving them to completion

  • Ensuring that incident and problem management processes and procedures are followed and adhere to standards

  • Communicating with end users, engineers, and operations

  • Work with the vendor on any support cases to seek out and test resolutions

  • Provide performance/capacity metrics and ad hoc reporting of the same

  • Provide technical expertise and share knowledge with team as required

  • Be available on off-hours to provide Level 3 application support as needed (24x7 Level 1 and Level 2 teams fields all calls and escalate only if needed, as well there are other Level 3 support resources off-shore)

  • Monitor the application performance and provide technical support as required

  • Ability to learn new products and technologies outside of background experience as needed

  • Minimum 7 years experience on PeopleSoft PeopleTools version 8.51 and above (8.53 preferable)

  • Minimum 3 years experience on PeopleSoft CRM version 9.0 and above (9.2 preferable)

  • Minimum 7 years experience on Oracle version 10g and above

  • Experience with writing Oracle SQL/PLSQL/DML/DDL/Stored Procs

  • Extensive knowledge of PeopleSoft Integration Broker/Component Interfaces/File Layouts, Application Packages and Application Engine

  • Experience with the PeopleSoft Portal

  • Experience working with an on-shore/off-shore model

  • Experience working with a client/vendor model

  • Experience working with Agile methodologies is a plus

  • Experience working in a Production Support role is required 

  •  Preferred Skills:

  • Experience with PeopleTools and/or PeopleSoft upgrades is a plus

  • Experience with PeopleSoft Administration is a plus

  • Experience with coding with scripting tools (XML/HTML/JavaScript) is a plus

  • Experience with PeopleSoft HRMS is a plus
  • DI#

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