Product Support Associate, Mumbai

Location

Mumbai | India

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 .

The Legal Department of JPMorgan Chase & Co is responsible for the provision of legal services to the Corporation and is organized by practice groups that generally align with the Corporation's lines of business and corporate staff areas. This structure encourages legal teams and businesses and staff areas to discuss Legal, regulatory and business developments effectively and in a timely manner.

Legal's Office of the General Counsel (OGC) supports the Legal department's delivery of legal services. It sets the standards for the department's centralized processes and controls, delivers tools the department uses to work efficiently and effectively, and drives the department's change agenda with data, technology, innovation, legal knowledge and a client-centric approach.

Role Description: Product Owner Associate

Seeking a Product Owner position to encompass opportunities to develop and deliver solutions in pursuit of best-in-class practices and to continuously drive and influence positive change throughout the organization, globally. This candidate will support a Matter and Spend Management product called Passport for the Legal Department. The candidate will be responsible for partnering with the teams across Technology and the Line of Businesses to implement medium sized projects. The candidate must be a highly-motivated individual and must be able to handle multiple projects, be able to deal with and work through ambiguity, be flexible enough to shift workload in accordance with changing priorities, and be comfortable dealing with and leading in a fast-paced, priority-driven environment.

Due to the dynamic nature of the program, a highly adaptable self-starter with strong skills in project management, data analysis, presentations, and communication will excel in this role.

Position Responsibilities Include

• Product Owner responsibilities such as writing new user stories, specifying acceptance criteria, groom and prioritize product backlog, release planning
• Product client support by promptly responding to inquiries to product team
• Troubleshoot billing and technical issue reported by clients regarding product functionality, performance, and/or usage
• Production support responsibilities will include researching invoice processing issues from Law Firms that JPMC Legal engages. These issues require proper research and due diligence and are time consuming.
• Work with other downstream application teams (Vendor, Legal Billing Support, Reporting) to provide support to clients reporting issues
• Document all client interactions, issues and resolutions accurately
• Conduct periodic training sessions for users to enhance their understanding and usage of the product and to keep users updated on new functionality
• Partner with colleagues in all regions to support 'follow the sun' operations
• Collaborate regularly with development team and UI/UX team members
• Participate in Agile meetings and sprint planning
• Reflecting and taking action as a team member in the sprint retrospective
• Business analyst responsibilities such as conducting end to end process analysis, document flows, identify pain points and data mapping as necessary
• Assist in the creation and maintenance of support documentation such as FAQs, troubleshooting guides and knowledge based articles
• Testing responsibilities include coordinating UAT testing with end users and reviewing acceptance criteria with feature team

Qualifications / Requirements

• 2+ years of experience with software development cycles (especially with Agile framework)
• Customer service/client support experience a plus
• Ability to diagnose and resolve issues with clients while remote
• Ability to identify trends in customer issues and provide feedback to product development team and product owner team
• Strong problem-solving skills with the ability to collect data, interact with diverse stakeholders and identify issues and solutions
• Highly organized, good decision making skills, detail-oriented and able to drive work streams / projects
• Must be flexible and participate in occasional after hours support for critical issues or for weekend releases
• Ability to maintain a high level of professionalism and empathy while interacting with customers to ensure positive support experience
• Enthusiastic in driving organizational change, collaborative, a team player
• Excellent knowledge of customer requirements and key contacts
• Strong verbal and written communication skills

Job tags

Salary