The AMS Securities Services: Service Desk & Test Associate will be based in Bangalore as part of the broader PRDU Service Desk team supporting key programs that form part of the Global Client Account Services (CAS) team. The individual will act as a primary point of contact (PoC) for AMS Securities Services end users/stakeholders for their data and functionality enquiries across all products that form part of the AMS Securities Services Product Group including Custody, Collateral, IMOS and Fund Accounting. The team will collaborate with AMS Technology teams, Product Owners and CAS Operations teams to analyse and resolve functional, data and technical issues raised by stakeholders as well as support User Acceptance Testing supporting technology changes across the platform.
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Responsibilities include:
Service Desk
- Independently handle user inquires / issues and resolve in a satisfactory manner for end users
- Monitoring and managing queue in ServiceNow
- Prior experience involved in User Acceptance / End User Testing
- Participate in Daily Production issue calls with technology teams and provide end user updates as required
- Identify common / repeated issues reported by end users and create knowledge articles for end users to self-resolve issues
- Publish daily / weekly / monthly metrics and KPI's to senior management on issues / inquires
Test Function Support:
- Able to identify the test objective of each scenario to ensure application behaviour/system functionality is in-line with user story/business requirement
- Ensure Test Plan and Test Steps are set-up in test management tool against user stories across different test cycles
- Perform exhaustive and comprehensive testing (positive, negative and regression scenarios) in multiple environments
- Upload test execution evidences in test management tool to substantiate the outcome
- Ensure defects are raised, tracked, reported and closed in a timely manner
- Work closely with Product Owner and Development team for identifying root cause of the defect and means to resolving them
- Ensure high risk defects / showstoppers are escalated appropriately with Product Owner and Development Team to ensure overall release timelines, project delivery are not impacted
- Give Demo/Showcases to end users in the UAT environments on product enhancements / issue fixes
- Facilitate Triage calls with PO & End Users
- Ensure end users understand the test requirements and don't raise defects that are not in-line with the original requirements
- Follow-up with stakeholders in a timely manner to ensure UAT sign-offs are acquired and provided to Development Team within the stipulated timelines for final implementation
- Work closely with Product Owner and Development Team for implementation plan per Agile release and identify the set of activities/task that need to perform on the release date.
- Support release management production checkout activities
- Active participation in Daily Stand-Ups, Sprint Planning and Demo/Showcases
- Publish daily end of day status reports with KPIs including to Senior Management, Product Owners and Development Team
Qualifications & Competencies required for the role
- Bachelor's degree + 10 years of relevant experience in financial service organisation
- Prior experience in Service Desk or Manual & Automaton testing is advantageous
- Have an understanding of the Agile framework and project lifecycle standards
- Have an understanding of ITIL standards
- Strong communication and presentation skills (verbal and written)
- Strong interpersonal and relationship building skills
- Strong problem solving, decision making and planning skills
- Experience with ServiceNow, Jira, MS Excel, MS SharePoint, Business Objects is preferred
- Ability to perform in a fast paced environment with tight deadlines
- A team player and adaptable to change environment
ABOUT US
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.