Technology Support III

JPMorganChase • Houston, TX

5d

About The Position

As a Technology Support III team member in Corporate Sector – Employee Platforms, you will support the operational stability, availability, and performance of production application flows. You will help foster continuous improvement by troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions across internally and externally developed systems to provide a seamless user experience.

The role provides end-to-end application or infrastructure service delivery and supports day-to-day maintenance of the firm’s systems. It includes monitoring production environments, analyzing operational signals and trends, and supporting incident, problem, and change management across full-stack technology systems, applications, or infrastructure. You will use enterprise-authorized AI capabilities to assist with incident triage and trend analysis, validate AI-generated outputs and recommendations, and handle operational data in accordance with sensitivity, security, and operational requirements.

Requirements

• 3+ years of experience, or equivalent expertise, troubleshooting, resolving, and maintaining information technology services.
• Demonstrated experience using enterprise-authorized AI capabilities in production support workflows, with strong validation habits and awareness of data sensitivity.
• Ability to review and validate AI-assisted incident recommendations before taking action, escalate when uncertain, and follow operational and security expectations.
• Demonstrated knowledge of applications or infrastructure in a large-scale technology environment, both on premises and in public cloud.
• Experience with observability and monitoring tools and techniques.
• Exposure to processes within the Information Technology Infrastructure Library (ITIL) framework.
• Formal training or certification on ServiceNow platform concepts and proficient applied experience.
• Demonstrated expertise in at least two ServiceNow modules.
• Proficiency in scripting languages such as JavaScript and Glide scripting, and front-end technologies such as HTML, CSS, and Angular.
• Experience working on system integrations between ServiceNow and other applications using REST API.

Nice To Haves

• Experience with the HR Service Delivery module.
• Service portal experience.
• ServiceNow certifications.
• Experience with one or more general-purpose programming languages and/or automation scripting.
• Working understanding of public cloud/AWS.
• Kubernetes certifications.

Responsibilities

• Provide end-to-end application or infrastructure service delivery and support day-to-day maintenance of the firm’s systems to ensure operational stability and availability.
• Use enterprise-authorized AI capabilities to assist with incident triage and trend analysis from operational signals, validating outputs and handling operational data according to sensitivity and security requirements.
• Monitor production environments for anomalies and address issues using standard observability tools.
• Identify issues for escalation and communication, and provide solutions to business and technology stakeholders.
• Analyze complex situations and trends to anticipate and solve issues while supporting incident, problem, and change management of full-stack technology systems, applications, or infrastructure.
• Apply reuse-first, AI-assisted practices within incident, problem, and change routines to identify recurring interruption patterns and support validated remediation actions aligned with resiliency and security expectations.
• Troubleshoot, maintain, identify, escalate, and resolve production service interruptions across internally and externally developed systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed