SAS - Application Support Analyst
JPMorgan Chase - Wilmington, DE

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Job Description

About Chase:
Chase is a leader in the financial services industry, providing banking, mortgages, credit cards, loans, payment processing and investment services to 50 million customers - 1 out of every 6 Americans. As a division of JPMorgan Chase & Co. (NYSE: JPM), we:

Serve 21 million households with consumer banking relationships

Lent $17 billion to small businesses in 2011

Are one of the nation's largest credit card issuers, with more than 64 million credit cards in circulation

Service 8 million mortgage and home equity loans

While we operate across a broad range of businesses, our mission at Chase is quite simple: to be the industry leader in customer service. Our employees put the firm's resources to work every day for our customers.

Chase offers a dynamic environment and the training and support to meet your full potential. Our company is widely recognized as a great place to work, to grow and to invest for the future. Join our team.

Job Description:
Responsible for the Business Support Center (BSC) helpdesk operations supporting highly sophisticated users of the Card Data Warehouse across multiple lines of business. Support duties include but are not limited to: phone and e-mail responsiveness, use and reporting from a request tracking system, and building a network of subject matter experts across the organization to facilitate customer issue resolution.

Performing Helpdesk operations, assisting in solving technical user questions along with assigning incoming service requests over to the other BSC analyst on the team to ensure timely and high quality responsiveness to the users of the data warehouse.

Provide information, tool expertise, and ad hoc consultative services for the information warehouse user community. Ensures that solutions to business questions are answered, documented, and made available to both the BSC team and the user community for future reference.

Provide training to users in both the tools needed to access and leverage the Data Warehouse, and on the contents and structure of the data contained in the Data Warehouse to maximize the user community's effectiveness. Communicates with key resources, provides issues assistance & level II support to ensure excellent and timely service to the user community.

Contacts include analysts, middle and senior level managers in both the business and IS community. Maintains the request tracking system for the helpdesk to support service level agreements and related, daily, weekly and monthly reporting.

Facilitates the communication of system changes to the Data warehouse environment to the user community. This includes: system availability, scheduled downtime, data availability and relevant issue management.


Basic Qualification:
3+ 6 years experience working on Data Warehouse related systems/platforms - Teradata, DB2 and Oracle experience preferred.

Computer literacy/proficiency in data query tools such as SAS, SQL, Teradata, Oracle, UNIX, and MS Office. Strong analytical & technical skills.

Strong communication and interpersonal skills.

Ability to work independently and very self-motivated. Project management skills a plus.

Proven record in problem solving and business innovation. Comfortable in a fast and dynamic environment and ability to handle multiple tasks simultaneously.

Prior helpdesk and training experience desired. Industry knowledge including understanding of general information requirements for customer marketing, management and risk functions.

Working knowledge of Chase Card Services warehousing platforms preferred.

BS degree required.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.


Applications Support

Primary Location

US-DE-Wilmington-One Christina Center / 52381


Card Services



Job Type



Day Job

Employee Status




Corporate Brand


About this company
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At JPMorgan Chase, the work we do matters. All of us are committed to putting our resources and our voices to work every day for our...