Job Opening: JPMorgan Chase & Co
Job Role: Legal Matter & Spend Product Application- Junior Product Owner/ Product Support
Location: Mumbai
PQE: 2+ years
Responsibilities:
- 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
Apply here