Product Solutions Associate - Data & AI Platform

Responsibilities

• Serve as the first line of support for Fusion platform users, triaging and resolving inquiries using ServiceNow and Tableau
• Build and maintain deep knowledge of platform capabilities to provide accurate user guidance
• Troubleshoot common technical issues and collaborate with Product, Engineering, and SRE teams for resolution
• Identify, document, and track incidents, ensuring effective escalation management and post-incident reviews
• Create and maintain knowledge base content, including guides, FAQs, and how-to documentation
• Support user adoption through office hours, training sessions, and enablement activities
• Track and report service metrics such as response time, resolution time, and CSAT to identify improvement opportunities

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field
• 2+ years of experience in client support, technical support, or platform operations
• Foundational troubleshooting and problem-solving skills to diagnose and resolve user issues
• Strong verbal and written communication skills with the ability to explain technical concepts clearly
• Hands-on experience with ServiceNow (SNOW) and Tableau for analytics and reporting
• Ability to manage multiple requests, prioritize effectively, and deliver timely outcomes
• Experience collaborating with cross-functional teams including Product and Engineering

Preferred Qualifications

• Exposure to Data & AI platforms, including data pipelines and analytics tools
• Familiarity with IT service management (ITSM) practices such as incident and problem management
• Experience supporting knowledge management or documentation improvement initiatives
• Interest in improving service operations through automation and workflow optimization

About the Company

JPMorganChase is a leading global financial services firm with over 200 years of history. We offer innovative financial solutions to millions of consumers, small businesses, and prominent corporate, institutional, and government clients. We are committed to diversity and inclusion, recognizing that our people are our greatest strength.