Step into a frontline role supporting JPMorgan Chase’s firmwide Data & AI Platform. Support and enhance client experience for Fusion by contributing to service excellence, operational insights, and continuous improvement.
As a** Product Solutions Associate** within Enterprise Technology, you will serve as a frontline support partner for Fusion platform users. You will be helping users across varying skill levels discover, access, and responsibly use platform capabilities. You will serve as a frontline service & support partner, triaging and resolving inquiries, providing clear guidance, and enabling effective use of data, AI, and governance tools.
In this role, you will leverage data, analytics, and structured problem management to improve service quality and reduce friction. You will translate client interaction signals into actionable operational and product improvements, while partnering with Product, Engineering, and SRE teams to enhance workflows, resolve issues, and improve overall service delivery. Strong communication, analytical thinking, and the ability to simplify complex technical concepts are key to success in this role.
Fusion is a data and AI platform that enables internal stakeholders to manage data, develop models, and deliver production-ready AI solutions across the full lifecycle.
Job Responsibilities • Serve as the first line of support for Fusion platform users, triaging and resolving inquiries efficiently using ServiceNow (SNOW) and Tableau • Build and maintain knowledge of platform capabilities to provide accurate and timely user guidance • Translate user queries into clear next steps, enabling effective use of platform tools and services • Troubleshoot common issues and collaborate with Product, Engineering, and SRE teams for resolution • Identify, document, and track incidents, ensuring timely updates and effective escalation management • Contribute to post-incident reviews and support implementation of preventive improvements • 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 (e.g., response time, resolution time, deflection rate, CSAT) • Analyze support trends to identify improvement opportunities and inform product and operational priorities
Required Qualifications, Capabilities, and Skills • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience • 2+ years of experience in client support, technical support, platform operations, or similar roles • Foundational troubleshooting and problem-solving skills with ability to diagnose and resolve user issues • Strong verbal and written communication skills, with ability to explain technical concepts clearly • Ability to manage multiple requests, prioritize effectively, and deliver timely outcomes • Experience collaborating with cross-functional teams (Product, Engineering, SRE). Experience in analytics and reporting, including hands-on capability with ServiceNow (SNOW) and Tableau. • Basic familiarity with data platforms, analytics tools, or cloud-based systems • Experience documenting solutions and maintaining knowledge base content • Customer-focused mindset with strong attention to detail and service quality • Experience tracking and reporting service metrics and performance indicators
Preferred Qualifications, Capabilities, and Skills • Exposure to Data & AI platforms (e.g., data pipelines, analytics tools, workspace environments) • Familiarity with IT service management practices (incident, request, and problem management) • Experience supporting knowledge management or documentation improvement initiatives • Exposure to service analytics tools (e.g., ServiceNow, Tableau) • Interest in improving service operations through automation and workflow optimization