Technology Support III

Propel operational success with your expertise in technology support and a commitment to continuous improvement.

As a Technology Support III team member in the Infrastructure Platforms team, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

• Manage relationships with software publishers to facilitate vendor management activities, engage with Global Sourcing/Product Teams, and negotiate contracts.
• Oversee software licensing and inventory management, interpret complex licensing terms from major vendors.
• Develop and manage compliance reports, perform trend analysis for cost control, and prepare for audits.
• Maintain accurate software records in license management systems and monitor usage changes.
• Conduct audits to compare purchased licenses against installed software across various platforms.
• Collaborate with product owners to optimize software usage and prevent unnecessary costs.
• Identify and resolve license gaps, coordinate with relevant teams to ensure compliance.
• Partner with the Software Discovery team to ensure accurate software discovery within JPMC.

• Address software licensing concerns to drive optimal outcomes for customers.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
• Demonstrate a strong understanding of software license metrics and identify optimization opportunities.
• Manage vendor relationships and support contractual finance activities.
• Utilize ServiceNow and Excel proficiently.
• Exhibit self-motivation, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Communicate effectively and maintain confidentiality.
• Conduct product usage surveys and perform license harvesting activities.
• Interpret and summarize software license agreements.

Preferred qualifications, capabilities, and skills

• Demonstrate knowledge of software asset management tools such as USU/Aspera, Flexera, SNOW, or SamPro, and experience with software discovery tools.
• Apply process improvement skills and understanding of project management principles to enhance operational efficiency.
• Hold certifications in Software Asset Management and leverage expertise in the field.
• Utilize data visualization tools like Tableau, Qlik, and Alteryx to analyze and present information effectively.