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Application Support Analyst

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Posted: April 25, 2018

Job Description

The Synergy Application Support Analyst, acts as liaison between the customer and the installation team within specific area of specialty and is a part of the Synergy Implementation business unit for the ProfitStars brand at Jack Henry & Associates.  Synergy is an ECM or Enterprise Content Management system.  This includes reports archiving, document storage, and an Electronic Signature product along with other products in the Synergy suite. Our customers are primarily financial institutions such as banks and credit unions. However, our product will also work in the areas of healthcare, retail, and government.  This position will be hired to work out of either Springfield, MO and or Troy, MI. Travel is up to 50% to conduct onsite software installation and support for various Jack Henry & Associate customers and or you may possible attend company meetings or a professional development conference.

The Synergy Implementations team has approximately 21 team members that you will work with.  The environment you are working in is Windows Server and Windows Client.  Experience with networking and physical hardware is helpful but not required.  Most issues you will troubleshoot are with the Synergy product, but sometimes you may need to troubleshoot Windows issues to get the product to work.

As the Application Support Analyst, you are installing and providing technical support to the Synergy product for a minimum time period - post installation. The level of support you provide will be done over the phone and WebEx remotely, and as needed onsite support will be provided to our customers. You will be required to speak in front of small to medium groups of customers to demonstrate the Synergy product and provide overviews. Therefore, having solid communication and interpersonal skills are pertinent to the role.  Experience using MS Word and Excel are preferred as they are used to capture installation documentation. If you are interested in this position please apply on or before March 19, 2018.   

MINIMUM QUALIFICATIONS

  • Must have a minimum of 18 months of experience working in a Windows Operating System environment supporting servers in any of the following categories: Service Desk and/or Network Support.
  • Must be able to travel up to 50%. Most of the time this would mean you would have to travel every other week. A typical travel week would have you leaving out on Sunday and return the following Friday.
  • Must be able to work the core hours for this position: 8:00 a.m.- 5:00 p.m. (Monday – Friday). There may be times that you will need to work overtime or weekends to insure we are taking care of the customer and hitting the project commitments.

PREFERRED SKILLS

  • Bachelor's degree is preferred.
  • Basic networking experience (routing, switching, firewall, DNS) is preferred.
  • Experience in an IT related position within a Financial Institution is preferred.

ESSENTIAL FUNCTIONS

  • Analyzes the customer’s existing products/processes and consults with customer to map existing system to the JHA product.
  • Prepares the customer for the installation, takes the customer through the installation process, and provides training or support to the customer post-installation.
  • Oversees/performs system set-up for customer (i.e., parameter set-up, creates job files for processing, etc).   Ensures related business processes will run on software.
  • Provides software support/guidance by answering questions on function, features and usage of software products.  Support may be at the customer site or remote.
  • Communicates the customer’s needs/expectations with programmers, other team members, and team leader.
  • Maintains effective communication with customer throughout entire project/case.
  • Identifies/maintains customer issues and ensures proper resolution.  Maintains customer issue list by application and ensures all are forwarded to the appropriate personnel for resolution.
  • Prepares training materials and documentation for customers and internal users.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

 

 
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