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Application Support Analyst: Mid-Level

Job Function Technology and Product Location Remote Workplace Type Remote Travel 5% Date Posted 03/14/2024 Job ID 14286
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At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you. 

This position is for the Synergy Migration team, which is part of the Synergy Enterprise Content Management (ECM) software division. We work with current customers to help them migrate our software. This comes in many different flavors, but from a high level we have 4 major types of engagements; 

  • Core Migrations, where we help the customer reconfigure some Core Banking Software settings to ensure that there is continuous uninterrupted service and communication between the Core Banking Software and our product.
  • In-House Migrations, where we’re moving our software and data between 2 server sets that are housed on premises for a customer.
  • Hosted/Express Migrations, where we’re taking an in-house customer and moving them to our hosted/cloud environment.
  • Hosted/In-House Migrations, where we’re moving an in-house client to a hosted server that they still manage and have access to (AWS/Azure).

What you'll be responsible for: 

  • Provides training to less experienced peers.
  • Prepares training materials and documentation for customers and internal users.
  • 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.
  • Maintains effective communication with customer throughout entire project/case.
  • Communicates the customer’s needs/expectations with programmers, other team members, and team leader.
  • Provides software support/guidance by answering questions on functions, features and usage of software products.  Support may be at the customer site or remote.
  • 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.
  • Prepares the customer for the installation, takes the customer through the installation process, and provides training or support to the customer post-installation.
  • Analyzes the customer’s existing products/processes and consults with customer to map existing system to the JHA product.
  • May perform other job duties as assigned. 

What you'll need to have: 

  • Minimum of 3 years in an IT role that coincides with application support, implementation or development.
  • Ability to travel up to 10% to attend JHA meetings, trainings, and/or professional conferences.

What would be nice for you to have: 

  • Understanding of banking operations.
  • Solid grasp of SQL queries.
  • Moderate understanding of scripting.
  • Bachelors degree in Applied Science or similar.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this positing, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.

We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.  

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