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Senior Application Support Analyst

Job Function Business Strategy Location United States Workplace Type Remote Travel 30% Date Posted 04/18/2024 Job ID 14415

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.

Do you have strong analytical skills? Do you enjoy training? Do you like traveling? If so, this may be the job for you. Our Credit Union Core Implementation team has a current opening for an Application Support Analyst.

This is not a support role but an implementations position. Our Application Support Analyst works directly with credit union executives and back-office staff to setup Episys as their core banking software. The analyst is responsible for traveling to clients’ sites to setup/train and test the new system environment and ensure the client is ready for their transition to Episys.

About Our Team 

The Implementations Core Analyst team is a group of 10 innovative, and fun individuals who work independently on Implementation projects but who collaborate with other project team members to ensure the success of their conversion projects. In addition to the work they do on conversion projects, the application analysts work with existing Episys clients on Implementation projects to improve the use of their core system.

As a JH associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success!  JH stresses a company culture that encourages you to think outside the box and to grow in your professional career.  As a JH employee you will enjoy a casual and relaxed work environment, excellent benefits and a generous PTO plan that allows you to maintain a work life balance.

This role be worked remotely within the U.S.

What you'll be responsible for:

  • 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/default 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.
  • Provides onsite training and testing during the conversion process.
  • Provides training to less experienced peers.
  • May perform other job duties as assigned.

What you'll need to have: 

  • Minimum of 6 years of financial institution experience in the front/back office.
  • Must be able to travel up to 50%.

What would be nice for you to have: 

  • Associate or bachelor’s degree.
  • Strong written and verbal communication skills.
  • Episys front and/or back-office experience.
  • Developing professional expertise.  Works on non-complex projects with no supervision and/or moderately complex projects with supervision/ technical assistance.  Exercises judgment within defined procedures and practices.
  • General knowledge in the following areas:
    1. Financial/credit union or related industry.
    2. JH products, equivalent competitor products, and understanding of application functions. 
    3. General knowledge of applications including Microsoft Suite products.
    4. General knowledge in Credit union business operations and procedures including concepts, structures, etc.
  • Able to:
    1. Analyze/convert customer information and processes for setup in JH system.  Analyze business information and processes.
    2. Train customers to use JH software.
    3. Work with all levels of personnel and communicate complex information in user-friendly terms.

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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