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. 

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 at Jack Henry. 

Experience with networking and physical hardware is helpful. Most issues you will troubleshoot are with the Synergy product, but sometimes you may need to troubleshoot Windows/Server issues as well as general communications issues to get the product to work. In this role, you are installing and providing technical support to the Synergy product. The level of support you provide will be done over the phone and Web Ex 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.

This position can be worked out of any Jack Henry office location or 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 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.
• 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.
• May perform other job duties as assigned. 

What you'll need to have: 

• 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.
• Basic networking experience (routing, switching, firewall, DNS).
• Must be able to travel up to 25% to conduct onsite software installation and support for various Jack Henry customers.
• Most of the time this means you travel once per month. A typical travel week would have you leaving out on Sunday and return the following Friday. 
• The core hours for this position are 8:00 a.m.- 5:00 p.m. CT (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.

What would be nice for you to have: 

• Bachelor's degree.
• Experience in an IT related position within a Financial Institution.     
• General knowledge in the following areas:
  • Financial/credit union or related industry.
  • JHA products, equivalent competitor products, and understanding of application functions. 
  • Computer skills with knowledge of applications including Microsoft Office Suite. General knowledge of information systems. 
  • Business operations and procedures including concepts, structures, etc.
• Training or customer education experience.

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 posting, 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.