Application Support Analyst III

Application Support Analyst III – Jack Henry

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting‑edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.

If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.

Join the Credit Union Core Implementation team’s current opening for an Application Support Analyst. This is not a support role but an implementations position. The analyst works directly with credit union executives and back‑office staff to set up Episys as their core banking software. The analyst is responsible for traveling to clients’ sites to set up, train, test the new system environment and ensure the client is ready for their transition to Episys.

Location:

Remote – candidates must live within approximately a 70‑mile radius of our office locations in Allen, TX;
Lenexa, KS;
Springfield, MO; or Monett, MO, Louisville, KY, or Charlotte, NC. All positions may require an onsite interview or in‑person onboarding to verify identity.

• Analyze the customer’s existing products/processes and consult with the customer to map the existing system to the Jack Henry product.
• Prepare the customer for the installation, take the customer through the installation process, and provide training or support to the customer post‑installation.
• Oversee/performs system set‑up for the customer (i.e., parameter/default set‑up, create job files for processing, etc.). Ensure related business processes will run on software.
• Provide software support/guidance by answering questions on function, features and usage of software products. Support may be at the customer site or remote.
• Communicate the customer’s needs/expectations with programmers, other team members, and team leader.
• Maintain effective communication with the customer throughout the entire project/case.
• Identify/maintain customer issues and ensure proper resolution. Maintain customer issue list by application and ensure all are forwarded to the appropriate personnel for resolution.
• Prepare training materials and documentation for customers and internal users.
• Provide onsite training and testing during the conversion process.
• Provide training to less experienced peers.
• May perform other job duties as assigned.

• Minimum of 4 years of Credit Union experience in the front/back office.
• Must be able to travel up to 30%.

• 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:
  • Financial/credit union or related industry.
  • Jack Henry products, equivalent competitor products, and understanding of application functions.
  • General knowledge of applications including Microsoft Suite products.
  • General knowledge in Credit union business operations and procedures including concepts, structures, etc.
• Able to:
  • Analyze/convert customer information and processes for setup in Jack Henry system. Analyze business information and processes.
  • Train customers to use Jack Henry software.
  • Work with all levels of personnel and communicate complex information in user‑friendly terms.

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…