Application Support Analyst

Job description

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. Jack Henry is seeking a customer‑focused, solution-driven analyst to join our team of Application Support Analysts. This team provides white‑glove service to our Symitar Credit Union Solutions clients. We are looking for someone who brings a commitment to excellence, a strong customer‑centric mindset, and a self‑motivated approach to their work. In this fast‑paced environment, you will deliver high‑quality software support by analyzing client issues, identifying root causes, and guiding customers toward effective resolutions. You will provide support by answering questions about product functionality, features, and best practices, while maintaining clear and consistent communication throughout each case. As a primary client-facing contact, you will manage incoming cases, address issues promptly, and ensure each customer receives exceptional support. This role blends your technical expertise, procedural understanding, and financial institution experience to support our credit union partners—helping strengthen the relationship between Jack Henry, the credit union, and ultimately its members. This is a remote position, and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Lenexa, KS; Louisville, KY; Charlotte, NC; Springfield, MO; or Monett, MO. This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.). The salary range for this position is $48,350- $72,450 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. 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. Oversees 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. 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. Primary client facing contact that will coordinate resources from other teams to resolve client issues Accurately assesses the customer's product issue or problem by verifying, investigating, pinpointing, and defining all of the aspects that need consideration. Provides appropriate personnel a precise understanding, written and/or verbal, of user's issues when the problem needs to be escalated to a higher level. Monitors incoming cases and emails and resolves in accordance within company guidelines Participates in training programs to continuously improve product knowledge and service skills. Works on special projects or research, as needed. May perform other job duties as assigned. What you’ll need to have: A minimum of two years of experience working in a financial institution (bank or credit union). Experience in consumer lending, commercial lending, or real estate lending is highly desired. Strong troubleshooting skills with the ability to deliver exceptional customer service in a fast‑paced environment. Ability to work holidays, weekends, and extended hours as business needs require. Willingness to participate in an on‑call rotation. What would be nice for you to have: Experience with ACH, general ledger, ATM/debit/credit card operations, or deposit operations is preferred. Familiarity with Jack Henry’s Symitar platform is also preferred. 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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team. Why Jack Henry? At Jack Henry, we live by the motto: “ Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders. 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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability 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. #INDNonTech