Application Support Analyst II: Card Services

Summary

Jack Henry provides technology solutions for financial institutions and is seeking a Card Services Application Support Analyst II. The role supports implementation and customer service for card services applications, including system setup, transaction balancing, certification testing, training, and troubleshooting. This is a remote position with travel to customer locations and proximity to specified office locations required.

Responsibilities

• Analyzes the customer’s existing products/processes and consults with customers to map the existing system to the Jack Henry 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
• 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
• May perform other job duties as assigned

Skills

• Minimum of 2 years experience within the financial services or credit union industry
• Direct experience with card services
• Experience working with or using the Symitar core
• Excellent verbal and written communication skills
• Excellent organizational skills and ability to prioritize work under pressure is a necessity
• Knowledge of Jack Henry products, equivalent competitor products, and understanding of application functions
• Computer skills with knowledge of applications including Microsoft Office Suite
• Business operations and procedures including concepts, structures, etc
• Ability to analyze/convert customer information and processes for setup in the JHA system. Analyze business information and processes
• Experience training customers on new products
• Work with all levels of personnel and communicate complex information in user-friendly terms

Qualifications

Must Haves

• Minimum of 2 years experience within the financial services or credit union industry
• Direct experience with card services

Nice to Haves

• Experience working with or using the Symitar core
• Excellent verbal and written communication skills
• Excellent organizational skills and ability to prioritize work under pressure is a necessity
• Knowledge of Jack Henry products, equivalent competitor products, and understanding of application functions
• Computer skills with knowledge of applications including Microsoft Office Suite
• Business operations and procedures including concepts, structures, etc
• Ability to analyze/convert customer information and processes for setup in the JHA system. Analyze business information and processes
• Experience training customers on new products
• Work with all levels of personnel and communicate complex information in user-friendly terms

Benefits

• Remote position for candidates living within approximately a 70-mile radius of the specified office locations
• Hybrid workplace type
• Comprehensive benefits designed to support associates’ physical, mental, and financial health