Senior Application Support Analyst

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.

Are you a natural problem solver with a passion for customer satisfaction? Join our dynamic team as an Application Support Analyst and be the face of our company's commitment to exceptional service! Symitar Credit Union Solutions is looking for a customer focused, organized, detail oriented, highly motivated individual to join our Symitar Operations Support team. You would be in a fast-paced environment with an experienced group of individuals that assist financial institutions with resolving their technical and procedural issues, while building the relationship between Jack Henry and our customers.

This is a remote position, however, candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; Monett, MO; Louisville, KY; or Charolette, NC.

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:

• Provides comprehensive software support and guidance by responding to inquiries regarding the functions, features, and usage of software products.
• Maintains clear and consistent communication with customers throughout all interactions.
• Effectively communicates customer requirements and expectations to programmers, team members, and the team leader.
• Serves as the primary client-facing contact, coordinating resources across teams to address and resolve client issues.
• Accurately assesses product-related issues by verifying, investigating, pinpointing, and clearly defining all pertinent aspects requiring consideration.
• Offers detailed explanations of user challenges, both in written and verbal formats, to ensure appropriate escalation to higher-level support personnel when necessary.
• Monitors incoming cases and emails diligently, resolving them in accordance with company guidelines.
• Participates in training programs to continuously enhance product knowledge and service competencies.
• Contributes to special projects and research assignments as required.
• Demonstrates integrity, professionalism, and enthusiasm in delivering results and maintaining accountability.
• Supports coaching, professional development, and the cultivation of a positive work environment.
• Promotes a culture of innovation and continuous improvement, while actively fostering collaboration and teamwork across organizational boundaries.
• May perform additional job-related duties as assigned.

What you'll need to have:

• A minimum of 6 years of experience within a credit union environment.
• Demonstrated expertise and familiarity with Symitar.
• Experience in lending, ACH, general ledger accounting, or card support is highly desirable.
• Ensure a customer-centric approach at the core of all decision-making processes.

What would be nice for you to have:

• Demonstrates substantial experience operating independently within complex credit union procedures.
• Consistently exercises sound judgment within established protocols and recognized practices.
• Extensive background in the financial, credit union, or related sectors.
• Proficiency in lending, general ledger (GL), and/or ACH products.
• Familiarity with Jack Henry products, equivalent competitor offerings, and comprehensive understanding of application functionality.
• Adequate computer literacy, including expertise in the Microsoft Office Suite and general knowledge of information systems.
• Thorough understanding of banking operations, procedures, concepts, and frameworks.
• Capable of analyzing and converting customer data and processes for integration into the JHA system.
• Competent in evaluating customer business information and procedures.
• Demonstrates the ability to collaborate with personnel across all organizational levels and to communicate intricate information in a clear and accessible manner.
• Exercises sound judgment in the selection of methodologies, techniques, and evaluative criteria to achieve optimal solutions.
• Consistently delivers exemplary customer service in accordance with corporate policies and standards.
• Exhibits superior communication abilities and engages with customers in a timely and professional fashion, adhering to company policies and guidelines.

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.