Note: The job is a remote job and is open to candidates in USA. Jack Henry provides technology solutions for community banks and credit unions. The Senior Application Support Analyst will implement, configure, test, troubleshoot, and support teller automation software in IBM i environments, while guiding customers through installations, training, conversions, and go-live activities. The role partners with bank personnel and internal teams and requires periodic travel to client sites.
Responsibilities
- 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 functions, 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 uses
- May provide pre-sales support activities including customer’s operations assessments and product demonstrations
- Provides guidance to other team members on project tasks and requirements. Provides technical expertise on unique or advanced problems. Provides training to less experienced peers
- Contributes to process and product improvements
- Assists less experienced peers and actively shares knowledge with peers
- May perform other job duties as assigned
Skills
- Minimum of 6 years of experience in software implementation, application support, application analysis, or software support
- Banking, financial institution, or credit union experience with knowledge of teller operations, deposit operations, or branch banking processes
- Experience working in IBM i (iSeries/AS400) environments and supporting business-critical applications
- Strong troubleshooting, analytical, and problem-solving skills with experience configuring, testing, and supporting software solutions
- Ability to travel 25-40% for client implementations (typically one trip per month with each trip lasting about 8 days) and provide evening or weekend support during conversions and go-live events as needed
- Experience with Jack Henry products, including SilverLake, 20/20 Teller, or comparable teller automation solutions
- Experience leading or supporting software implementations, conversions, and customer training initiatives
- Advanced knowledge of banking operations and the ability to translate customer business processes into technical solutions
- Strong communication and consulting skills with the ability to work effectively with both technical and non-technical stakeholders
- Bachelor's degree in Information Technology, Business, Finance, or a related field
Benefits
- This is a remote position.
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