Application Support Analyst II: Card Services

Jack Henry & Associates, Inc.; Overland Park (KS); On-site; USD 48,350 - 72,450; Full time

Job summary

Jack Henry & Associates, Inc. is seeking a customer-focused Application Support Analyst to provide high-quality software support. Responsibilities include analyzing client products, overseeing system setups, and guiding customers on product use. Candidates should have a minimum of two years' experience in a financial institution, strong troubleshooting skills, and the ability to deliver exceptional service in a fast-paced environment. This remote position requires candidates to reside within 70 miles of specific office locations.

Qualifications

• Minimum two years of experience working in a financial institution.
• Experience in consumer lending or commercial lending is highly desired.
• Strong troubleshooting skills and ability to work in a fast-paced environment.

Responsibilities

• Analyze customer's existing products/processes and consult to map systems to JHA product.
• Oversee system set-up for the customer and ensure business processes run on software.
• Provide software support and guidance on product functionality.

Skills

Customer service

Troubleshooting

Communication

Job description

At Jack Henry, we’re a technology company dedicated to transforming financial services for community banks and credit unions. We deliver cutting‑edge solutions that enable seamless, secure, and human‑centered banking experiences.

Jack Henry is seeking a customer‑focused, solution‑driven analyst to join our Application Support Analyst team. In this fast‑paced environment, you will provide high‑quality software support by analyzing client issues, identifying root causes, and guiding customers toward effective resolutions. You will be the primary client‑facing contact, managing incoming cases, ensuring each customer receives exceptional support, and coordinating with internal teams to resolve complex problems.

Responsibilities

• Analyze the customer's existing products/processes and consult with the customer to map the existing system to the JHA product.
• Oversee system set‑up for the customer (parameter set‑up, job file creation, etc.) to ensure related business processes run on software.
• Provide software support and guidance by answering questions on product functionality, features, and usage.
• Communicate the customer's needs and expectations to programmers, other team members, and the team leader.
• Maintain effective communication with the customer throughout the entire project/case.
• Identify, maintain, and ensure proper resolution of customer issues; maintain customer issue lists and forward them to appropriate personnel.
• Prepare training materials and documentation for customers and internal users.
• Coordinate resources from other teams to resolve client issues as the primary client‑facing contact.
• Accurately assess the customer's product issue or problem by verifying, investigating, pinpointing, and defining all relevant aspects.
• Provide staff with a precise understanding of user issues for escalation when needed.
• Monitor incoming cases and emails, resolving them in accordance with company guidelines.
• Participate in training programs to continuously improve product knowledge and service skills.
• Work on special projects or research as needed.
• May perform other job duties as assigned.

Requirements

• Minimum 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.

Nice to Have

• Experience with ACH, general ledger, ATM/debit/credit card operations, or deposit operations.
• Familiarity with Jack Henry’s Symitar platform.

Location: This is a remote position. Candidates must live within approximately a 70‑mile radius of our office locations in Allen, TX; Lenexa, KS; Springfield, MO; or Monett, MO.

Salary range is $48,350–$72,450, depending on location and experience level.

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.

At Jack Henry, we are an equal‑opportunity employer and are committed to providing equal opportunity in all employment practices. We value, respect, and protect the uniqueness each individual brings. Our hiring practices are inclusive of all protected categories such as race, religion, color, national origin, ancestry, physical and mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, sexual orientation, age, and military/veteran status.

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.