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Application Support Analyst II
Jack Henry
United States
Remote
USD 50,000 - 60,000
Full time
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Job summary
A leading technology company is seeking an Application Support Analyst II who will enhance customer satisfaction and support community banks and credit unions. The ideal candidate will possess strong analytical skills and a dedication to problem-solving in a fast-paced environment, working alongside a dynamic team to improve user experiences.
Qualifications
- Minimum of 2 years in banking or credit union experience.
- General knowledge of JHA products and financial industry.
Responsibilities
- Analyzes customer processes and maps systems to JHA products.
- Provides software support and communicates customer needs to the team.
- Prepares training materials for users.
Skills
Tools
Job description
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At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without 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 position can be worked remotely from anywhere within the US.
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:
* Minimum of 2 years in banking or credit union experience.
What would be nice for you to have:
* Lending, ACH, General Ledger, Accounting or Cards Support preferred.
* Developing professional expertise. Works on non-complex to projects with no supervision and/or moderately complex projects
with supervision/ technical assistance. Exercises judgment within defined procedures and practices.
* General knowledge in the following areas:
* Financial/credit union or related industry.
* JHA products, equivalent competitor products, and understanding of application functions.
* Computer skills with knowledge of applications including Microsoft Office Suite. General knowledge of information systems.
* Business operations and procedures including concepts, structures, etc.
* Able to:
* Analyze/convert customer information and processes for setup in JHA system. Analyze business information and processes.
* Train customers to use JHA software.
* Work with all levels of personnel and communicate complex information in user-friendly terms.
* Able to resolve complex issues. Works on complex and diverse projects. Analysis requires an in-depth evaluation of variable factors. Exercises good judgment in selecting methods, techniques and evaluation criteria for obtaining solutions.
* Able to provide outstanding customer service as set forth by corporate policies and standards.
* Demonstrates excellent communication and customer interaction skills in a timely manner per 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 positing, 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 [1] 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 [2] 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.
References
Visible links
1. https://careers.jackhenry.com/yourexperience#our-benefits-anchor
2. https://discover.jackhenry.com/corporate-sustainability
- Seniority levelEntry level
- Employment typeFull-time
- Job functionInformation Technology
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