Application Support Analyst: Symitar Operations Support

General information

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JobID

15358

Position Level

Individual Contributor

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

10%

Workplace Type

Remote

Description & Requirements

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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 role 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 JH 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.  

• 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 18 months of experience in a credit union or in application analysis, software implementation or IT.

• Experience with front-line customer service .

• Able to work on-call as needed.

  What would be nice for you to have:

• Associate’s or Bachelor's degree.

• Financial services background.

• Jack Henry products, equivalent competitor products, and understanding of application functions.

  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 (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) 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 (https://discover.jackhenry.com/corporate-sustainability) 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.