Application Support Analyst

About the role

Our Credit Union Core Implementation team is seeking an Application Support Analyst—a hands‑on implementation specialist who partners directly with credit union leaders to configure, train, and launch their new core system. This role is essential to onboarding new credit unions and configuring key modules like Loans, Deposits, and ACH.

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/default set-up, creates job files for processing, etc.). Ensures related business processes will run on software.
• Supports software by answering questions on function, features and usage of software products. Supports 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.
• Provides onsite training and testing during the conversion process.
• Provides training to less experienced peers.
• May perform other job duties as assigned.

Requirements

• At least 4 years of credit union experience in back‑office operations.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly.
• Strong ability to work both independently and collaboratively within a project team environment.
• Willingness to travel up to 30%, typically averaging one trip per month, with occasional months requiring additional travel depending on project phase.
• Ability to work extended hours while onsite, which may include evenings, weekends, and occasional holidays to support client implementation schedules.
• Proven experience managing project‑based work, prioritizing tasks, and meeting deadlines.

Qualifications

• Associate or bachelor’s degree in a related field.
• Hands-on experience with Episys, including front‑office and/or back‑office functionality.
• Familiarity with Jack Henry products or comparable competitor systems, along with a strong understanding of core application functions.
• Experience analyzing and translating customer data and business processes into accurate configurations within the Jack Henry system.
• Experience training customers on software, with the ability to explain concepts clearly and adapt to different learning styles.