Application Support Analyst II

About The Role

We are seeking a Card Services Application Support Analyst to join our dynamic team. This remote position offers an exciting opportunity to work closely with financial institutions, ensuring the successful implementation and support of card processing solutions such as Online ATM processing, Online Debit, and Shared Branching. The analyst will be responsible for managing all phases of assigned projects and cases, including transaction balancing, network specification testing, certification, client training, and troubleshooting card-related issues. The role requires strong analytical skills, excellent communication, and the ability to work collaboratively with clients and internal teams to deliver exceptional service.

Qualifications

• Minimum of 2 years of experience in the financial or credit union industry
• Minimum of 25% travel required
• Experience working with or using the Symitar core system (preferred)
• Excellent verbal and written communication skills
• Strong organizational skills and ability to prioritize under pressure
• Proficiency with Microsoft Office Suite and other relevant applications
• Knowledge of business operations, procedures, and application functions
• Experience training customers on new products and solutions
• Ability to analyze and convert customer information for system setup
• Ability to communicate complex technical information in user-friendly terms

Responsibilities

• Analyze existing customer products and processes, and consult to map them to Jack Henry solutions
• Prepare customers for system installations, guide them through the process, and provide post-installation support and training
• Oversee and perform system setup, including parameter configuration and job file creation for processing
• Provide software support by answering questions related to functions, features, and usage, either remotely or at customer sites
• Maintain effective communication with customers throughout projects, ensuring expectations are met and issues are addressed promptly
• Identify, document, and track customer issues, escalating them to appropriate teams for resolution
• Develop and maintain training materials and documentation for both customers and internal teams
• Collaborate with programmers, team members, and leadership to ensure successful project delivery
• Perform additional duties as assigned to support team objectives and client satisfaction

Benefits

• Comprehensive health, dental, and vision insurance plans
• Retail savings plans with company matching
• Paid time off and holiday leave
• Professional development and training opportunities
• Flexible work arrangements, including remote work options
• Employee wellness programs and resources
• Inclusive and collaborative work environment fostering growth and innovation

Equal Opportunity

We are an equal opportunity employer and do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. We prohibit retaliation against individuals who raise concerns or participate in investigations related to discrimination or harassment. We welcome applicants from all backgrounds and are dedicated to providing an equitable hiring process and work environment.