Application Support Analyst II: Card Services

About the role

As a Symitar Card Services Application Support Analyst at Jack Henry, you’ll ensure all phases of assigned projects/cases—Online ATM processing, Online Debit, or Shared Branching—are completed successfully and on schedule. Responsibilities include balancing online network transactions, testing network specification edits, certification testing, training clients, and troubleshooting card issues.

This is a remote position; candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Lenexa, KS; Louisville, KY; Springfield, MO; or Monett, MO. All positions, regardless of location, may require an onsite interview or in-person onboarding to verify identity.

Responsibilities

• Analyze the customer’s existing products/processes and consult to map their system to the Jack Henry product.
• Prepare the customer for installation, guide them through the process, and provide post-installation training or support.
• Oversee/perform system set-up (parameter configuration, job-file creation) to ensure business processes run on the software.
• Provide software support by answering questions on function, features, and usage (on-site or remote).
• Communicate customer needs/expectations with programmers, team members, and leadership.
• Maintain effective communication with the customer throughout the project/case.
• Identify, track, and resolve customer issues, escalating to appropriate personnel as needed.
• Prepare training materials and documentation for customers and internal users.
• Perform other job duties as assigned.

Requirements

• Minimum of 2 years of experience working in a credit union.
• ATM, Debit, or Credit card processing experience.
• Ability to travel up to 25% to customer locations for installation services (may include weekends).
• Excellent written and verbal communication skills.

Qualifications

• Experience with the Symitar core system.
• Strong organizational skills and ability to prioritize under pressure.
• Knowledge of Jack Henry products, competitor equivalents, and application functions.
• Proficiency in Microsoft Office Suite and general computer applications.
• Understanding of business operations, procedures, and structures.
• Ability to analyze and convert customer information/processes for setup in the JHA system.
• Experience training customers on new products.
• Ability to communicate complex information in user-friendly terms across all levels of personnel.

Benefits

At Jack Henry, we offer comprehensive benefits designed to support your physical, mental, and financial well-being, allowing you to thrive both personally and professionally. Our culture empowers collaboration, innovation, and a shared commitment to doing the right thing.