Senior Application Support Analyst (Back Office Lending-Credit Unions)

About the role

Jack Henry is seeking a highly experienced customer-focused, solution-driven analyst to join our team of Operations Support Analysts. This team provides white-glove service to our Symitar Credit Union Solutions clients.

Responsibilities

• Analyzes customer environments and consults on existing Jack Henry/Symitar products and processes.
• Provides software support and guidance on product functionality, features, and usage.
• Serves as a primary client contact, coordinating with internal teams to address customer needs and resolve issues.
• Tracks, manages, and resolves customer issues, ensuring timely escalation and communication as needed.
• Maintains clear, ongoing communication with customers throughout the lifecycle of projects and support cases.
• Develop training materials and documentation for customers and internal stakeholders.
• Maintains monitoring and responding to incoming cases and emails in accordance with company standards.
• Participates in ongoing training to enhance product knowledge and service capabilities.
• Supports special projects as assigned.

Requirements

• A minimum of 6 years of experience working in a financial institution (bank or credit union).
• Experience with loans or within a Lending environment (Balancing, transactions, batch programs, process resolutions, etc.).
• Subject Matter Export (SME) in lending, loan collections, underwriting, credit reporting, and related processes.
• Strong troubleshooting skills with the ability to deliver exceptional customer service in a fast-paced environment.
• Ability to work holidays, weekends, and extended hours as business needs require.
• Willingness to participate in an on-call rotation.

Qualifications

• 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.
• This position is ineligible for immigration sponsorship and support.

Skills

• Technical expertise in Jack Henry’s Symitar platform, including Symitar PowerOn, JH products (and/or equivalent competitor products).
• Understanding of applications and processes within the lending, loan collections, underwriting, credit reporting, and related fields.
• Procedural understanding and financial institution experience.

Benefits

Comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. Visit our Corporate Benefits page for more details.

Pay

The salary range for this position is $68,700-$103,150 and will be determined based on location and experience level.

Schedule

This is a remote position.