Service Management Practice Analyst III

About the role

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you. The Service Management Analyst III provides leadership for enterprise Incident and Change Management programs, ensuring effective governance, service stability, and operational resilience. This role coordinates major incident response efforts, oversees change review and approval processes, facilitates executive and stakeholder communications, analyzes operational trends and performance metrics, and drives continuous service improvement initiatives. As a trusted advisor and subject matter expert, the analyst collaborates across technical and business teams to reduce operational risk, improve service availability, and advance organizational service management maturity. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX or Louisville, KY. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

Responsibilities

• Lead and coordinate the response to all incidents, ensuring timely restoration of critical business services and technology systems.
• Assess incident impact, risk, and urgency to determine appropriate escalation and communication strategies.
• Facilitate incident bridge calls and drive accountability across technical teams, vendors, and stakeholders.
• Manage stakeholder communications during service disruptions and high-impact events.
• Support and execute Incident and Change Management processes, standards, and governance activities.
• Lead post-incident reviews and ensure corrective actions are documented, tracked, and completed.
• Analyze KPIs (Key Performance Indicators), trends, and operational metrics to identify service improvement opportunities.
• Maintain and enhance process documentation, playbooks, and service management procedures.
• Partner with Service Owners, Product Teams, and Business Leaders to improve service management maturity and operational effectiveness.
• Provide guidance and mentoring to team members and serve as a subject matter expert for Incident and Change Management practices.
• Lead Change Advisory Board (CAB) activities, including agenda management, risk evaluation, and facilitation of change review discussions.
• Assess and