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Jack Henry & Associates Application Support Analyst in Lenexa, Kansas

Application Support Analyst

General information

JobID: 9031

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Allen, Texas, Alpharetta, Georgia, Charlotte, North Carolina, Houston, Texas, Lenexa, Kansas, Louisville, Kentucky, Remote, Remote, San Diego, California, Seattle, Washington, Springfield, Missouri

Travel Requirements: 50%

Description & Requirements

The Synergy Application Support Analyst, acts as liaison between the customer and the installation team within specific area of specialty and is a part of the Synergy Implementation business unit for the ProfitStars brand at Jack Henry & Associates.

Experience with networking and physical hardware is helpful. Most issues you will troubleshoot are with the Synergy product, but sometimes you may need to troubleshoot Windows/Server issues to get the product to work. In this role, you are installing and providing technical support to the Synergy product. The level of support you provide will be done over the phone and WebEx remotely, and as needed onsite support will be provided to our customers. You will be required to speak in front of small to medium groups of customers to demonstrate the Synergy product and provide overviews.

This position can be based only out of the following Jack Henry office location: Remotely within the US.

Minimum Qualifications

  • Must have a minimum of 18 months of experience working in a Windows Operating System environment supporting servers in any of the following categories: Service Desk and/or Network Support.

  • Must be able to travel up to 50% to conduct onsite software installation and support for various Jack Henry & Associate customers and or you may possibly attend company meetings or a professional development conference.

  • Most of the time this means you travel every other week. A typical travel week would have you leaving out on Sunday and return the following Friday.

  • The core hours for this position are 8:00 a.m.- 5:00 p.m. CT (Monday – Friday). There may be times that you will need to work overtime or weekends to insure we are taking care of the customer and hitting the project commitments.

Preferred Qualifications

  • Bachelor's degree.

  • Basic networking experience (routing, switching, firewall, DNS).

  • Experience in an IT related position within a Financial Institution.

Essential Functions

  • 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 set-up, creates job files for processing, etc). Ensures related business processes will run on software.

  • Provides software support/guidance by answering questions on function, features, and usage of software products. Support 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.

  • dentifies/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.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.