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Jack Henry & Associates Senior Service Management Practice Analyst - Incident Commander in Lenexa, Kansas

Senior Service Management Practice Analyst - Incident Commander



Position Level

Individual Contributor


Information Technology

Position Type


Working Time



Allen, Texas, Charlotte, North Carolina, Houston, Texas, Lenexa, Kansas, Remote, Remote, San Diego, California, Seattle, Washington, Shawnee Mission, Kansas, Springfield, Missouri

Travel Requirements


Description & Requirements

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At Jack Henry & Associates, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you’ll join us. We can’t do it without you.

As a Service Management Practice Analyst, you will serve as an Incident Commander under minimal supervision within the Incident Management team. This requires a high level of availability to respond to reports of major incidents. In this role, it is imperative to have exceptional verbal and written communication skills, a high level of organization, and a fundamental knowledge of IT operations.

This position is to be filled Remotely within the US.

What you’ll be responsible for:

  • Executes documented processes to achieve defined incident management objectives and outcomes.

  • Provides feedback, insight, and solutions into the effectiveness and efficiency of processes, teams, tools, and partners.

  • Develops, reviews and updates practice documentation as authorized.

  • Utilizes ITSM tools and technologies in the execution of practice processes.

  • May participate in on-call rotations as appropriate for the practice being managed.

  • Engage with Service Owners, Product Teams, and Business Leaders as appropriate.

  • Organize and facilitate meetings with stakeholders as appropriate.

  • Record, track, and review KPI’s and metrics related to the performance of the practice.

  • Will assist in training less experienced peers.

  • May act as a team lead.

  • May perform other duties as assigned.

What you’ll need to have:

  • 2 years of experience in Cyber Security.

  • 2 years of experience in at least two of the following areas: Networking, security, cloud, systems, and application development.

  • 2 years of proficiency in Office 365 Suite.

  • 2 years of experience serving as an incident commander.

  • Ability to travel up to 10% to attend JHA meetings, trainings, and/or professional conferences.

What would be nice for you to have:

  • IT related bachelor’s degree.

  • Hands on experience with Cherwell, ServiceNow, and Salesforce.

  • Certification in FEMA Incident Command System.

  • ITIL Certification.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry’s mission and can contribute to our company in a variety of ways.

Why Jack Henry?

At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company’s strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial wellbeing of our people is always met.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

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.

Requests for full corporate job description may be requested through the interview process at any time.