Senior Application Support Analyst (Back Office Lending-Credit Unions) at Jack Henry & Associates, Inc.

Job description

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. 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. We are looking for someone who brings a commitment to excellence, a strong customer‑centric mindset, and a self‑motivated approach to their work. In this fast‑paced environment, you will deliver high‑quality software support by analyzing client issues, identifying root causes, and guiding customers toward effective resolutions. You will provide support by answering questions about product functionality, features, and best practices, while maintaining clear and consistent communication throughout each case. As a primary client-facing contact, you will manage incoming cases, address issues promptly, and ensure each customer receives exceptional support. This role blends your technical expertise, procedural understanding, and financial institution experience to support our credit union partners—helping strengthen the relationship between Jack Henry, the credit union, and ultimately its members. This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Birmingham, AL; Cedar Falls, IA; Charlotte, NC; Overland Park, KS; Louisville, KY; Springfield, MO; or Monett, MO. This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.). The salary range for this position is $68,700-$103,150 and will be determined based on location and experience level. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. What you’ll be responsible for: • 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. • Monitors and responds 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. • May perform other job duties as assigned . What you’ll need to have: • 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 Expert (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. What would be nice for you to have: • Although the position focuses on lending, experience or exposure to one or more of the following areas would be beneficial: ACH, Accounting, or Card Processing. • Demonstrates experience working independently on complex financial institution processes. Capable of handling non-complex cases without supervision and moderately complex cases with guidance or technical assistance. Exercises sound judgment within defined procedures and established practices. • Capable of establishing systematic, organized, and logic-based processes and procedures. • Familiarity with Jack Henry’s Symitar platform, including Symitar PowerOn, JH products (and/or equivalent competitor products), and an understanding of their applications. 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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team. Why Jack Henry? At Jack Henry, we live by the motto: “ Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders. 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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability 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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations. Requests for full corporate job descriptions may be requested through the interview process at any time.

Requirements

Must-haves

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, STEM OPT Training Plans, etc.).
All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.
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.
Monitors and responds 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.
May perform other job duties as assigned .
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 Expert (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.
What would be nice for you to have:
Although the position focuses on lending, experience or exposure to one or more of the following areas would be beneficial: ACH, Accounting, or Card Processing.
Capable of establishing systematic, organized, and logic-based processes and procedures.
Familiarity with Jack Henry’s Symitar platform, including Symitar PowerOn, JH products (and/or equivalent competitor products), and an understanding of their applications.
Why Jack Henry?
Culture of Commitment

Nice-to-haves

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Platform: career-feeds
Effort: medium

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