Position Level
Individual Contributor
Implementation & Support
Position Type
Working Time
Remote, Remote, San Diego, California
Travel Requirements

Description & requirements


At Jack Henry, 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.

Do you have a background in branch operations? Do you enjoy training and coaching people? Do you have strong analytical skills? Do you like traveling? If so, this may be the job for you.  We have a current opening for an Application Support Analyst with our Episys Implementations Branch Operations team.

This is not a support role but an implementations position. Our Branch Operations Application Support Analysts are responsible for providing training courses to Jack Henry customers who are undergoing an Episys conversion, and for the configuration and testing of the various modules of the Episys system. The analyst works directly with credit union executives, training coordinators, and general staff to review their current policies and procedures and discuss the branch operations decisions they need to make to setup Episys as their core platform. Training courses and workshops are conducted via internet-based learning and at a customer's location.

About Our Team

The Implementations Branch Operations team is a group of innovative, and fun individuals who work independently on Implementation projects, but also collaborate with other project team members to ensure the success of their conversion projects. In addition to the work they do on conversion projects, the application analysts work with existing Episys clients on Implementation projects to improve the use of their core platform.

As a JH associate you are more than just an employee, you are a valued member of the organization that is dependent on you and your success!  JH stresses a company culture that encourages you to think outside the box and to grow in your professional career.  As a JH employee you will enjoy a generous PTO plan that allows you to maintain a work-life balance.

This role is available in our San Diego, CA office or remote from anywhere within the US.

What you’ll be responsible for:

  • Delivers software and service training courses or workshops. May create, design, and customize training materials and procedures for each customer situation.
  • Analyzes the customer’s existing branch operations and consults with customer to map existing processes to the JH product.
  • Prepares the customer for internal staff training, this includes developing custom training curricula, setting up training environment, following up on questions asked during training that require research, etc.
  • Oversees/performs system set-up for customer (i.e. parameter set-up, system privileges set-up, etc.).
  • Provides software support/guidance by answering questions on function, features and usage of complementary software products.  Support may be at the customer site or remote.
  • Communicates the customer’s needs/expectations with other team members, and team leader.
  • Maintains effective communication with customer throughout entire project/case.
  • Identifies/maintains customer issues and ensures proper resolution.  Maintains customer issue list by application and ensures issues all are forwarded to the appropriate personnel for resolution.

What you’ll need to have:

  • 3 years of experience working in a bank or credit union environment.
  • Must be able to travel up to 30%.

What would be nice for you to have:

  • Associate’s or Bachelor’s degree preferred.
  • Strong public speaking and written communication skills.
  • Excellent customer service skills and the ability to adeptly handle challenging client scenarios.
  • Episys front and/or back-office experience is a plus.
  • General knowledge in the following areas:
    • Financial institution or credit union operations experience.
    • JHA products, equivalent competitor products, and understanding of application functions. 
    • General knowledge of applications including Microsoft Suite products.
  • Able to:
    • Train customers to use JHA software.
    • Analyze/convert customer information and processes for setup in JHA system.  Analyze business information and processes.
    • Work with all levels of personnel and communicate complex information in user-friendly terms.
    • Work on complex projects with no supervision and/or moderately complex projects with supervision/ technical assistance.  Exercises judgment within defined procedures and practices.

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.