General information

JobID: 8480

Position Level: Individual Contributor

Team: Implementation & Support

Type of Contract: Regular

Working Time: Full-Time

Locations: Remote, Remote

Travel Requirements: 50%

Description & Requirements

Jack Henry & Associates is seeking an Application Support Analyst to join the Card Processing Solutions team. In this role, you will be responsible for providing implementation assistance, application training, and problem resolution to customers for our full-service credit card product. 

You will be responsible for providing training to both customers and employees who are undergoing a product installation and/or conversion of our Credit, as well as those who request continuing education. Training courses and workshops are conducted at a customer's location, via internet/eLearning, and/or at a Jack Henry & Associates location.

This position will be worked remotely.

MINIMUM QUALIFICATIONS

·         Minimum of 18 months of experience with back office credit card processing Visa/ MasterCard support or implementation.  

·         Must be available to travel 50% which will include nights and overnight weekend work and travel.

PREFERRED QUALIFICATIONS

·         Associate’s or Bachelor’s degree.

·         Experience with full-service credit card processing.

·         Experience working with Visa/MasterCard credit cards, installing, training, back-office operations, and processing.

·         Presentation or training experience.

·         Knowledge of credit card regulation.

·         General Ledger balancing experience.

·         Solid knowledge of MS Office, internet-based training tools, and tutorial building software.

·         Experience with 360 Control (commercial card platform)

ESSENTIAL FUNCTIONS

·         Analyzes the customer’s existing products/processes and consults with customers to map the existing systems 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 customers (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 leaders.

·         Maintains effective communication with customers throughout the entire project/case.

·         Identifies/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. We are committed to a work environment that supports, empowers, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other characteristic protected under applicable federal, state, or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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.

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