General information

JobID: 10981

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote, San Diego, California

Travel Requirements: 25%

Description & Requirements

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.

Symitar and Jack Henry & Associates brands are currently looking for an Episys Card Services Application Support Analyst to join our team. Our Episys Card Services Application Support Analyst is responsible for ensuring that all phases of their assigned projects/cases (Online ATM processing, Online Debit, or Shared Branching) are completed successfully and according to agree upon timelines. This can include balancing online network transactions, testing of network specification edit, certification testing, training client, and troubleshooting card issues. 

This position can be worked remotely within the US. 

What you’ll be responsible for:

  • Analyzes the customer’s existing products/processes and consults with customers to map the 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.
  • 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.
  • May perform other job duties as assigned

What you’ll need to have:

  • Minimum 2 years of experience in the financial or credit union industry.
  • Minimum 1 year of experience in the card services industry.
  • Up to 25% travel required.

What would be nice for you to have:

  • Experience working with or using Episys. 
  • Excellent verbal and written communication skills a must.
  • Excellent organizational skills and ability to prioritize work under pressure is a necessity.
  • Associates or bachelor’s degree preferred.
  • Financial/credit union or related industry.
  • Knowledge of JHA products, equivalent competitor products, and understanding of application functions. 
  • Computer skills with knowledge of applications including Microsoft Office Suite.
  • Business operations and procedures including concepts, structures, etc.
  • Ability to analyze/convert customer information and processes for setup in the JHA system.  Analyze business information and processes.
  • Experience training customers on new products
  • Work with all levels of personnel and communicate complex information in user-friendly terms.

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.

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