General information

JobID: 8950

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Remote, Remote

Travel Requirements: 0%

Description & Requirements

Symitar, the recognized leader in core data processing solutions for U.S. credit unions, is seeking an experienced Lending Support Analyst to join our Episys Technical Support team.

As a Lending Support Analyst, you will work with over 600+ credit union clients and be responsible for supporting clients on new and existing loan software products. Primary responsibilities will include working cases to troubleshoot and configure these lending products. As part of a 13-person team, you will provide training and troubleshooting to resolve issues. The ideal candidate is self-motivated and has great customer service skills, strong documentation skills and a high attention to detail.

While this role is offered 100% remote, the standard shift is Monday – Friday from 8:30 AM - 5:30 PM Pacific Time.  The rotation shift is typically 9:00 AM – 6:00 PM Pacific Time every other Saturday and holidays are split between 5:00 AM – 6:00 PM Pacific Time. 


  • Minimum of 18 months of experience in a credit union, bank, or other financial services setting. 
  • This position requires a scheduled rotational shift every other Saturday. Holidays may be required to be worked


  • Lending experience.
  • Episys experience.
  • Ability to work on moderately complex projects with supervision/ technical assistance.
  • Excellent knowledge of the financial industry as it relates to banks and credit unions.
  • Excellent knowledge of product(s) supported and strong knowledge of other core and complimentary products.  Able to serve as Subject Matter Expert (SME) on product functionality.
  • Able to use support tools to identify or recreate customer issues.
  • Able to identify and resolve application and service issues.
  • Experience with training customers or clients to use specific products.
  • Able to provide outstanding customer service as set forth by corporate policies and standards.
  • Demonstrate excellent organizational and time management skills.


  • Analyzes the customer’s existing products/processes and consults with customer to map 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 the 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.
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.