General information

JobID: 9610

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Locations: Remote, Remote, San Diego, California

Travel Requirements: 25%

Description & Requirements

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. 

MINIMUM QUALIFICATIONS
  • 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.

PREFERRED QUALIFICATIONS
  • 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.

ESSENTIAL FUNCTIONS
  • 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 April lies 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.

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.