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Implementation Analyst II

General information

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JobID

16398

Position Level

Individual Contributor

Team

Implementation & Support

Working Time

Full-Time

Position Type

Regular

Travel Requirements

25%

Workplace Type

Hybrid

Preferred Location

Allen, TX

Description & Requirements

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At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates. If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you.

The Synergy Application Support Analyst, acts as liaison between the customer and the installation team within specific area of specialty and is a part of the Synergy Implementation business unit at Jack Henry.

Experience with networking and physical hardware is helpful. Most issues you will troubleshoot are with the Synergy product, but sometimes you may need to troubleshoot Windows/Server issues as well as general communications issues to get the product to work. In this role, you are installing and providing technical support to the Synergy product. The level of support you provide will be done over the phone and Web Ex remotely, and as needed onsite support will be provided to our customers. You will be required to speak in front of small to medium groups of customers to demonstrate the Synergy product and provide overviews.

This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Louisville, KY; Birmingham, AL; Springfield, MO; or Monett, MO.

All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.

What you'll be responsible for:

+ 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.

+ 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:

+ Must have a minimum of 18 months of experience working in a Windows Server environment supporting servers in any of the following categories: Service Desk, Network Support or System Administration.

+ Basic networking experience (routing, switching, firewall, DNS).

+ Must be able to travel up to 25% to conduct onsite software installation and support for various Jack Henry customers.

+ Most of the time this means you travel once per month. A typical travel week would have you leaving out on Sunday and return the following Friday.

+ The core hours for this position are 8:00 a.m.- 5:00 p.m. CT (Monday – Friday). There may be times that you will need to work overtime or weekends to insure we are taking care of the customer and hitting the project commitments.

+ Must be able to travel up to 25% to attend onsite meetings, implementations or trainings.

What would be nice for you to have:

+ Bachelor's degree.

+ Experience in an IT related position within a Financial Institution.

+ General knowledge in the following areas:

+ Financial/credit union or related industry.

+ Jack Henry products, equivalent competitor products, and understanding of application functions.

+ Business operations and procedures including concepts, structures, etc.

+ Training or customer education experience.

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 looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.”It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits (https://careers.jackhenry.com/yourexperience#our-benefits-anchor) designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration. Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

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. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate. Visit our Corporate Sustainability (https://discover.jackhenry.com/corporate-sustainability) 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 discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.