Application Support Analyst (Teller Software Installation)

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.

Join our Teller team and become a key player in delivering critical technology solutions to financial institutions nationwide. As a Senior Application Support Analyst, you'll leverage your technical expertise and banking knowledge to implement, configure, and support teller automation software that powers day-to-day transaction processing for banks. Working within the IBM i (iSeries) environment, you'll be responsible for configuring teller applications, installing and supporting hardware and software, performing system testing, troubleshooting technical issues, and ensuring successful implementations within the SilverLake and 20/20 Teller platforms. From initial setup through live conversion support, you'll partner directly with bank personnel, project managers, and internal teams to deliver seamless implementations and training for new clients. This highly technical, client-facing role offers a unique blend of banking technology, software implementation, problem-solving, and customer consulting, with opportunities to travel to client sites approximately once per month to support final installation, go-live activities, and successful system conversions.

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

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM).

The salary range for this position is $59,750- $89,600 This posted salary range reflects the minimum and maximum base pay we reasonably expect to offer for this role at the time of posting. Actual compensation may vary above or below this range and is subject to change in the future. Individual pay is determined by a variety of factors, including but not limited to: relevant education, qualifications, certifications, experience, skills, performance, work schedule, travel requirements, sales or revenue targets, and overall business needs and affordability.

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 functions, 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 uses.
• May provide pre-sales support activities including customer’s operations assessments and product demonstrations.
• Provides guidance to other team members on project tasks and requirements. Provides technical expertise on unique or advanced problems. Provides training to less experienced peers.
• Contributes to process and product improvements.
• Assists less experienced peers and actively shares knowledge with peers.
• May perform other job duties as assigned

What you’ll need to have:

• Minimum of 6 years of experience in software implementation, application support, application analysis, or software support.
• Banking, financial institution, or credit union experience with knowledge of teller operations, deposit operations, or branch banking processes.
• Experience working in IBM i (iSeries/AS400) environments and supporting business-critical applications.
• Strong troubleshooting, analytical, and problem-solving skills with experience configuring, testing, and supporting software solutions.
• Ability to travel 25-40% for client implementations (typically one trip per month with each trip lasting about 8 days) and provide evening or weekend support during conversions and go-live events as needed.

What would be nice for you to have:

• Experience with Jack Henry products, including SilverLake, 20/20 Teller, or comparable teller automation solutions.
• Experience leading or supporting software implementations, conversions, and customer training initiatives.
• Advanced knowledge of banking operations and the ability to translate customer business processes into technical solutions.
• Strong communication and consulting skills with the ability to work effectively with both technical and non-technical stakeholders.
• Bachelor's degree in Information Technology, Business, Finance, or a related field.

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 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 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.