Product Specialist

Position Summary
We are seeking a highly experienced Senior Manager - Jack Henry Application Support & Digital Banking Platforms to provide onsite leadership and production support for the bank's Jack Henry application ecosystem, including Synergy, ArgoKeys, Banno, Commercial Center, Teller, iPay, Pep+, and related banking applications.
This role serves as the primary subject matter expert (SME) and escalation point for critical Jack Henry production support, document management, teller operations, digital banking services, workflow automation, and batch processing. The successful candidate will partner with business users, operations teams, infrastructure teams, vendors, and offshore support teams to ensure operational stability, regulatory compliance, and business continuity across the bank's core banking environment.
The role requires strong expertise in Jack Henry products, production support governance, workflow automation, incident management, and banking operations.

Key Responsibilities
Jack Henry Synergy Support & Document Management (Primary SME)
• Serve as the primary support lead for Jack Henry Synergy document management, reporting, and document capture solutions.
• Monitor and validate daily document capture batches and reporting processes.
• Lead incident resolution for reporting failures, image capture issues, document retrieval problems, and integration failures.
• Partner with business users, operations teams, and vendors to ensure uninterrupted service delivery.
• Maintain operational procedures, support documentation, and audit artifacts.

Jack Henry ArgoKeys Administration & Support
• Provide primary support for ArgoKeys authentication, teller access, and platform security administration.
• Manage user provisioning, access-related incidents, and lifecycle administration.
• Coordinate application upgrades, configuration changes, and security-related initiatives.
• Support compliance and audit requirements related to user access controls.

Digital Banking Platform Support
Serve as primary support lead for Jack Henry digital banking solutions including:
• Banno Digital Banking
• Commercial Center
• Teller Platform
• iPay
• Pep+
• Other customer-facing and branch-facing banking applications
Responsibilities include:
• Production support and incident management
• User issue resolution
• Vendor coordination
• Application monitoring and operational governance
• Change and release support

Start of Day (SOD) Operations & Production Monitoring
• Perform daily Start-of-Day validation activities.
• Review Synergy capture batch processing status.
• Monitor ServiceNow queues and prioritize production incidents.
• Ensure completion of critical banking operational processes.
• Identify and escalate potential operational risks before business impact occurs.

Workflow Automation & Batch Processing
• Support and govern enterprise job scheduling and workflow automation platforms.
• Monitor automated banking workflows and batch execution processes.
• Troubleshoot workflow failures and coordinate remediation activities.
• Participate in application migrations, modernization programs, and operational enhancements.
• Maintain production scheduling standards and operational controls.

Integration & Middleware Support
• Support integrations between Jack Henry platforms and downstream banking applications.
• Assist in troubleshooting middleware and API-related issues.
• Support interface monitoring and data reconciliation activities.
• Coordinate with development teams and vendors on application enhancements and defect resolution.

Business Continuity & Disaster Recovery
• Participate in Business Continuity Planning (BCP) and Disaster Recovery (DR) exercises.
• Support month-end, quarter-end, and year-end validation activities.
• Execute DR test plans and production recovery procedures.
• Ensure operational readiness for audit and regulatory reviews.

Stakeholder & Vendor Management
• Act as primary liaison between business users, operations teams, technology teams, and Jack Henry vendors.
• Lead incident bridge calls for high-priority production issues.
• Provide regular status updates to leadership and stakeholders.
• Coordinate release planning, implementation activities, and post-implementation reviews.
• Present Root Cause Analysis (RCA) findings and remediation recommendations.

Required Qualifications
Education
• Bachelor's Degree in Computer Science, Information Systems, Engineering, Finance, or related discipline.
• Master's Degree preferred.

Experience
• Minimum 10+ years supporting Jack Henry products and banking applications.
• Proven experience supporting mission-critical banking platforms in a production environment.
• Strong experience leading incident, problem, and change management processes.
• Experience interacting with business operations, branch users, and banking stakeholders.

Required Technical Skills
Jack Henry Ecosystem
Strong hands-on experience supporting:
• Jack Henry Synergy
• Jack Henry ArgoKeys
• Jack Henry Banno
• Jack Henry Commercial Center
• Jack Henry Teller
• iPay
• Pep+
• Core Banking Operations

Automation & Development
• Cybermation Enterprise Scheduler
• SSIS (SQL Server Integration Services)
• Workflow Automation
• Batch Scheduling and Monitoring
• VBScript
• C#
• VB.NET

Database Technologies
• Microsoft SQL Server
• SQL Query Development
• Performance Troubleshooting
• Data Analysis and Reconciliation

IT Service Management
• ServiceNow
• Incident Management
• Problem Management
• Change Management
• Release Management
• Knowledge Management

SDLC & Development Tools
• Bitbucket
• Confluence
• Source Code Management
• Application Lifecycle Management

Banking Domain Knowledge
Strong knowledge of:
• Retail Banking Operations
• Branch Banking
• Deposit Operations
• Document Management Systems
• Teller Operations
• Digital Banking Platforms
• Core Banking Workflows
• Regulatory and Audit Controls
• Banking Payment Processing

Preferred Certifications
• Jack Henry Product Certifications
• ITIL Foundation (v3/v4)
• Microsoft SQL Certifications
• Microsoft Certified Professional (MCP)
• Banking Operations Certifications

Leadership & Soft Skills
• Strong stakeholder management and executive communication skills.
• Ability to lead major incident resolution and production support governance.
• Excellent analytical and troubleshooting capabilities.
• Experience leading onsite and offshore support teams.
• Strong documentation, audit support, and regulatory compliance experience.
• Proven ability to manage vendor relationships and cross-functional banking technology initiatives.

Suggested Hiring Title
Senior Manager - Jack Henry Application Support & Digital Banking Platforms
Alternative Titles
• Jack Henry Production Support Lead
• Senior Manager - Core Banking Technology Support
• JHA Synergy & Digital Banking Operations Lead
• Banking Applications Support Manager (Jack Henry Suite)
• Core Banking Platforms Support Lead
This role is positioned as the onsite Jack Henry SME and Production Support Lead, responsible for operational ownership of Synergy, ArgoKeys, Banno, Commercial Center, Teller, iPay, Pep+, workflow automation, business continuity testing, and overall banking platform stability